This complaints and disputes procedure has been made public by being posted on the website of Trauma Company.
1. Definitions
In this complaints and disputes procedure, the following terms shall have the following meanings:
2. Applicability
This complaints and disputes procedure applies to every agreement between Trauma Company and the Client.
3. Confidentiality
Both Trauma Company and the Client, as well as the Dispute Committee, shall treat the data entrusted to them confidentially and shall not disclose it to third parties, insofar as it concerns data that has come to their knowledge in any way during the handling of a complaint or dispute.
4. Complaints
Submission and content of complaint
4.1 Complaints about the delivered goods and/or services must be submitted in writing (by letter via Dwarsgraafweg 3, 3774 TG Kootwijkerbroek or by email via info@trauma-company.nl) to Trauma Company within 4 weeks of the complaint arising.
The complaint must, in any case, include:
4.2 If a complaint is not submitted in writing to Trauma Company within 4 weeks of the complaint arising, the Client is deemed to have accepted the delivered goods and to have waived all rights and powers he may have had under the agreement with Trauma Company or the law. The submission of a complaint does not affect the payment obligations.
Explanation: Trauma Company takes submitted complaints seriously, and it may be expected of the Client to report complaints promptly. Because more people are involved in the training provided by Trauma Company (in the development of a training, teaching, and logistical support), those involved work at different locations, and occasionally third parties may be engaged by Trauma Company, it is important to report a complaint in a timely manner. After some time has passed, it may no longer be possible to establish the circumstances surrounding a complaint, which is detrimental to both the Client and Trauma Company.
Receipt and handling of complaint
4.3 Trauma Company confirms the receipt of the complaint to the complainant as soon as possible but no later than 7 days after receipt.
4.4 Trauma Company responds within 14 days after receiving the complaint. If Trauma Company needs more time to handle or respond to the complaint, Trauma Company will notify the complainant within 7 days of receiving the complaint. In such cases, Trauma Company will provide a justification for the delay and indicate the estimated time required to respond to the complaint.
4.5 The response to the complaint may include a final decision or an invitation to engage in oral discussion. In the latter case, the parties will attempt to reach a mutually acceptable solution.
5. Appeal to the Dispute Committee
Submission and content of appeal
5.1 If the solution mentioned in Article 4.5 is not reached or if the complainant does not find Trauma Company’s final decision to be an acceptable resolution of the complaint, the complainant may appeal to the Dispute Committee (address: Dwarsgraafweg 3, 3774 TG Kootwijkerbroek).
5.2 An appeal against the handling of the complaint must be submitted in writing (by letter or by email) to the Dispute Committee within 14 days from the date of Trauma Company’s response to the complaint.
5.3 If an appeal is not submitted in writing to the Dispute Committee within 14 days from the date of Trauma Company’s response to the complaint, the Client is deemed to have accepted the handling of the complaint and to have waived all rights and powers he may have had under the agreement with Trauma Company or the law.
Dispute Committee
5.4 The Dispute Committee receives compensation from Trauma Company for handling disputes but has no other affiliations or involvement with Trauma Company, in any form or manner.
Dispute procedure
5.5 The Dispute Committee confirms the receipt of the appeal as soon as possible to the complainant and Trauma Company, but no later than 7 days after receiving the appeal.
5.6 The Dispute Committee, which may be supported by the management secretariat, ensures the collection of the data necessary to render a judgment on the dispute.
5.7 The Dispute Committee begins handling the complaint within 4 weeks after receiving the appeal and issues a decision. The decision of the Dispute Committee is binding on all parties.
5.8 If the Dispute Committee needs more time to handle the complaint, it will notify the complainant within the established 4-week period after receiving the appeal. In such cases, the Dispute Committee provides a justification for the delay and an estimate of the time needed to issue a decision.
5.9 The decision is signed by the Dispute Committee and communicated in writing to the parties. In addition to the decision, the decision includes, at a minimum: – names and places of residence of the parties; – a list of the documents that the Dispute Committee has reviewed; – the grounds for the decision; – the date.
6. Registration and retention period
All complaints and disputes, as well as the handling thereof, are recorded. Complaint and dispute files are kept for 2 years.
Version December 2023