Complaints procedure

Article 1. Who this procedure applies to

This procedure applies to job seekers, temporary workers, clients and everyone who deals with us. You can submit a complaint about how we treated you, about our way of working or about someone who works for Groos.

Article 2. What you can complain about

For example, you can submit a complaint about:

• the way we communicate with you;
• the handling of an application, registration or request;
• the use of your personal data;
• unequal treatment or discrimination;
• your terms of employment or safety during your work through Groos.

If your complaint concerns the workplace at a client, we also discuss it with the client. We only do so if you agree.

Article 3. How to submit a complaint

Send your complaint by email to info@groospersoneeldiensten.nl with the subject "Complaint". You can also send a letter to Groos Personeelsdiensten B.V., Hugo Coenraadspad 6, 2553 ER Den Haag.

If you prefer to call, you can do so on 06 83 35 19 85. We will then write down your complaint and send it to you to check.

Please include at least:

• your name and how we can reach you;
• what the complaint is about and when it happened;
• what you expect from us.

Article 4. What we do with your complaint

Within five working days of receipt you will receive a substantive response from us. If we need more time, we let you know within those five working days, with the reason and a new date.

That new date is never later than four weeks after we received your complaint. At the end you always receive our decision and the reasons for it in writing.

Article 5. Who handles your complaint

Our team handles your complaint. If the complaint concerns one of our staff, another member of staff handles it.

Article 6. Confidential and without disadvantage

We treat your complaint confidentially and only share it with those who need it to find a solution. Submitting a complaint has no negative consequences for your work or for our collaboration.

Submitting a complaint costs you nothing.

Article 7. How we record complaints

We record every complaint and how it was handled in a complaints register. We keep that data until one year after the complaint has been dealt with.

Article 8. If you disagree with our response

Groos is not affiliated with a disputes committee. If you disagree with our response, you can go to the competent court.

For some complaints you can also turn to another body:

• about privacy, the Dutch Data Protection Authority (Autoriteit Persoonsgegevens);
• about discrimination, the Netherlands Institute for Human Rights (College voor de Rechten van de Mens);
• about underpayment or unsafe work, the Netherlands Labour Authority.

Article 9. Changes

We update this procedure when our way of working or the law changes. The version number and date of the current version are shown at the top.