-
Complaints procedure
By listening carefully to your wishes and needs, we strive to work to the satisfaction of parents. However, it can occur that you are dissatisfied with things that have happened. In accordance with the Dutch law on child care (Wet Kinderopvang), Hestia Early Learning Centre has drafted an internal complaints procedure. This procedure describes the process in which complaints of parents are handled and registered. Preferably, parents/carers first discuss the complaint with the person directly involved. If this does not lead to a satisfactory solution, a formal complaint can be submitted.A formal complaint should be submitted in writing, preferably via e-mail: info@hestiakinderopvang.nl.
Via regular mail is also possible: Hestia Kinderopvang, Asterweg 17A1 1031HL, Amsterdam
The complaint will be forwarded to the staff member that will deal with the complaint and the managing director will be informed. Depending on the nature of the complaint, it will be handled by:- the team leader of the location
- the manager of planning & placement and finance
- a complaint about a team leader or a manager will be handled by the managing director
If the internal complaints handling procedure does not lead to a satisfactory solution, you can turn to Klachtenloket Kinderopvang (National Counter for child care complaints), located in The Hague. They can offer information, advice and mediation. The Counter handles your complaint free of charge and can subsequently propose intervention or mediation.
If the Klachtenloket and/or mediation cannot help sufficiently, you can file your complaint with the independent Geschillencommissie Kinderopvang (Consumer Complaints Board). Your complaint will then formally be a dispute. Mediation by the Geschillencommissie is not free of charge. You will have to pay 25 euro if you file a dispute. In case of a dispute, Hestia will be represented by a lawyer.Annual reports 2022
