Complaints procedure for the training and the exam

 

Them B.V. International Detection Dog Institute does everything it can to provide you with the best possible service and to assist you in your training. Nevertheless, it may happen that you are not satisfied. If it is a minor problem, please make your comment known to us orally, by phone or by e-mail and we will try to answer you as soon as possible and come up with a solution. We expressly prefer this procedure.

 

If you are nevertheless dissatisfied or consider the problem more complicated, you can follow the complaints procedure below. Of course, we will handle your report or complaint in confidence and we will try to find a solution in consultation with you.

 

- Complaints procedure for the training

 

Them B.V. uses the following complaints procedure the theory part for the training of detective dog handlers for the control of air cargo, the practical part will be taken by the Royal Netherlands Marechaussee and uses its own complaints procedure:

 

1. Deadline for submitting a complaint

 

Complaints about the implementation of the training must be fully and clearly described and submitted to Them B.V. By 'timely' is meant 'within 2 weeks after the (prospective) student has discovered or has been able to observe the defects'. Failure to submit a complaint in time may result in the student or prospective student losing his or her rights in this matter.

 

2. Notification

 

Complaints must be sent to Them B.V. in writing. to be made known by registered mail to the address:

Them B.V. International Detection Dog Institute

Heideweg 5

3776 PX Stroe

 

The (prospective) student indicates with reasons what the content of the complaint is. The (prospective) student also mentions the course, the location and the name of the teacher in order to facilitate speedy processing.

 

3. Privacy

 

A complaint will be sent by Them B.V. are always treated confidentially.

 

4. Confirmation of the complaint

 

Them B.V. will send a confirmation of receipt by e-mail to the complainant within seven working days. If a solution cannot be offered immediately, an indication will also be given of the period within which a further investigation will be started and the complaint will be dealt with. Them B.V. aims to be settled within ten working days and will indicate if it takes longer.

 

5. Investigation of the complaint

 

Them B.V. undertakes to start a further investigation into the submitted complaint and strives to be able to take measures that meet the complainant's wishes within a reasonable period of 2 weeks.

 

6. Response to the inquiry

 

Them B.V. will correspond with the complainant within the period communicated under point 4 about the outcome of the investigation, the decision taken and any follow-up actions.

 

7. Filing complaints

 

Them B.V. archives all complaints digitally on a secure computer for at least 1 year.

 

8. Dispute settlement

 

If the complaint cannot be resolved by mutual agreement, a dispute arises that is subject to the dispute settlement procedure.

 

a. Disputes between (prospective) student and Them B.V. the conclusion or implementation of agreements with regard to services and goods to be delivered or delivered by this entrepreneur can be brought before an independent appeals committee by both the consumer and the entrepreneur:

 

Mrs. R. Voulon, chairman

Mr C. van der Giessen, secretary

Additional member: legal adviser to be appointed in consultation with the complainant.

 

b. The appeals committee person will only handle a dispute if the complainant has first submitted the complaint to Them B.V. and this has not resulted in a mutually satisfactory solution. In order to subsequently submit the dispute to the appeals committee, the complainant must indicate in writing that the outcome of the complaints procedure has not led to a satisfactory result. If the complainant then states that he / she will appeal to the independent person, there is a formal dispute.

 

c. A dispute must be brought before the appeals committee within 2 months after it arose.

 

d. When a dispute is dealt with by the appeals committee, the General Terms and Conditions of Them B.V. International Detection Dog Institute is central to the judgment.

 

 

e. The appeals committee makes its decision with due observance of the provisions of the regulations that apply to it. The decision of the appeals committee is binding advice for all parties.

 

 

 

 

- Complaints procedure for the exams

 

 

The complaints procedure for exams applies to the exams for which Them B.V. is personally responsible.

 

Is it a complaint or are you submitting an objection?

Them B.V. in the first instance self-handling. If a (prospective) exam candidate submits a motivated objection to an exam (for example, the result of an exam), this objection is immediately forwarded to the Examination Board of the relevant study program.

 

Them B.V. International Detection Dog Institute uses the following complaints procedure for exams:

 

1. Deadline for submitting a complaint

 

Complaints about the performance of an exam must be submitted to Them B.V. in a timely manner, completely and clearly. International Detection Dog Institute. 'On time' is understood to mean 'within a reasonable period of 4 weeks after the (prospective) examination candidate has discovered or has been able to observe the defects'. Failure to submit the complaint on time may result in the (prospective) exam candidate student losing his or her rights in this matter.

 

2. Awareness

 

Complaints and objections must be sent to Them B.V. in writing. to be made known by registered mail to the address:

 

Them B.V. International Detection Dog Institute

Heideweg 5

3776 PX Stroe

 

The (prospective) examination candidate must state with reasons what the content of the complaint or objection is. If possible, the (prospective) exam candidate also mentions the exam, the location, date and name of the examiner in order to facilitate speedy processing.

 

3. Privacy

 

A complaint / objection will be sent by Them B.V. International Detection Dog Institute and possibly the Examination Board are always treated confidentially.

 

 

4. Confirmation

 

Them B.V. International Detection Dog Institute will send a confirmation of receipt by email to the complainant within seven working days. If it concerns an objection, it will be forwarded to the relevant Examination Board. The Board of Examiners will itself take care of the confirmation. If a solution cannot be offered immediately, an indication will also be given of the period within which a further investigation will be started and the complaint will be dealt with. Them B.V. strives for complaints to be resolved within ten working days and will indicate if it takes longer.

An objection is usually handled by the Examination Board within 6 weeks at the latest.

 

5. Research

 

Them B.V. International Detection Dog Institute commits itself to start a further investigation into the submitted complaint and strives to be able to take measures that meet the wishes of the complainant within a reasonable period of time.

In the event of an objection, the Examination Board will consider the objection.

 

6. Response

 

Them B.V. The International Detection Dog Institute will correspond with the complainant within the period communicated under point 4 about the outcome of the investigation, the decision taken and any follow-up actions.

In the event of an objection, the Examination Board will announce the decision.