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SUSC  complaints and disputes policy

This complaints and disputes policy has been made public via the website of SUSC (www.susc.nl).

 

  1. Definitions
    In this complaints and disputes policy, the following terms have the following definitions:
  • SUSC: the management of SUSC B.V., responsible for handling complaints (reachable via info@susc.nl of Wegastraat 29, 2516 AN Den Haag t.a.v. A.M. Wagenmans).
  • Disputes Committee: the disputes committee of SUSC, consisting of Mr/mrs tbd, with right of substitution, (reachable via tbd or via email: tbd).
  • Complaint: every written, not anonymous expression of discontent about an aspect or education program of SUSC.
  • Complainant: the Client who submits a written, not anonymous complaint to SUSC or the Disputes Committee.
  • Client: the party (private or organization) who has concluded or wishes to conclude an agreement with SUSC.
  1. Applicability
    This complaints and disputes policy is applicable to every agreement between SUSC and Client.
  2. Confidentiality
    Both SUSC and the Client, and also the Disputes Committee, shall treat all information entrusted to them as confidential and shall not disclose this information to third parties insofar as this concerns information imparted to them, in whatever manner, as part of handling a complaint or dispute.
  3. Complaints

Submission and content of complaint
4.1 Complaints about goods and/or services delivered must be submitted in writing, by letter or by email, within 4 weeks of the complaint arising, to SUSC (via info@susc.nl of Wegastraat 29, 2516 AN Den Haag t.a.v. A.M. Wagenmans). The complaint must minimally contain the following:

  • Name and (email) address of the complainant
  • Date of complaint
  • Clear description of the complaint (including date and place)
  • Reason for the complaint
  • How SUSC could remedy the complaint.

4.2 If a complaint is not submitted in writing to SUSC within 4 weeks of the complaint arising, then the Client is assumed to have agreed with the goods and/or services delivered and to have waived all rights and powers granted to him/her under the agreement with SUSC or by law. The submission of a complaint does not affect the Client’s payment obligations.

Explanation: SUSC takes all submitted complaints seriously, and the Client may therefore be expected to communicate any complaints soon after they arise. Since the education programs offered by SUSC involve multiple people (to develop a course, to act as instructor, to provide logistical support), and as these people work at several locations and may occasionally include third parties hired by SUSC, it is important to submit the complaint in good time. With the passing of (too much) time, the facts pertaining to a complaint can be difficult to establish, which is disadvantageous to both the Client and SUSC.

Reception and handling of complaint
4.3 SUSC shall confirm reception of the complaint to the complainant as soon as possible, but by no later than 7 days after reception.

4.4 SUSC shall respond within 14 days after receiving the complaint. If SUSC requires more time to handle or to respond to the complaint, SUSC shall notify the complainant thereof within 7 days after receiving the complaint. In such a case, SUSC will explain the delay and offer an estimation of the amount of time it will need to respond to the complaint.

4.5 The response to the complaint may consist of a final position, or an invitation to a verbal dialogue. In the latter case, parties shall attempt to reach a mutually satisfactory solution.

  1. Appeal to the Disputes Committee Lodging and content of appeal

5.1 If a solution as mentioned in Article 4.5 is not achieved, or the complainant is dissatisfied with the final position taken by SUSC in the matter, then the complainant is entitled to lodge an appeal with the Disputes Committee.

5.2 An appeal against the handling of a complaint must be lodged in writing (by letter or email), within 14 days of the date on which SUSC’s response to the complaint was issued, to the Disputes Committee (tbd), with a copy submitted to SUSC via info@susc.nl of Wegastraat 29, 2516 AN Den Haag t.a.v. A.M. Wagenmans).

5.3 If an appeal has not been lodged in writing with the Disputes Committee within 14 days of the date of SUSC’s response to the complaint, the Client is assumed to have agreed with the handling of the complaint and to have waived all rights and powers granted to him/her under the agreement with SUSC or by law.

Disputes Committee
5.4 The Disputes Committee consists of tbd, with right of substitution. 

Disputes procedure
5.5 The Disputes Committee will confirm the reception of the appeal as soon as possible to the complainant and to SUSC, but by no later than 7 days after receiving the appeal.

5.6 The Disputes Committee provides for the collection of information necessary to reach a verdict on the dispute, in which effort it may be supported by the management secretariat.

5.7 The Disputes Committee will handle the complaint and offer its verdict within 4 weeks of receiving the appeal. The verdict of the Disputes Committee is binding for all parties.

5.8 If the Disputes Committee requires more time to handle a complaint, then it will notify the complainant thereof within the set period of 4 weeks from the date of receiving the complainant’s appeal. In such a case the Disputes Committee will explain the delay and offer an estimation of the time it requires to arrive at a verdict.

5.9 The verdict is signed by the Disputes Committee and made available in writing to all parties. The verdict contains, in addition to the decision:

  • names and place of residence of the parties;
  • a summary of the documents that the Disputes Committee has seen;
  • the reasons for the verdict it has reached;
  • the date of the verdict.
  1. Documentation and retention term

All complaints and disputes, including the manner of their handling, are documented. Complaints and disputes dossiers are kept for a period of two years.

 

Version 1.1, Januari 2024

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