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Complaints procedure UNICEF the Netherlands

Are you not satisfied with the way UNICEF Nederland works? Do you want to share a complaint with us? Please contact us. We are happy to learn from this and consider your information as a way to improve our work. Thank you very much for the effort!

This complaints procedure has been drawn up by UNICEF Netherlands and is intended for all volunteers, donors, buyers of UNICEF cards and gifts and other target groups of UNICEF Netherlands. It contains provisions on how the complaints that are submitted against one or more volunteers and / or employees and / or UNICEF Netherlands are handled. 

1. Definitions
  • Management: the statutory board of UNICEF Netherlands;
  • Complaint: an alleged shortcoming assumed by the complainant. It is an expression of dissatisfaction with UNICEF in general received by UNICEF Netherlands, a service rendered by UNICEF Netherlands, a person working for UNICEF Netherlans or a product of UNICEF.
  • Complaints regulation: this complaints regulation;
  • Complainant: a natural or legal person who submits a complaint to UNICEF Netherlands.
  • In writing: by email or letter;
  • UNICEF Netherlands: Stichting Nederlands Comité UNICEF, with its registered office in The Hague.
2. Submitting a complaint

2.1 A Complainant can submit a complaint to UNICEF Netherlands in the following ways:
a. by e-mail; info@unicef.nl;
b. written; to UNICEF Nederland, with regard to Customer Service, PO Box 95375, 2509 CJ The Hague, mentioning 'complaint';
c. by phone; via: 088 - 444 96 66;
d. oral; to a representative of UNICEF Netherlands;
e. via the contact form; on the UNICEF Netherlands website (www.unicef.nl/contact)

2.2 When submitting a complaint, a Complainant must at least provide the following information:
a. name and email address and / or telephone number of the Complainant;
b. the nature and clearest possible description of the complaint

2.3 A complaint in which the information as stated in Article 2.2 is not stated or is incomplete, will not be processed by UNICEF Netherlands. If reasonably possible, UNICEF Netherlands will inform the Complainant within two working days after the complaint has been submitted that the complaint cannot be processed because the information is incomplete.

2.4 By submitting a complaint, the Complainant accepts the content of these Complaints Regulations. 

3. Handling of the complaint by UNICEF Netherland

3.1 The Complainant receives - if reasonably possible - a written confirmation of receipt of the Complaint from UNICEF Netherlands within two business days after the complaint has been submitted to UNICEF Netherlands. If the complaint has been submitted orally or otherwise by telephone to UNICEF Netherlands, UNICEF Netherlands can verbally confirm receipt of the complaint.
3.2 UNICEF Netherlands may request further information from the Complainant or third parties to assess and / or settle the complaint.
3.3 UNICEF Netherlands intends to handle the complaint within 21 days after it has been submitted and to inform the Complainant about this in writing.
3.4 If the complaint cannot be settled within 21 days, UNICEF Netherlands will inform the Complainant in writing, stating the reasons, stating the further period within which UNICEF 
Netherlands will handle the complaint. UNICEF Netherlands will then inform the Complainant in writing within the specified period about the way in which the complaint will be dealt with.

4. Termination of a complaint

4.1 A complaint that has been submitted in one of the ways referred to in Article 2.1 ends if:
a. the complainant withdraws the complaint;
b. after mediation and / or after consultation with the complainant it appears that there is no longer any need for the complainant to continue handling the complaint;
c. UNICEF Netherlands has handled the complaint. The complainant will be notified in writing of the non-handling of a complaint, stating reasons.

5. CBF - Central Fundraising Office

If the Complainant is not satisfied with the handling of the complaint by UNICEF Netherlands, the Complainant can turn to the CBF (Central Fundraising Office via www.cbf.nl). The CBF will further process the complaint.

6. Other provisions

6.1 UNICEF Netherlands can file a file of every complaint submitted to UNICEF Netherlands. The responsible department, Customer Service of UNICEF Netherlands and the management have access to this file at all times, within the framework set by the privacy legislation, and as indicated in our privacy statement.

6.2 Anyone who is involved in a complaint and the handling thereof in accordance with these complaints regulations will keep this complaint and information obtained in connection with the complaint secret as far as it concerns apparently confidential data.

6.3 The handling of a complaint by UNICEF Netherlands can never include a recognition of liability of UNICEF Netherlands

6.4 In all cases not covered by these complaints regulations, the Director decides. 

7. Establishment and amendment of complaints procedure

7.1 This complaints procedure is established and can be changed by the Management Board.

7.2 This complaints procedure was established on 1 July 2019. 

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