Complaints and Disputes Procedure
DeCommune Move Breathe Academy
1. Definitions
In this complaints and disputes procedure, the following terms shall mean:
• Move Breathe Academy: The management of Move Breathe Academy, responsible for handling complaints (reachable at [email protected]).
• Disputes Officer: Affiliated with erisietsmisgegaan.nl, acting as an independent disputes handler in case of appeal ([email protected]).
• Complaint: Any written, non-anonymous expression of dissatisfaction regarding the services provided by Move Breathe Academy.
• Complainant: The person or party submitting a written, non-anonymous complaint to Move Breathe Academy or the Disputes Officer.
• Client: The natural or legal person who has (had) an agreement with Move Breathe Academy.
2. Applicability
This procedure applies to every agreement between Move Breathe Academy and the Client, regardless of the nature of the services provided.
3. Confidentiality
All persons involved in handling a complaint or dispute, including Move Breathe Academy, the Complainant, and the Disputes Officer, shall treat obtained information confidentially and not share it with third parties, unless legal obligations stipulate otherwise.
4. Complaints Procedure
Submission and Content of Complaint
4.1. Complaints must be submitted in writing (by e-mail to [email protected] or by letter) to Move Breathe Academy within 4 weeks after the complaint arises. If it takes longer than 4 weeks we will arrange within that time period a new term of response.
4.2. The complaint must at least contain:
• Name and (e-mail) address of the Complainant;
• Date of submission;
• A clear description of the complaint, including relevant dates or parties involved;
• The reason for the complaint;
• If possible: a proposal from the Complainant for resolving the issue.
4.3. Complaints submitted after this period may be disregarded. Move Breathe Academy will inform the Complainant of this in writing.
Receipt and Handling
4.4. Move Breathe Academy will confirm receipt of the complaint in writing within 5 working days.
4.5. The management of Move Breathe Academy will discuss the complaint with any involved employee(s) and reach a solution in consultation with the Complainant.
4.6. Within a maximum of 10 working days after receipt of the complaint, the Complainant will receive a written response outlining the consultation and the proposed outcome.
4.7. If the Complainant agrees to the solution, Move Breathe Academy will confirm this in writing and close the file. If desired, contact will be made after some time to verify if the solution has been effective.
5. Appeals Procedure
Submission and Content of Appeal
5.1. If the Complainant does not agree with the response from Move Breathe Academy, they may file a written appeal with the Disputes Officer within 14 days after the date of the response:
Erisietsmisgegaan.nl,
E-mail: [email protected]
5.2. The Complainant shall send the appeal document, including a copy of the original complaint and Move Breathe Academy's response, also in copy to Move Breathe Academy.
Handling by the Disputes Officer
5.3. The Disputes Officer will confirm receipt of the appeal within 7 days to both the Complainant and Move Breathe Academy.
5.4. The Disputes Officer will gather additional information if necessary and may invite parties for further explanation.
5.5. Within 4 weeks after receipt of the appeal document, the Disputes Officer will issue a written ruling. This ruling will at least contain:
• The names of the parties;
• An overview of the documents;
• The considerations and reasoning;
• The decision;
• The date of the ruling.
5.6. The ruling is binding on Move Breathe Academy. Within 2 weeks will we take on the results of the complaint.
6. Registration and Retention Period
All complaints and disputes, including the method of handling, will be registered by Move Breathe Academy and retained for a maximum of 5 years. After that, they will be deleted.
