GENERAL PROVISIONS

Article 1 Complaints regulations

In this arrangement, the following definitions apply:

  • The organization: European Academy of Traditional Osteopathy (EATO).
  • Administrators: Annelies Hofstee and Greet Janssens, owners of EATO.
  • 3rd independent party: Liesbet Boen (email: liesbet.boen@telenet.be), who, instead of the administrators, can act as an independent party to complaints and disputes if the administrators and a client do not reach an agreement.
  • Client: the person who uses the services of the organization.
  • Objection: an oral or written expression of dissatisfaction with the services of the organization.
  • Complaint: a written and expressly submitted communication to the organization regarding dissatisfaction with the service provided.

Article 2 This complaints procedure applies exclusively to clients of the organization. They can be represented and/or assisted by a person when submitting and processing complaints by those entitled to apply under Section 379 (1) and (2) of the Book of the Civil Code.

Article 3 An objection is dealt with by the administrator or their replacement within 14 days. The administrator tries to resolve the objection by telephone or in writing in consultation with the client. If this is not possible within this period, an indication of the timeline will be provided. The client receives written notice of the manner in which the objection is settled by the administrator or their replacement. If the client is not satisfied, they can submit a formal complaint within one month of the date of the written confirmation of the objection handling.

Article 4 A complaint can only be submitted in writing. A complaint must at least include:

  • The name and address of the petitioner;
  • The date;
  • The display/motivation of the complaint and the time;
  • The signature.

Complaints that are not dated are considered to be dated on the day of receipt.

Article 5 The administrator or their replacement will acknowledge receipt of the complaint in writing within ten working days from the date of the postmark.

Article 6 The complaint will be dealt with as soon as possible by the administrator or their replacement, and within six weeks at the latest, with due observance of the following:

  • The administrator or their replacement hears the client.
  • The administrator or their deputy resolves the complaint by mediation if possible and communicates the result in writing to the client.
  • The administrator or their replacement will check whether the behavior complained about:
    • Is in violation of a statutory regulation or an arrangement applicable to the organization;
    • Is in accordance with the service to which the organization has committed itself;
    • And/or is reasonably admissible after considering all facts and circumstances.

The complainant will be informed in writing of the findings of the investigation into the complaint, with motivations, possibly supplemented with further measures taken or to be taken as a result of the findings. If the complainant believes the complaint was not handled properly, they can turn to the supervisory subdistrict court judge.

COMPLAINT REGULATIONS

Article 7 All objections and complaints from clients are handled under strict confidentiality. If it is necessary to request information from third parties, prior permission will be requested from the client.

Article 8 A complaint will not be considered if:

  • The complaint is anonymous;
  • The event being complained about occurred more than six months prior to the filing.

The complainant will be notified in writing within a period of three weeks after receipt of the complaint if the complaint will not be handled. If the complainant disagrees, they may turn to the district court that has instituted the administration.

Article 9 If the complaint is resolved or settled, the administrator or their replacement will record the manner in which this has been done on the complaints form.

The administrators will conform to the judgment of the third party.

FINAL PROVISIONS

Article 10 An objection or complaint will not be dealt with, or the treatment will be discontinued, if the client has turned to the subdistrict court or another civil court before or during the treatment regarding the same objection or the same complaint.

Article 11 Complaints and the manner of handling complaints are recorded and saved for two years.

Article 12 This regulation came into effect on 18 February 2018.