Complaints Procedure

Loket Kansspel

Amsterdam, 19-08-2021

Table of Contents

Complaints procedure Loket Kansspel

Article 1 - Purpose of the Regulation

Article 2 - The term complaint

Article 3 - Admissibility of the complaint

Article 4 - Content of the complaint

Article 5 - Filing of the complaint

Article 6 - Authority to settle the complaint

Articele 7 - Receipt of the complaint

Article 8 - Conduct of investigation

Article 9 - Involved employee

Article 10 - Person of trust

Article 11 - Course of events

Article 12 - Conciliation

Article 13 - Conclusion of the complaint

Article 14 - Decision

Article 15 - Time limit for handling

Article 16 - Accountability

Article 17 - Report

Article 18 - Recording and archiving

Article 19 - Final provisions

Complaints Procedure of Loket Kansspel

These Complaints Regulations cover the handling, investigation and settlement of complaints regarding the conduct of Loket Kansspel or a Loket Kansspel-related employee, employed by the organisation.

The Regulation is effective from 01 October 2021.

Thus decided by the Board of Directors of Loket Kansspel in its meeting of August 19, 2021.

Nathalie Smit,

Director

Article 1 - Purpose of the Regulation

1. This Complaints Procedure has the following objectives:

a. strengthen the legitimacy of the service provision;

b. to increase the quality of the services provided;

c. increase the acceptability of the service to the client;

d. to improve the position of the client with regard to the provision of services.

2. In addition, the regulation has a clear internally directed purpose, namely to bring about the desired or necessary behavioural changes among Loket Kansspel employees.

3. These objectives will be achieved through the high-quality handling of submitted complaints and the feedback of information about them to all parties concerned.

Article 2 - The concept of a complaint

A complaint is an expression of dissatisfaction by the client to which he expects a response. The complaint should relate to conduct by Loket Kansspel or an employee as part of Loket Kansspel.

Article 3 - Admissibility of complaint

1. Complaints that are received more than one year after the reason for the complaint arose will, in principle, no longer be handled.

2. A complaint must always bear the signature of the complainant, unless the complainant is represented by a lawyer.

Article 4 - Content of complaint

1. A complaint shall contain the following information:

a. the name and address of the complainant and, if applicable, his legal representative.

b. the clearest possible description of the conduct to which the complaint relates.

c. the reason why the complainant objects to the conduct to which the complaint relates

2. The complainant will be given the opportunity to supplement the information referred to in Article 3, paragraph 3 and Article 4, paragraph 1, within two weeks of receiving the complaint.

Article 5 - Submitting the complaint

1. A complaint about Loket Kansspel should be submitted in writing to the Board of Directors of Loket Kansspel.

2. The complaint should be addressed to the Board of Loket Kansspel.

Article 6 - Authority to settle the complaint

The Board is authorized to settle the complaint.

Article 7 - Receipt of the complaint

1. The Board shall send the complainant confirmation of receipt of the complaint as soon as possible, but within one week, stating the date of receipt.

2. The Board shall provide the complaint with a complaint number and date of receipt. A copy shall be kept with the administration.

Article 8 - Organisation of the investigation

1. The Board shall be responsible for the investigation of the complaint.

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Article 9 - Employee involved

1. The Board shall notify the employee concerned that a complaint has been filed against him/her within one week of receipt of the complaint.

2. The employee concerned shall also be given information about the content of the complaint. If desired, he/she may inspect the letter of complaint.

Article 10 - Confidential Advisor

Both the complainant and the employee concerned may seek the assistance of a confidential advisor.

Article 11 - Course of events

1. The Board shall conduct an investigation into the relevant facts. It shall take into account not only the facts but also the personal experience of the complainant and the employee involved.

2. The complainant, the employee concerned and any witnesses shall be heard. They will be given the opportunity to explain their point of view and respond to each other's statements, either orally or in writing, and whether or not in each other's presence.

3. The complainant will be given 14 days to respond in writing or to make an appointment for a verbal response in cases as referred to in the previous paragraph. The employee concerned shall be informed of the complainant's response, if any.

4. The conduct to which the complaint relates will first be reviewed for legitimacy and then for effectiveness on the basis of investigation results.

Article 12 - Reconciliation

1. The Board shall consider whether satisfaction is promoted by a reconciliation interview between the complainant and the employee concerned. The outcome of this conversation shall be recorded in writing.

2. If the conversation referred to in paragraph 1 does not take place, the reason shall be stated.

Article 13 - Settlement of the complaint

1. The complainant will be informed verbally, if desired, but in any case in writing of the decision regarding the complaint.

2. The decision shall preferably contain a statement of the merits of the complaint and shall at all times contain a statement of the reasons.

Article 14 - Decision

1. The Board shall ensure that the employee concerned is informed of the decision on the complaint as soon as possible. This is done orally and in writing by means of a copy of the letter to the complainant.

2. The aforementioned decision will include a statement of the grounds for the complaint and, if applicable, the extent to which the employee concerned, or Loket Kansspel, can be blamed for the situation.

3. If no other investigation than the complaint investigation has taken place, the result of the investigation will not be recorded in the personal file of the employee concerned.

Article 15 - Handling period

1. The total complaints procedure takes no longer than six weeks.

2. If the investigation is delayed, the complainant and the staff member concerned will be informed of this by the Board, indicating the reason for the delay.

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Article 16 - Accountability

1. The counseling form must include the following facts: the processing times, the decision for each part of the complaint and the considerations that led to this decision.

2. The Board shall subsequently weigh the handling of the complaint in terms of procedure and content, aimed at improving the quality of the performance of the counsellor.

3. The Board shall discuss the settled complaint periodically in the Board meeting, within the framework of the policy and management cycle, partly in view of learning moments.

Article 17 - Report

Annually, the board makes a report of the settled complaints. This report is public.

Article 18 - Registration and filing

The registration and filing of all correspondence relating to a complaint will be done by the Loket Kansspel administration.

Article 19 - Final Provisions

1. These Complaints Regulations are officially called "Complaints Regulations Loket Kansspel 2021''.

2. This Complaints Procedure is effective as of October 01, 2021.

3. In cases where these regulations do not provide, the board decides.

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