COMPLAINTS PROCEDURE
We take your complaint seriously.
Autism Expertise Center & Academy (AECSU-AASU) does everything it can to ensure that the collaboration with you runs smoothly and to provide optimum quality. Should you nevertheless have a complaint, you can use the following complaints procedure: 1. Purpose of the procedureThe purpose of this procedure is to structure the process of handling complaints within Autism Expertise Center & Academy (AECSU-AASU). These complaints can be reported by anyone via email: info@autismexpertisecenter.com. As a result of this structuring, complaints must be received, registered, handled and evaluated in such a way that:The customer is satisfied as much as possible;Recurrence of the complaint is prevented. 2. Method 2.1 Receiving and registering a complaint Every employee of Autism Expertise Center & Academy (AECSU-AASU) may receive complaints. The employee registers this complaint immediately upon receipt. At least the following information must be registered for a complaint: Registration number; date of receipt; client's name and address; name of recipient; brief description of the complaint. 2.2 Handling a complaint The recipient will propose a suitable solution to the client within 4 weeks (if longer, you will be informed). The recipient will record the solution on the internal complaint form. If the recipient cannot resolve the complaint themselves or cannot resolve it immediately, it will be submitted to management, who will handle the complaint further. 2.3 Determining the cause and solving the problem The practitioner, if necessary in consultation with management, will determine the possible causes of the complaint and investigate whether a structural solution or preventive measures are desirable. The cause and solution must be stated on the internal complaint form. If this has not been resolved satisfactorily, you can contact an independent complaints officer Marianne Boogaerd (klacht@autismexpertisecenter.com). Her judgment will be binding on the institute. 3. Responsibilities All employees of Autism Expertise Center & Academy (AECSU-AASU) are responsible for correctly receiving a complaint. The complaints officer is responsible for handling the complaint. The management is responsible for the analysis and archiving of the internal complaints forms and other related documents, as well as for monitoring the handling of complaints.4. Analysis of complaints The internal complaints forms are always treated confidentially.The management reports on this, if necessary, to its employees/third parties;The management makes recommendations, if necessary, to prevent new complaints and to improve procedures. 5. RegistrationsThe internal complaints form will be kept for a maximum of 2 years.