Complaints procedure ISACA Chapter NL

ISACA Chapter NL has its own complaints procedure for participants in educational activities organised by ISACA NL.

1: Making the complaint orally

Participants in ISACA NL activities, who have an individual complaint, are expected to first discuss this complaint with the board member responsible for trainings. An immediate solution can then be offered to thus resolve the complaint immediately.

If you cannot call or speak to the board member directly, you can e-mail your complaint to Info@isaca.nl. Your complaint will then be registered by the back office of ISACA NL and you will receive a response within a week. The back office will pass on the complaint to the relevant board member for further handling.

2: Submit written complaint

If both parties cannot reach an agreement, a written complaint can be submitted to the board. You can fill in the designated complaint form at the bottom of this page. You will receive an automatically generated e-mail with your submitted details for confirmation after submission.

You can also download a complaint form. This can be sent digitally to Info@isaca.nl. You can also send the form by post to: ISACA NL, PO Box 7984, 1008 AD Amsterdam. Download the complaint form here: Complaint form ISACA NL. The submitter will receive confirmation of receipt of the complaint within one week.

The complaint will be sorted out and dealt with by the secretary within the board. The participant who filed a complaint will be kept informed about the handling of the complaint and informed in writing about the settlement. The complaint will have been dealt with within eight weeks (unless this deadline is not feasible, about which the complainant will be informed) and will be answered by or on behalf of the board chair. Any consequences will be dealt with by ISACA NL within four weeks.

3: Writing to the secretary of the board

If, in the opinion of the participant, the complaint has not been resolved or has not been adequately resolved, the complainant may write to the ISACA NL Board, no later than 3 weeks after the resolution, requesting that the complaint be put on the agenda for the ALV.

The complaint should be in writing and substantiate the handling of the complaint up to that point and why the complaint has not been resolved in the process up to that point. This letter should be addressed to the secretary of the board. You can also send it by post to: ISACA NL, PO Box 7984, 1008 AD Amsterdam

The complainant will receive an acknowledgement of receipt within 2 weeks.

When dealing with the complaint at the ALV, an independent committee will be appointed from among the members prior to the ALV. If parties do not agree otherwise, the committee will consist of one member appointed by the complainant, one member by the board, and if necessary, one member by the two appointed members. Board members and the complainant may not be members of the committee. The committee gives its advice to the ALV.

4: Independent complaint body

If, in the opinion of the participant, the complaint has not or not sufficiently been resolved in step 3, the complainant may, up to a maximum of 3 weeks after the resolution, contact Mr I.H.M. Baas, employed by ScheerSanders, PO Box 85996, 2508 CR, in The Hague. The decision of Mr I.H.M. Baas is binding. The costs of the hearing by Mr Baas will be shared by the parties.

5: Reporting

ISACA NL will ensure that a public report is drawn up each calendar year showing the number and nature of complaints dealt with through the complaint forms and the Board. Complaints will always be kept confidential and retained for a period of five years.