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Complaints procedure

Courses and ECOintention Practitioner Vocational Training at the Center for ECOintention

 

Training complaints are treated confidentially by the Center for ECOintention. The agreement is governed by Dutch law unless there are mandatory legal reasons to apply the law of another country.

 

Step 1: Presenting your dissatisfaction/complaint

Usually complaints come from a mutual misunderstanding or miscommunication. Communicate your complaint to the person it is directed at (trainer, project mentor, administrative staff etc.). Try to discuss your complaint with the person it is directly related to and see if you can come to a resolution. It is part of our organizational culture that complaints be taken seriously and so you also have the right to serious careful consideration of your complaint.

 

Step two: formal complaint

Maybe that you feel your complaint hasnít been properly addressed. In that case you should submit an official written complaint to the directors of Center for ECOintention, Mr H. Andeweg and Ms. R. Bols (address below). In the letter you list:

 

- Your name

- Your address and a telephone number that we can reach you at during office hours

- A clear description of the complaint, the date related to your complaint and any relevant evidence

 

Within five working days you will receive confirmation of receipt. Following that the director will consider all sides of the complaint and come to a judgment. Within 14 days of the confirmation of receipt you will receive a written reaction to your complaint. It is possible that during this period that you will be invited by the Directors for a meeting. If more time is needed to deal with your complaint thoroughly then you will be informed within the 14 days. In that case you will be informed when you can expect a reaction.

 

Step 3: appeal

If the answer or proposed solution is still unsatisfactory to you, then you can appeal to the Board of the Foundation for ECOintention. You are expected to submit a written appeal with your arguments outlined as clearly as possible. You should include a copy of all documentation that is relevant to your complaint and its treatment so far. You will receive a reaction from the board within eight weeks of receipt of your appeal. The board may decide to consult an external expert in order to come to the decision. Once the decision has been announced the board will inform you of other possibilities for external appeal.

 

Step 4: External appeal

It may be that you are still not satisfied following your appeal to the Board of the Foundation for ECOintention. In that case it is possible to appeal to an external complaints commission. Depending on the kind of complaint and the content of your appeal they will assess your appeal and make a judgment that is binding on all parties.

 

The chairperson of the external complaints commission is Mrs. J. Keuning. In consultation with and after approval by all parties, two more external members of the commission will be chosen. The complaints commission will come to a decision no longer than two months after having received a complaint and will communicate it to you, the Board of the Foundation for ECOintention and the Center for ECOintention. The decision is binding for Center for ECOintention. Complaints will be registered by the Center for ECOintention and stored for 5 years.

 

Center for ECOintention

Oppauerstrasse 10

45772 Marl

Germany

info@ecointention.com

www.ecointention.com

T 0049-2365 699395

M 06-41840555

 

Foundation for ECOintention
IJsselveld 14

3417 XH Montfoort

 

Chair of the external complaints commission

Mrs. Willemijn Visser 't Hooft
Nieuwstraat 23
4331 JK Middelburg
willemijn@dds.nl

 

 

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