Naturally, we want everything to run smoothly and pleasantly. The IVOR team therefore makes every effort to help each student or participant as best as possible. If something does go wrong, we are happy to solve it together. So be sure to let us know as soon as something bothers you! If the problem cannot be resolved to your satisfaction, there is always the option of filing a formal complaint. We use the IVOR complaints procedure for this.
A complaint must always be signed and submitted in writing (by letter) and must contain at least:
a. The name and address of the submitter;
b. The date;
c. A description of the behaviour that the complaint is about.
- A formal complaint must relate to the way in which the IVOR has behaved in a particular matter and/or provided services. General complaints about policy or policy implementation in general therefore fall outside the scope of these regulations.
- Each complaint will be treated in the strictest confidence.
- The IVOR board will determine the necessity of appointing a complaints committee of at least two members for each complaint. The complaints committee will consist of at least one independent third party, Mr Emile Reinards, who has worked as a teacher in this field for many years.
- The complaint will be handled by the management or the complaints committee, which will consider the stories of both parties.
- The management or complaints committee will decide on the complaint within four weeks, if it was submitted in accordance with the IVOR complaints procedure.
- The management or the complaints committee will give the complainant the opportunity to be heard.
- The hearing of the complainant may be omitted if the submitter has stated that he or she does not wish to exercise the right to be heard or if a complaint is considered to be manifestly unfounded.
- The complaints committee will draw up a report of the hearing.
- The IVOR is not obliged to consider the report or the complaint if the incident took place more than two months prior to the filing of the complaint.
- The decision of the Complaints Committee is binding on all parties.
- Disputes can be submitted to the competent court.
- Completed complaints are kept on file for a period of two years.
To avoid irregularities while studying with IVOR, have a look at the General Conditions of Application and Payment of IVOR training courses.