Complaints procedure

STE believes in the importance of satisfied customers. 

As an organisation, we strive to make sure that we deliver quality to all our clients. However, should you feel that you need to make us aware of an issue or need to make a complaint about our organization or your training course, then please let us know. Our complaints procedure sets out our working method and the steps that STE Languages ‚Äč‚Äčtakes, in order to properly handle any such complaints. 

Our complaints procedure is in line with the NRTO trade association and the “Blik op Werk” independent quality organisation standards. You can find our complaints procedure below.

STE management will contact you within three working days of receiving your complaint. 

You can email your complaint to info@ste.nl.

 

The complaints procedure

Purpose

To provide a careful, confidential and effective method of recording and dealing with complaints, to eliminate the causes and to introduce appropriate measures to prevent repeats of incidents.

Definition

A complaint is a written notification by a customer of STE expressing dissatisfaction with the results and/or services of STE.

Complaints Committee

STE’s Complaints Committee consists of an independent chair, the director and one of STE’s language co-ordinators.

 

Procedure

1. Process for receiving and registering complaints

The person who receives the written complaint forwards it as soon as possible to a member of the Complaints Committee, who records the complaint using the Complaints Form/external (see Annex 1). The written complaint is attached to the form. The Complaints Committee appoints one of its members as its representative with the responsibility for handling that complaint. The representative will always contact the party lodging the complaint by telephone to obtain additional information, which the representative then records.

2. Confirmation

No more than one week after the complaint was received, the representative responsible for handling the complaint sends out a letter of confirmation/e-mail. That letter of confirmation/e-mail should include:

  • a short description of the complaint (including the date, location and extraordinary circumstances),
  • a description of the process and the projected timeframe for addressing the complaint.

An entry stating that the confirmation has been sent is recorded in the Complaints Form/external.

3. Inquiry

The representative presents the incoming complaint to the employee or employees concerned. The representative adds a summary of the response given by each person involved to the Complaints Form and makes such changes as are necessary until the person involved declares himself or herself to be in agreement with the description. The representative informs the employee or employees concerned of the further process.

The representative consults with the other members of the Complaints Committee to establish whether the complaint is valid. If the complaint is dismissed, the Complaints Committee sends out a letter/e-mail within three weeks after the date on which the complaint was received announcing that the complaint has been dismissed and explaining the reasons for that decision.

4. Corrective measures

Depending on how serious the complaint is and on whether the cause and responsibility can be identified, and in consultation with the party lodging the complaint, the representative determines what solution will be proposed to the party lodging the complaint. Possible solutions that may be proposed include rectifying the source of the complaint, offering reparation and/or offering a replacement service.

The representative presents the proposal to the party lodging the complaint within four weeks after the complaint was received. If demonstrable grounds exist, that term may be extended, provided that the party lodging the complaint is notified in writing of that extension before the term lapses.

If the party lodging the complaint is not satisfied with the solution proposed, the directors may consider the advisability of conducting a new internal inquiry and/or offering a new solution. The offer and the response from the party lodging the complaint are recorded on the Complaints Form, including their respective dates.

In case of DUO students: if both parties cannot agree, the party lodging the complaint can contact the Blik op Werk complaints line (klachtenlijn) or the Blik op Werk Arbitration Board (College van Arbitrage); via mail: info@blikopwerk.nl or via post: Blik op Werk, Postbus 2707, 3500 GS Utrecht.

5. Preventative measures

The directors determine whether any measures can be taken to prevent a repeat of the circumstances that led to the complaint. They consult the party that is capable of introducing effective improvements. The preventative measures are recorded on the Complaints Form.

6. Report

The directors ensure that the arrangements with the party lodging the complaint are carried out. Once the complaint has been dealt with, this is recorded on the Complaints Form.

The directors and the management team annually analyse incoming complaints, and should be capable of explaining the backgrounds, the time required to deal with the complaints and outcomes of the complaints dealt with. They determine whether any trends can be identified, whether the corrective measures resulted in satisfied customers and whether the preventative measures led to improvement.

7. Review

At least once every year, the directors and management review the complaints management system. This analysis is part of the organisation’s quality policy.