This information is addressed to individuals and organizations and answers the following questions:
- When to submit a complaint?
- How to submit a complaint?
- How will my complaint be handled?
When to submit a complaint?
Complaints often arise from misunderstanding or insufficient communication. Always try to resolve your dissatisfaction with the person directly involved (for example a teacher or consultant). Often, a solution can be reached in good consultation.
However, if you are not satisfied with the service of Trustforce or the conduct of our personnel, you can submit a complaint. Do this in writing no later than one year after the incident.
How to submit a complaint?
It is important that you clearly state what your complaint is about. For example, indicate what happened on a certain date or perhaps when you sent us previous correspondence.
We can process your complaint better and more quickly if you enclose copies of documents (if applicable) which may be of interest regarding the incident. We will not return documents submitted by you. Therefore, only enclose copies.
You can send your complaint to :
Attn Complaints Coordinator
PO Box 103
1430 AC Aalsmeer
How will my complaint be handled?
As we receive your letter, we will send you our confirmation of receipt within two weeks. It is therefore important that you state your contact information in your letter ( with the telephone number where you can be reached during the day if you wish ) .
We intend to respond to your complaint within two weeks of receipt and then notify you of our findings. If occasionally the handling of your complaint takes more time, we will notify you. In this situation we will explain why we have not reached a final assessment regarding your complaint and when we expect to inform you of our decision.
Trustforce will maintain confidentiality pertaining to (sensitive) information provided by you or provided on your behalf regarding your complaint.
Retention period complaint file
A complaint file is normally kept for a maximum of two years after we have notified the complainant. If (the possibility exists that) a claim is submitted, Trustforce applies a retention period of five years after handling the complaint or after handling the claim.
Education disputes committee
Trustforce is a member of the Association of ICT Training Institutes. Disputes about our staff or the performance of our work can be submitted by the complainant to the association’s disputes committee. The ruling by this appeal body is binding for us. Its recommendations and directions will be swiftly implemented by us.