Complaint statutes

Complaint statutes

Introduction

At Urifoon, we do our utmost to serve you as well as possible. However, providing care services is a human effort, which means that our help will not always be flawless, or happen according to your expectations. If for any reason you are not satisfied with the care provided by Urifoon, you are free to make use of our complaint procedure.

In the statutes below, we clarify what we mean by a complaint and what you can do in case you have a complaint.

What is a complaint?

Any message that you send Urifoon in which you state that you are dissatisfied with the behaviour of an employee or person working on behalf of Urifoon will be treated as a complaint by us. By message we mean verbal, written and digital messages. By behaviour we also mean those decisions that are taken within Urifoon and that you are involved in and experience consequences of.

Who may file a complaint?

Anyone who has or has had direct or indirect contact with the care and service provision of Urifoon may file a complaint.

How is a complaint filed?

When handling a complaint, we generally use the following step-by-step plan: talk first. When a complaint is filed, we will first attempt to reach a solution by having a conversation between the two parties. At Urifoon, we feel that addressing a problem can already spare the party involved a lot of pain. That is why we will always ask you to first try to solve the complaint together. Of course, you may always choose to have yourself represented in such a conversation, or later in the procedure.

If the complaint is resolved after the meeting, this solution will be put down in writing on the appropriate complaint form and both parties will sign it for approval. With this, we then consider the complaint settled and we save the complaint form for internal quality purposes only.

Written complaint

When a meeting between the parties involved doesn't lead to a solution, or when a meeting is no longer possible given the circumstances, a written complaint may be submitted. This form will then go to the complaints committee (= the board of Urifoon). They will assess the steps to be taken. In any case, all parties involved will be offered the opportunity to explain their side of the matter. All parties may choose to be represented by a third party.

It is the job of the complaints committee to reach a solution that everyone can live with through mutual consultation. The complaints committee may give an assessment and take a position on behalf of Urifoon, but it cannot make a binding decision regarding the complaint.

If a solution is found at this point in the process, this solution will be written down on the complaint form and signed for approval by all parties involved. That concludes the complaint. In this case too, the complaint form and the handling of the complaint will only be saved for quality improvement purposes.

After the decision

Depending on the decision of the complaints committee and the possibility for continuing with the provision of care, Urifoon will look for an internal solution with you. If this is not possible, a solution can also consist of ending the provision of care. Urifoon will then offer help in finding a replacement care provider if this is desired, or will ensure a correct termination of the care provision.

Contact information complaints committee

Urifoon

attn. The management

Mennonietenbuurt 29

1427 AX Amstelhoek

Or [email protected]