Complaints procedure Medi-Aid Holland Sri Lanka

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.