Article 1 – Definitions

1.1 The Organization

Rainbow Care&Coaching.

1.2 Client

The person receiving care from Rainbow Care&Coaching or their legal representative.

1.3 Complaint

A written expression of dissatisfaction by or on behalf of a client regarding the specific guidance, treatment, conduct, or behavior of individuals employed by Rainbow Care&Coaching.

1.4 Complainant

The person submitting a complaint, who may be a client, a legal representative, or a close relative of a client of Rainbow Care&Coaching.

1.5 Internal Complaints Officer

The designated individual responsible for handling complaints internally. At Rainbow Care&Coaching, the Internal Complaints Officer is F. Saidov.

Article 2 – How to Lodge a Complaint

Rainbow Care&Coaching aims to foster a welcoming environment and ensure a positive experience for all clients. However, should a client or representative feel dissatisfied with the care, services, or treatment received, they have the right to file a complaint.

Complaints provide valuable feedback to improve service quality. Clients are encouraged to discuss their concerns directly with the individual involved. If unresolved, the complaint will be addressed formally.

The complaints procedure follows a clear timeline:

• Acknowledgment of complaint: Within 2 working days
• Initial review and response: Within 5 working days
• Resolution target: Within 14 working days
• If additional investigation is needed, the complainant will be informed and given a revised timeline, which will not exceed 6 weeks.

Article 3 – Role of Employees and Management

• Employees should attempt to resolve complaints amicably by engaging in direct discussion with the complainant.
• If a complaint cannot be resolved informally, the complainant should be referred to the Internal Complaints Officer, F. Saidov.
• Employees must inform complainants about the complaints procedure and their right to escalate their concerns.
• Complaints should be discussed within teams to identify potential areas for service improvement.

If a complaint is escalated to the Head of Clinical Treatment or Coordinator, they must:

• Arrange a meeting with the complainant, ensuring the involved employee is present unless otherwise requested.
• Seek a resolution through mediation or corrective action.

Article 4 – Documentation and Confidentiality

All complaints must be documented systematically. Records should include:

• Details of the complaint
• Actions taken to address the issue
• Resolution outcome
• Any follow-up measures implemented

Complaint records will be stored confidentially and accessed only by authorized personnel. Documentation will comply with GDPR (General Data Protection Regulation) guidelines to ensure data security.

Article 5 – External Independent Complaints Officer

If internal resolution is not satisfactory, the complainant may escalate their complaint to the external independent complaints body, Klachtenportaal Zorg.

Klachtenportaal Zorg:

• Provides independent mediation between clients and Rainbow Care&Coaching.
• Maintains confidentiality and impartiality throughout the process.
• Can assist clients in writing and submitting formal complaints.

To submit a complaint, clients can:

• Use the complaint form at klachtenportaalzorg.nl
• Contact Klachtenportaal Zorg at  [email protected]

Article 6 – Withdrawal of a Complaint

A complainant may withdraw their complaint at any stage by submitting a written request. Upon withdrawal, the complaint handling process will be discontinued.

Article 7 – Complaints Committee

Should the complainant seek further escalation, they may submit their complaint to the Klachtenportaal Zorg Complaints Committee, which will:

• Investigate the complaint and assess its validity.
• Issue a ruling or provide binding advice.
• Inform the complainant about further resolution steps.

The Complaints Committee may collect relevant documentation from Rainbow Care&Coaching, provided that client consent is obtained.

Article 8 – Representation

The complainant, the individual subject to the complaint, or Rainbow Care&Coaching may be represented during the complaint process. Representation may include a legal representative or a confidant. The management may request written authorization for representation.

Article 9 – Costs

• The complaint handling procedure is free of charge for the complainant.
• Any additional personal legal representation costs will be the responsibility of the complainant.
• If the complaint proceeds to the Complaints Committee, any associated costs will follow the committee’s regulations.

Article 10 – Complaints About Third Parties

• If the complaint relates to another organization or individual outside Rainbow Care&Coaching, it will be handled in coordination with the relevant party, provided the complainant agrees.
• In cases of joint complaints with external providers, the complainant may choose whether Rainbow Care & Coaching or the external party will act as their main point of contact.

Article 11 – Informing Clients About the Complaints Procedure

Rainbow Care&Coaching ensures that all clients are informed about their right to lodge complaints and the available complaint resolution processes. Information about the Complaints Procedure will be:

• Clearly outlined on the Rainbow Care&Coaching website

Article 12 – Regular Review and Improvement of the Complaints Procedure

To ensure compliance with Dutch law (Wkkgz) and improve service quality, Rainbow Care&Coaching will:

• Conduct annual reviews of the complaints handling procedure.
• Collect feedback from complainants and staff to improve efficiency and accessibility.
• Modify policies and processes where necessary to align with best practices and regulatory updates.

By implementing this Complaint Handling Procedure, Rainbow Care&Coaching ensures a fair, transparent, and legally compliant process for addressing client concerns, contributing to continuous service improvement and client satisfaction.