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Explanation

Article 18 of the Dutch Private Security Organisations and Detective Agencies Regulations stipulates that detective agencies must establish a complaints procedure. The complaints procedure must at a minimum contain the following information:

  • The person to whom the complaint must be submitted;
  • The minimum requirements that a notice of complaint must meet;
  • The period within which a complaint can be submitted;
  • The procedure to be followed for handling the complaint;
  • The period within which the complaint will be handled.

Our detective agency will submit a copy of the submitted complaint(s) to the Minister of Justice and Security.

Trapital complaints procedure

Article 1. Definitions and scope

In this complaints procedure, the following terms are defined as stated below:

  1. The organisation: Trapital;
  2. The complainant: the person whose interest is directly involved in the conduct of the organisation;
  3. Conduct: actions or omissions on the part of the organisation or its employees;
  4. The accused: the organisation against whose conduct the complainant has submitted a notice of complaint;
  5. A notice of complaint: a written complaint against the conduct of the accused;
  6. The complaints committee: the committee that is authorised to deal with notices of complaint in the second instance;
  7. A notice of appeal: a written complaint against the decision of a director, the absence of a decision by a director or the conduct of a director.

Article 2. Scope of application

This complaints procedure applies to the handling of complaints about the conduct of Trapital and its employees.

Article 3. Method of submission

  1. A complainant or their authorised representative may lodge a complaint with the director of the organisation that performed the action.
  2. A notice of complaint must be signed and includes at least the following information:

                  - the name and address of the complainant;

                  - the date;

                  - a description of the conduct that is objected to;

                  - the grounds on which the complainant objects

  1. If the notice of complaint does not meet the requirements referred to in the second paragraph of this article, the director of the organisation will inform the complainant of this and will invite the complainant to rectify the omission within two weeks.
  2. If the complainant fails to rectify the omission as referred to in the third paragraph of this article, the complaint will not be handled.

Article 4. Time limit for submission

The time limit for submitting a notice of complaint is six weeks, counting from the date on which the conduct took place that forms the basis for the complaint.

Article 5. Handling free of charge

There are no costs involved in the handling of a notice of complaint.

Article 6. Confirmation of receipt

The director will send an acknowledgement of receipt within two weeks of receiving the notice of complaint.

Article 7. Copy of notice of complaint

The director will send a copy of the notice of complaint to the Justis Department (Judicial Agency for Testing, Integrity and Screening) of the Dutch Ministry of Justice and Security within two weeks of receipt of the complaint.

Article 8. Oral handling procedure

  1. The director of the organisation will investigate the complaint and will invite the complainant to a personal interview.
  2. The director will hear the complainant and can also make enquiries with third parties.

Article 9. Written handling procedure

  1. If the complainant does not wish to be heard, the complaint will be handled in writing.
  2. If the notice of complaint does not meet the requirements as described in Article 3, the notice of complaint will not be dealt with.

Article 10. Decision

The director will decide on the complaint within six weeks of receipt of the notice of complaint.

Article 11. Written notice

The decision on the complaint will be communicated to the complainant in writing.

Article 12. Notice of appeal

A notice of appeal can be submitted to the independent complaints committee within six weeks of receiving the decision of the director.

Article 13. Method of submission

  1. A complainant or their authorised representative may submit a notice of appeal to the complaints committee.
  2. A notice of appeal must be signed and includes at least the following information:

                  - the name and address of the complainant;

                  - the date;

                  - a description of the conduct that is objected to;

                  - the grounds on which the complainant objects.

  1. If the notice of appeal does not meet the requirements referred to in the second paragraph of this article, the complaints committee will inform the complainant accordingly and will invite the complainant to rectify the omission within two weeks.
  2. If the complainant fails to rectify the omission as referred to in the third paragraph of this article, the complaint will not be handled.

Article 14. Confirmation of receipt

The complaints committee will send an acknowledgement of receipt within two weeks of receipt of the notice of appeal.

Article 15. Method of handling

  1. If a notice of appeal does not relate to one of the subjects referred to in Article 1.7, the complaints committee will declare your notice of appeal inadmissible.
  2. If the notice of appeal is admissible, the complainant and the accused will be invited to a hearing.
  3. The complaints committee may also make enquiries with third parties.

Article 16. Decision

The complaints committee will decide within six weeks of receipt of the notice of appeal.

Article 17

The decision will be communicated in writing to the complainant and the accused.

Article 18

A copy of the notice of appeal and the decision will be sent to the Justis Department (Judicial Agency for Testing, Integrity and Screening) of the Dutch Ministry of Justice and Security.