Kraker Trailers complaints procedure
1. Definitions
Complaint
Any reasonably identifiable, oral or written expression of dissatisfaction concerning the person's privacy.
Complainant
The person involved or their representative who files a complaint.
Complaint Regulation
This document.
Complaints Officer
The employee 'complaints officer' designated by Kraker Trailers, to whom the handling of the complaint has been delegated.
Complaint Registration Form
A form to be used internally to implement the procedure laid down in the complaints procedure.
2. Objectives
The objectives of the complaints procedure are:
1. to establish a procedure to deal constructively with complaints from those involved within a reasonable period of time;
2. to establish a procedure to determine the causes of complaints from those involved;
3. maintaining and improving existing relationships through proper complaint handling;
4. training employees in targeted response to complaints;
5. improving the quality of service provision through complaint handling and complaint analysis.
3. Informing the person concerned
The complaints officer
Points out to the complainant that Kraker Trailers has a complaints procedure;
Points out to the complainant that they can also file a complaint with the Personal Data Authority:
If you have a complaint about the way the complaint is handled or the processing of your personal data by us, you can file a complaint with the Personal Data Authority under Article 57 of the AVG. This can be reached via telephone number 0900 - 2001201, by mail: PO Box 93374, 2509 AJ DEN HAAG.
4. The internal complaints procedure
1. The person causing the complaint will try to reach a solution together with the complainant, whether or not after consulting the complaints officer;
2. The person causing the complaint or the complaints officer, respectively, will ensure that the complaint is handled properly in accordance with these complaints regulations;
3. Confidentiality must be guaranteed under all circumstances;
4. The decision on the complaint shall be communicated to the complainant.
5. Registration of the complaint
1. All complaints will be registered at ict@krakertrailers.nl ;
2. The complaint officer shall register and classify the complaint;
3. The complaint is classified;
- By method of filing as
A. oral
B. in writing
- according to the nature of the complaint according to the following categories
I. complaints about methods of/handling by the perpetrator
II. complaints about privacy-legal aspects of service provision
III. complaints about the processing of personal data of the person concerned
IV. complaints about services in general
4. A complaint may be divided into several classes;
5. If the complaint has been settled, the person responsible for the complaint and the complaint officer shall make a report on how the complaint was settled on the complaint registration form.
6. Responsibilities
1. The person responsible for the complaint and thereafter the complaint officer are responsible for handling and settling complaints;
2. The complaint officer shall be responsible for a complete completion of the complaint registration form;
3. The causer of the complaint shall keep the complaint officer informed of the further handling of the complaint;
4. The complaint must be settled in writing by Kraker Trailers within four weeks;
5. The complaint officer shall provide a response to the complainant;
6. The complaint officer shall maintain the complaint file.
7. Analysis of complaints
1. The complaint registration forms are collected from the complaint officer after the complaint is settled;
2. The complaint officer shall make periodic reports of the resolution of complaints;
3. The complaint officer processes the data and makes an annual analysis;
4. The Complaints Officer shall also make recommendations to prevent new complaints, as well as to improve procedures.
8. Internal discussion
1. Once a year, complaints data are discussed on the basis of an analysis;
2. Measures for improvement are prepared and planned;
3. The complaints officer is responsible for preparing this meeting and making an analysis.
9. Preventive action
1. Based on the annual analysis of the complaints officer, the management of Kraker Trailers will decide on the preventive action to be taken to improve the quality of the processing of personal data and the protection of the (privacy) rights of data subjects;
2. The measures to be taken are presented to the staff together with the analysis (learning).