1. Definitions

In this complaint and dispute procedure, the following terms shall have the following meanings:

• the power of time off : the management of the power of time off, responsible for handling complaints. Available at info@thepoweroftimeoff.com, attn. Ingrid Valks.
• Disputes Committee: the disputes committee of the power of time off consisting of E. de Jong (AvoCare) such with the right of substitution, (accessible via Avocare Labor Lawyers, Gedempte Oude Gracht 65G, 2011 GM Haarlem or dejong@avocare.nl
• Complaint: any written, non-anonymous expression of dissatisfaction with a Training of the power of time off.
• Training: a personal development and leadership program, a vitality program, a retreat, or any form of the foregoing by the power of time off.  A Training can consist of one or more modules. The duration of the Training can vary from one or more day sessions to one or more years.
• Complainant: the Client who submits a written, non-anonymous complaint to the power of time off or Disputes Committee.
• Client: the party (individual or organization) entering into an Agreement(s) with the power of time off. The Client can also be a participant of a training, purchased by the employer, association or other organization from the power of time off.

2. Applicability

This complaint and dispute procedure applies to any agreement between the power of time off and Client.

3. Confidentiality

Both the power of time off and the Client, as well as the Dispute Committee, will treat the data entrusted to them confidentially and will not disclose it to third parties insofar as it concerns data that have come to their knowledge, in any way whatsoever, during the handling of a complaint or dispute.

4. Complaint
   

Submission and Content of Complaint
4.1 Complaints about the Training
provided should be submitted in writing (by letter or e-mail) by Participant or Principal within 4 weeks after the complaint arose to the power of time off to the attention of Mrs. I. Valks, Wagenweg 192, 2012 NM, Haarlem, or via info@thepoweroftimeoff.com. The complaint should at least include:

• Name and (e-mail) address of complainant.
• Date complaint. – Clear description of complaint (including date and location).
• Reason for complaint.
• Way the power of time off could take away the complaint.

4.2 If a complaint is not submitted in writing to the power of time off within 4 weeks after the complaint has arisen, the Client shall be deemed to have agreed to the deliverables and to have waived all rights and powers they may have under the agreement with the power of time off or the law. Lodging a complaint does not affect the fulfillment of the payment obligations.

Note: the power of time off takes submitted complaints seriously, as a result of which the Complainant and/or the Client may be required to make complaints known at short notice. Because more people are involved in the training provided by the power of time off (in the development of a training, the trainers and the logistical support), the people involved work at different locations and the power of time off may also employ third parties, it is important to make a complaint known in a timely manner. The facts surrounding a complaint cannot be traced after the passage of (too much) time which is to the disadvantage of the Client, the Complainant, and the power of time off.

Receipt and Handling of Complaint
4.3 The Power of Time Off acknowledges receipt of the complaint to the complainant as soon as possible, but no later than 7 days after receipt.

4.4 the power of time off will respond within 14 days of receiving the complaint. If the power of time off needs more time to handle, or at least respond to the complaint, the power of time off will notify the complainant within 7 days of receipt. Where appropriate, the power of time off shall give reasons for the delay and an indication of the time it will take to respond to the complaint.

4.5 The response to the complaint may include a final position, or an invitation to oral consultation. In the latter, the parties will attempt to reach a mutually acceptable solution.

5. Appeal to Disputes Committee

Submission and Content of Appeal
5.1 If the solution as mentioned in article 4.5 is not achieved, or the complainant does not find the final position of the power of time off an acceptable settlement of the complaint, it is possible for the complainant to appeal to the Disputes Committee.

5.2 An appeal against settlement of the complaint must be submitted in writing (by letter or e-mail) within 14 days of the date of the response to the complaint by the power of time off to the Disputes Committe (Avocare Arbeidsrecht Advocaten, attn. E. de Jong, Gedempte Oude Gracht 65G, 2011 GM Haarlem or dejong@avocare.nl), with a copy to the the power of time off , (Wagenweg 192, 2012 NM, Haarlem or info@thepoweroftimeoff.com attn. Ingrid Valks).

5.3 If an appeal is not submitted in writing to the Disputes Committee within 14 days of the date of the Power of Time Off‘s response to the complaint, the Client / Complainant shall be deemed to have agreed to the handling of the complaint and to have waived all rights and powers they may have under the agreement with the Power of Time Off or the law.

Disputes Committee
5.4 The Disputes Committee consists of E. de Jong (Avocare), with the right of substitution. The Dispute Committee receives a compensation from the power of time off for the disputes handled, but otherwise has no ties to, or involvement with the power of time off, in any form or by any name.

Dispute Procedure
5.5 The Dispute Committee shall acknowledge receipt of the appeal to the complainant and the power of time off
as soon as possible, but no later than 7 days after receipt of the appeal.

5.6 The Dispute Resolution Committee, which may use the support of the Director in doing so, shall arrange for the collection of the data necessary to make a judgment on the dispute.

5.7 The Disputes Committee shall consider the complaint within 4 weeks of receiving the appeal and render its decision.
The decision of the dispute committee is binding for the power of time off. Any consequences will be carried out by us within two weeks.

5.8 If the Disputes Committee needs more time to deal with the complaint, the Disputes Committee shall notify the complainant within the set period of 4 weeks from the date of receipt of the appeal. Where appropriate, the Disputes Committee shall give reasons for the postponement and an indication of the time it needs to render a decision.

5.9 The decision shall be signed by the Disputes Committee and communicated to the parties in writing. In addition to the decision, the ruling shall in any case include: – names and places of residence of the parties; – a list of the documents of which the Disputes Committee has taken cognizance; – the grounds for the decision given; – the date.

6. Records and retention period

All complaints and disputes, as well as the method of resolution, are recorded. Complaint dispute files are kept for 2 years.

Last updated August 2024