Complaint procedure

Dealing with complaints at Waterval

Waterval values its consumers and consumer satisfaction highly. We do our utmost at developing, offering and teaching language courses of quality. Nevertheless: mistakes are human, accidents will happen, and misunderstandings may arise. In case you’re not satisfied with our products or services, let us know as soon as possible!
One way is picking up a phone or pen, laptop or tablet, and telling your teacher or Waterval what you find/found annoying. Don’t wait too long, as frustration might build up. Sometimes a few adaptations might solve the problem straightaway.
If you think the problem is too serious for that, and Waterval as a whole should really know about it and do something about it, use one of these two channels:

1) Report an internal complaint to us, Waterval.
To do this, you can use our online complaint form, which covers just about every dimension a complaint may have. Identical paper complaint forms are available in the Waterval classrooms; ask for one if need be. Complaints can only be reported in writing, within a period of four weeks starting the day the event took place.
All complaints will be directed to the complaints officer at Waterval, who will be in charge of the procedure.

What happens to your internal complaint?
Complaints are always treated confidentially. Without your consent, no information concerning your complaint will be handed over  to third parties. Every complaint will be dealt with by Mariette Peeters, complaints officer, all according to the following procedure:
1. You’ll receive a reaction in writing from Waterval, within two weeks after the reception of your complaint. We’ll confirm the fact you reported a complaint, and describe how we’ll go on from this. In case your complaint cannot be dealt with in time – i.e., within four weeks – we’ll inform you within these four weeks, telling you we need extra time, and stating the reason why this is so.
2. The complaints officer,
a. will ask the  employee(s), who was (were) in charge of your course our other process at the time, for further information;
b. will ask you for further information, if need be;
c. will ask witnesses for further information (in case);
d. will judge all information and weigh arguments from both sides;
e. will formulate a definitive point of view;
f. will inform you in writing, stating the reasons that led to this conclusion;
g. will take care of filing the case report in our complaint administration (archive), this to assure a review (see next paragraph) may be possible within five years.
h. will take care of the final deletion of these reports after five years, to assure the privacy of our customers and employees.

2) Direct your complaint to a third-party mediator.
Another possibility is to turn to an independent mediator for a totally independent review of your case. Bear in mind that the costs of such an external procedure, though split in halves between Waterval and customer, can be huge.
The judgment, if necessary, of such a third-party mediator is binding for both parties.

MJ Mediation / Maarten Jacobs
NMI-gecertificeerd mediator
Meerssenerweg 187 6224 AE  Maastricht
Telefoon: +31 (0)43 321 66 56/ +31 (0)65 158 08 66
Email:
info@mj-mediation.nl

Exception: complaints about tests
Results of tests (at the start and at the end of most Waterval courses) are outside this complaint procedure. Comments and criticisms about (the general organization and level of) exams, evaluation and correction will be met with. Also, a test evaluation, a re-sit, and extra support are among the possibilities we always offer.

On the other hand, Waterval will always reserve the freedom to arrange and correct tests as it sees fit. Bear in mind that Waterval doesn’t test for generally recognized Dutch diplomas (e.g. the “Staatsexamen NT2”, or the “Inburgeringsexamen”). We do assess the development of your language skills though, and are always willing to listen to general suggestions regarding the way we prepare for and execute these assessments!

Complaints which have been dealt with in either one of these procedures, can not and will not be reviewed (or re-reviewed).

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