Contents:
Objective: 2
- Definition
Submitting a complaint 3
- Expression
- Therapy
- Termination
GOAL
These regulations describe how all complaints received by Medi-Aid Holland Sri Lanka are handled
The following principles apply:
* Handling in a predetermined, unambiguous manner
* Information about the quality of functioning, the image that the outside world has about FHP??? Medi-Aid has and possible improvements
* Providing insight into the number, type and severity of complaints
* Interested parties can request information about the manner in which complaints are handled by Medi-Aid
* Medi Aid has appointed a confidential counselor within its Board for those matters in which a complainant prefers a confidential counselor with regard to the handling of the complaint
DEFINITION OF A COMPLAINT
A distinction is made between a response and a complaint. With a complaint, the person complaining is convinced that something actually went wrong, while this is not the case with a response.
A complaint is:
* An expression of dissatisfaction
* Information indicating that something has gone wrong or is wrong with an activity or expression of the foundation
* An expression of dissatisfaction with the policy or the implementation of the policy by the foundation
* An expression of dissatisfaction about actions and/or decisions or the omission thereof
* Dissatisfaction with the (method of) implementation of the activities in Sri Lanka
* Information indicating that a beneficiary is incorrectly requesting Medi-Aid support.
FILE A COMPLAINT
A complaint can be expressed in various ways:
* In writing: addressed to Medi-Aid Board Benedendamsestraat 17a 4233 EN Ameide
* By e-mail: info@medi-aid.nl
* By telephone: 06-19989250
At least the following information must be provided:
* Name, address, place of residence and preferably an email address of the complainant
* The nature and the clearest possible description of the complaint.
A complaint where the information as stated above is not stated or is incomplete will not be processed. Medi-Aid will inform the complainant of this within three working days after the complaint has been submitted. By submitting a complaint, the benefactor accepts the contents of this complaints procedure.
HANDLING OF A COMPLAINT
* The complainant will receive confirmation of receipt within three working days after the complaint has been submitted; when submitting by telephone or verbally, confirmation can also be made verbally
* All complaints are recorded and registered
* All complaints will be answered as quickly as possible, but no later than within 14 days; If this is not possible, you will be notified with clear information regarding further processing (duration, point of contact, etc.)
* Further information may be requested to assess and/or settle the complaint;
TERMINATION OF A COMPLAINT
A complaint ends
* If the complainant withdraws the complaint
* If, after mediation and/or consultation with the complainant, it appears that there is no longer a need for further handling of the complaint
* When Medi-Aid has handled the complaint.
If the benefactor is not satisfied with the handling of the complaint by Medi-Aid, the benefactor can contact the Central Fundraising Bureau. The CBF will further process the complaint.