As an advocacy organisation, COC Netherlands is committed to helping people – and we do that as carefully as possible. Naturally we like to hear that we do our work well, but sometimes we also make mistakes. If that is the case, we would like to hear about it. To correct any mistakes as effectively as possible, COC Netherlands has a complaints procedure, as described below.
Filing a complaint
If you are unhappy with the contact you had with (an employee of) COC Netherlands, or with the way you were treated, you are free to file a complaint. If your complaint relates to the Code of Good Conduct, please see www.coc.nl/goedgedrag for information (in Dutch) on what to do in that case.
You may file a complaint about anything that has to do with COC Netherlands and/or our employees. That could include the policy of COC Netherlands, decisions that have been made, actions and campaigns that have been carried out, the behaviour of a certain employee, or the rules and regulations of the organisation, for example. The events that form the basis for your complaint may not have taken place longer than one year ago.
If you are unhappy with the way an individual employee, a department within the organisation, or even the organisation as a whole has behaved towards you, it is best to discuss that first of all with the individual(s) concerned. If prefer not to have such a discussion, or if you are unhappy about how that discussion went, you can file a complaint with the complaints coordinator.
Our procedure for dealing with complaints received
If you have filed a complaint, you can expect to receive a response within five working days. If COC Netherlands needs more time to be able to respond properly to your complaint, we will inform you of that.
You can file your complaint in writing to COC Netherlands by mail to email@example.com. It must include all the information we will need to be able to process the complaint. You will need to mention your name and address, carefully describe / explain the situation you would like to complain about, and (if applicable) give the name(s) of the person(s) concerned.
If you would like more information or have questions about the complaint procedure – but also if you would like to file a complaint – you can reach COC Netherlands by email: firstname.lastname@example.org.