Complaints Procedure

Below is the Complaints Procedure of Bitonic.

This document outlines how Users can file a Complaint and how Bitonic records and handles such Complaints. The definitions used in this document have the same meaning as those in the User Agreement. Additionally, supplementary definitions are included in article 1 of this document.

Article 1: Definitions

Complaint

Any written expression of dissatisfaction from or on behalf of the User towards Bitonic, concerning the Services provided by Bitonic, the persons working under its responsibility, or relating to the formation or execution of an agreement and/or the quality of the Services.

Complainant

The User or their representative who submits a Complaint.

Complaints Officer

The Bitonic employee designated to handle and resolve a Complaint.

Article 2: Scope of application

1. The Complaints Procedure applies to every agreement between Bitonic and the User.
2. The Complaints Officer is responsible for handling Complaints in accordance with the Complaints Procedure.

Article 3: Objectives

1. To establish a procedure for the constructive handling of User Complaints within a reasonable time frame.
2. To define a process for identifying the causes of Complaints.
3. To maintain and improve existing relationships through effective Complaint resolution.
4. To train Bitonic staff to respond to Complaints in a customer-oriented manner.
5. To enhance the quality of Services by addressing and analysing Complaints.

Article 4: Procedure

1. The User may submit a Complaint via klachten@bitonic.nl or by using a template provided by Bitonic. In either case, the Complaint will be forwarded to the Complaints Officer.
2. The Complaints Officer acknowledges receipt of the Complaint within 5 business days and informs the Complainant about the further handling of the Complaint. The Complaint is then recorded in the complaints register.
3. A Complaint must pertain to the Services provided by Bitonic, the persons working under its responsibility, or relating to the formation or execution of an agreement and/or the quality of the Services. The Complaint must be submitted within a reasonable timeframe after the issue arises and must contain sufficient information to assess the Complaint. If additional information or documentation is required, Bitonic requests the Complainant to provide it.
4. If the Complaint concerns a Bitonic employee, the Complaints Officer notifies the employee and provides both the Complainant and the involved Bitonic employee with the opportunity to provide further explanation.
5. The involved Bitonic employee, together with the User and the Complaints Officer, seeks to reach a solution.
6. The Complaints Officer resolves the Complaint no later than 2 months after receipt of the Complaint. If this is not possible, the Complainant is informed in writing of the reason for the delay, stating the period within which a decision will be provided.
7. The Complaints Officer provides the Complainant with a reasoned decision on the Complaint in writing.
8. Following its resolution, the Complaint is recorded in the complaints register, including the outcome. If the Complainant does not agree with the resolution of the Complaint, the Complainant may submit the dispute to the competent court, subject to the applicable statutory rules on jurisdiction.

Article 5: Confidentiality and cost-free complaint handling

1. The Complaints Officer and the involved Bitonic employee shall maintain confidentiality during the handling of the Complaint.
2. The Complainant is not liable for any costs related to the handling of the Complaint.

Article 6: Responsibilities

1. The Complaints Officer is responsible for the timely and proper resolution of the Complaint.
2. The involved Bitonic employee keeps the Complaints Officer informed of any contact with the Complainant and possible solutions.
3. The Complaints Officer regularly informs the Complainant about the progress of the Complaint handling.
4. The Complaints Officer manages and maintains the file.

Article 7: Complaint Registration

1. The Complaints Officer records the Complaint, including the subject of the Complaint.
2. A Complaint can be classified under multiple subjects.
3. The Complaints Officer periodically reports on the handling of Complaints and makes recommendations to prevent new Complaints and improve procedures.
4. At least once a year, the registered Complaints, their outcomes and any recommendations are evaluated and, where appropriate, used to further improve the Services and internal procedures.