NIP Model Complaints and Dispute Reg

NIP Model Complaints and Dispute Regulations

Last updated: October 12, 2025

This procedure is used by Agnieszka Bojanowska, PhD - Paths to Well-being
Objectives of this complaints and dispute procedure:
a. To create the possibility of restoring the relationship between complainant and care provider and to resolve issues arising within this relationship.
b. To do justice to the individual complainant.
c. To systematically collect complaints in order to gain better insight into shortcomings in psychological and pedagogical care, thereby improving responses to client needs in general and preventing similar dissatisfaction or complaints.
d. To monitor and evaluate the data mentioned under c. in the context of policy development to safeguard and promote the quality of care.

Article 1 – Definitions

Client: the natural person who wishes to use, is using, or has used the care provided by the care provider. Client also includes “patient.”
Complaint: an expression of dissatisfaction regarding a behavior of the care provider toward a client.
Complainant: the person filing the complaint, namely: the client, their legal representative, their authorized representative(s) in writing, or a relative, as well as any person the care provider refuses to consider as a representative of the client in the context of care.
Accused: the care provider against whom a complaint has been filed.
Complaints officer: the person who, from an impartial and independent position, supports the complainant in filing the complaint if desired and guides the complainant and the accused in resolving the complaint, aimed at problem-solving and relationship restoration.
Behavior: any action or omission, including decisions made by the accused that have consequences for a client.
Complaint mediation: guidance by the complaints officer of complainant and accused in seeking a satisfactory resolution of the complaint.
Care provider: [insert name], solo practitioner, who in the context of this procedure fulfills the obligations for a care provider as described in the Wkkgz (Health Care Quality, Complaints, and Disputes Act).

Article 2 – General

The care provider is responsible for providing a careful, effective, and timely opportunity for complaint handling.
The care provider shall investigate complaints carefully, ensure the availability of expert assistance for the complainant via an independent complaints officer, and be affiliated with a competent dispute committee.
The care provider is responsible for making the complaints procedure (including the availability of the complaints officer and dispute committee) known to clients.

Article 3 – Admissibility of the complaint

A complaint is inadmissible if:
a. it does not concern the care provider;
b. it does not concern actions covered under the Wkkgz;
c. it is filed anonymously;
d. it is filed by someone other than the complainant(s) described in Article 1;
e. it is filed on behalf of a client without their consent (where consent is required);
f. an identical complaint by the client is already in process or has been processed under this complaints procedure (through the care provider or complaints officer);
g. the handling of the complaint under this procedure has been concluded and no new facts have arisen;
h. the complaint has previously been reviewed and assessed by the Dispute Committee for Psychological and Pedagogical Care.
If the care provider and/or complaints officer considers a complaint inadmissible, they shall promptly inform the complainant in writing, stating the reasons and how the complainant may have this decision reviewed.

Article 4 – Complaints Officer: Purpose and Position

The purpose of engaging a complaints officer includes promoting or contributing to an equal relationship between complainant and care provider and finding an effective resolution to problems between client and care provider.
The care provider ensures that the appointed complaints officer:
a. is not involved in the matter the complaint concerns;
b. focuses on achieving the most satisfactory resolution of the complaint;
c. has the freedom to carry out duties according to law, professional standards, and job description, without interference from the care provider.
The care provider ensures the complaints officer meets the competencies and job requirements as described in the professional profile established by the Association of Complaints Officers in Health Care Institutions (VKIG).

Article 5 – Duties of the Complaints Officer
The complaints officer shall:

Provide accessible reception of complaints.
Provide information on this complaints procedure and other complaint options.
Advise and assist the complainant in filing and formulating the complaint, clarifying objectives, and determining an appropriate resolution.
With complainant consent, communicate the complaint to the accused and request their cooperation in further complaint handling.
Guide and advise both complainant and accused during the complaint process and ensure a clear closure of the process.
Keep both parties informed of progress.
Identify issues proactively or reactively.
Contribute to the quality policy of the accused.

Article 6 – Procedure for Filing, Handling, and Closing a Complaint

The complainant may file the complaint directly with the accused or the complaints officer, orally, by phone, or in writing (email or letter). The accused or complaints officer confirms receipt within 2 working days.
If filed with the accused, they shall provide an initial oral or written response within a reasonable time (preferably 7 working days).
If the complainant considers this unsatisfactory, the accused will inform them of the option to involve the complaints officer, providing contact details and requesting submission via the complaint form (available via NIP’s website).
If filed with the complaints officer, they shall contact the complainant within 4 working days after receipt confirmation.
The complaints officer explores the complaint, prior steps, complainant goals, and possible next steps, supporting formulation if necessary and referring to other appropriate channels if needed. The complainant decides whether to proceed with the accused and the officer’s involvement.
With complainant consent, the complaints officer contacts the accused, informs them of the complaint and complainant goals, seeks their perspective, explores their goals for resolution, advises on next steps, and their contribution.
The accused provides further clarification if requested and cooperates in complaint handling.
In consultation with complainant and accused, further handling takes place with appropriate complaints officer involvement.
The complaints officer acts as process facilitator, guiding contacts and mediating if desired, and may share correspondence as part of the process.
The complaints officer monitors progress and informs both parties.
Within 6 weeks of complaint submission, the complainant receives a written statement of the outcome, including any measures taken or planned.
This period may be extended by 4 weeks or longer if necessary, with written notification of reasons and expected completion date.

Article 7 – Complaint Concerning Another Care Provider

If the complaint concerns another care provider or institution, the care provider or complaints officer ensures careful transfer and informs the complainant of the correct procedure or transfers the complaint with consent.
If the complaint also concerns other providers, the complaint may be transferred for combined handling, with prior complainant consent.
Without consent, separate handling applies only to the care provider under this regulation.

Article 8 – Submission to the Dispute Committee for Psychological and Pedagogical Care

If the complaint outcome is unsatisfactory, the complainant may submit the complaint as a dispute to the Dispute Committee.
This applies if the complaint includes a claim for damages up to €25,000, unresolved with the care provider or their insurer.
The complainant may also submit if handling exceeds Wkkgz or agreed timelines.
The care provider informs the complainant of this option, including contact details, submission deadlines, and costs.
The committee regulations form an integral part of this procedure and are available at ppz-reglement.pdf.

Article 9 – Registration, Reporting, Archiving, and Retention

The care provider/accused retains complaint data separately from client records.
The complaints officer maintains a complaint file and key registration, ensuring privacy for complainants and accused.
Personally identifiable data is destroyed within 2 years after closure unless compelling reasons exist for longer retention.

Article 10 – Confidentiality
All persons involved in complaint handling are obliged to maintain confidentiality beyond what is necessary for their duties.

Article 11 – Dissatisfaction with Complaints Officer or Dispute Committee
If dissatisfied with their performance, the complainant or accused first addresses the matter with the relevant body. If unsatisfactory, they may escalate to NIP and receive information on further handling.

Article 12 – Final Provision
If ambiguities arise in this regulation and parties cannot resolve them, they shall contact NIP. The NIP director decides on an appropriate interpretation or adjustment.

If you have any questions about this Policy, You can contact us:

By email: agnieszka@pathstowellbeing.nl