Complaints Procedure

Introduction

This procedure applies to all investigation assignments carried out by CI-IT B.V. as a private investigation agency. The full text is available at www.ci-it.nl so that clients and subjects can see how and with whom they can lodge a complaint.

Whereas: It is important that clients and subjects can have their dissatisfaction about the execution of an investigation assignment examined by an independent complaints committee when consultation with the investigator or management does not lead to a resolution.

Article 1 — Definitions

• Client: the natural person or legal entity that gives an investigation assignment to CI-IT B.V.
• Subject: the person about whom an investigation is conducted on behalf of the client.
• Complaint: any written expression of dissatisfaction about the execution or negligence of an investigation assignment, addressed to the complaints committee.
• Complainant: client, subject, or their authorized representative who files a complaint.
• Complaints committee: a committee consisting of the director of CI-IT B.V. and at least one independent official with no interests in CI-IT B.V. or the assignment in question.
• Respondent: CI-IT B.V. or the employee to whom the complaint relates.

Article 2 — Admissibility

1. The complainant may submit a written complaint to the complaints committee within six weeks of the event complained about. This is in line with the standard period from the circular accompanying the Regulation on Private Security Organizations and Investigation Agencies.
2. A later complaint may still be handled if the committee considers it could not reasonably have been expected of the complainant to submit the complaint earlier.
3. Complaints are handled confidentially. Files are only accessible to the committee and those directly involved and are securely destroyed after three years.

Article 3 — Composition and duties of the complaints committee

1. The committee consists of the director of CI-IT B.V. and at least one independent official.
2. The committee investigates submitted complaints, hears the parties, and formulates an opinion on the merits of the complaint.

Article 4 — Complaints procedure

1. Within five business days of receipt, the committee confirms in writing that the complaint has been received.
2. The committee assesses admissibility. If inadmissible, this is communicated to the complainant with reasons.
3. If admissible, a written response is requested from the investigator concerned; a copy is sent to the complainant.
4. If necessary, the committee hears the complainant and respondent in each other's presence, with the possibility of postponement under reasonable conditions.
5. If no resolution is reached, the complainant may appeal to an independent third party appointed by CI-IT B.V. who has no ties to the agency. That third party issues a binding ruling within a reasonable period.

Article 5 — Opinion of the complaints committee

1. Within four weeks of receiving a complaint, the committee issues written advice. This period may be extended twice by a maximum of four weeks; this is communicated to the complainant.
2. The advice contains the reasoning and any recommendations. Both the complainant and the respondent receive a copy.
3. The ruling of the independent third party on appeal is binding, and any consequences are implemented by CI-IT B.V. as soon as possible.

Article 6 — Final provisions

1. A copy of each complaint and its outcome is, in accordance with the circular, brought to the attention of the Minister of Justice and Security.
2. This complaints procedure has been established by the management of CI-IT B.V. and enters into force on the date of publication at www.ci-it.nl.