75inQ is committed to securing good communication and satisfaction. Despite all efforts it is possible that you are not satisfied. Your experience and comments are important to 75inQ. They are instrumental in preventing repetition and improving quality.
75inQ will confirm receipt of the complaint within 5 working days.
Handling of the complaint
After registration, the director will determine whether the complaint will be handled. The complainant will be informed of this within 5 working days. If the complaint is not dealt with, the reason for this will be explained.
Expression of dissatisfaction addressed to an organisation, with regards to it products/services, or the complaint handling process itself, explicitly or implicitly expecting a response or resolution. A complaint can be recognized by, amongst others:
- A question, comment, report or response from a customer showing that its expectations have not been met by the organisation;
- The complainant indicates that it does not agree with something;
- 75inQ or one of our employees/volunteers is accused of a certain conduct, act or omission.
Any expression of dissatisfaction from the customer, regardless of the cause.
Handling of complaint
With every complaint, a complaints file is immediately opened, containing the written registration of the complaint with an explanation and any first reaction/comment from an employee.
For example, if there is insufficient data, or if the complaint is not about 75inQ, this may be reason for the director not to handle a complaint.
Confidentiality: no one other than the persons involved in the complaint procedure will receive substantive information about the complaint and the handling thereof, either verbally or in writing or to view the file.
The director of 75inQ is authorised to make a decision about the complaint itself and about any related adjustments.
A complaint must be dealt with within two weeks at the latest. If more time is needed, the complainant will be informed in writing or by e-mail. The recipient of the complaint will inform the complainant immediately if it becomes clear the complaint will not be handled in time. The complaint will be forwarded by a coordinator to a resolver. The coordinator monitors the treatment, solution and registration of the complaint and provides feedback to the director.
The complainant will be informed within the stipulated time about the follow-up of the complaint.
The director carries out the analysis and is responsible for any measures arising from the complaint.
Analysis and action
If there are complaints, an analysis will be periodically performed on the complaints and points for improvement and measures formulated for each category of complaints. The director supervises the implementation of any measures and monitoring of any optimisations.
01 April 2022