Not satisfied? We are listening

1. Who can file a complaint?

Any interested party (e.g. employers, employees, job seekers, government, partners) may submit a complaint, provided that:

• their identity and address are stated, and
• there is a legitimate interest.

2. What kind of complaints are there?

2.1 First-level complaints (informal complaints)

I. Definition

Complaints about the daily operations of JobRoad IVZW or the actions of employees, such as:

• slow or lack of communication
• long waiting times
• unfulfilled agreements
• insufficient support
• administrative errors

II. Procedure and time frames

If it is not possible to resolve the matter within 10 working days, then:

• the complainant will be informed timely,
• a reason will be given,
• and a new reasonable deadline will be agreed.

III. Handled by

The responsible employee of JobRoad IVZW (in consultation with the manager if necessary).

2.2 Second-level complaints (formal complaints)

I. Definition

A complaint is considered to be second-degree if one of the following applies:

• The complaint has been dealt with previously, but the complainant requests a review or is dissatisfied.
• The same complaint occurs repeatedly without a structural solution.
• The complainant requests a different handler (e.g. coordinator or management).
• The complaint is complex or sensitive and requires independent assessment.

II. Procedure and time frames

III. Handled by

The project manager, operational manager or management (depending on content and sensitivity).

2.3 Third-level complaints (significant complaints)

I. Definition

Complaints that indicate serious shortcomings or incidents with a significant impact on:

• the safety of customers/employees
• the reputation of JobRoad IVZW
• legal obligations (e.g. GDPR, discrimination)

Examples:

• Sexual harassment or bullying
• Discrimination
• Fraud or deception
• Serious negligence
• GDPR breaches

II. Procedure and time frames

📌 If an external authority (such as a prevention advisor, medical inspector or judicial authority) is involved, we will follow their legal deadlines. In that case, the complainant will also be informed accordingly.

III. Specific procedure for complaints regarding violence, bullying, or undesirable behavior

2.4 Non-exhaustive list of inadmissible complaints

• Complaints relating to regulations.
• Complaints relating to whether or not a policy has been implemented.
• Complaints about policy intentions or statements.
• Complaints about facts that have already been the subject of a complaint and have already been dealt with.
• Complaints about facts that occurred more than a year before the complaint was submitted.
• Complaints about matters for which all organised administrative appeal options have not been exhausted or for which proceedings are pending.
• Complaints that are manifestly unfounded.
• If the complainant cannot demonstrate an interest.
• Anonymous complaints.
• If a complaint is not taken into consideration, JobRoad IVZW will inform the person concerned.

3. How to file a complaint?

Complaints can be submitted via:

• the complaint form on the website www.jobroad.be
• by telephone/in person (confirmed in writing)
• email: info@jobroad.be or via an employee

⚠️ The complaint must contain sufficient information:

• against whom or what the complaint is directed
• a description of the facts
• any steps already taken

4. Internal processing and follow-up

• The person responsible for complaints at JobRoad IVZW is the employee/project manager/operational manager and/or general manager concerned.
• The complaint is recorded in the complaints register.
• First-level complaints: the person responsible for complaints will contact the person concerned as soon as possible to discuss the complaint and, if necessary, to resolve it.
• Second- and third-level complaints: the complaints officer will confirm receipt of the complaint by email within three working days. If necessary, an investigation will be launched. The complaint will be dealt with within a reasonable period of time, after which the customer will be informed by email of the solution or measures taken.
• Once JobRoad IVZW has dealt with the complaint to the satisfaction of the person concerned, the complaint will be closed. If an amicable solution is necessary, the complaints officer will act as a mediator and, if necessary, schedule a meeting with the complainant and the person concerned in order to reach a solution.

5. Retention and use of complaints

• Each complaint forms a complaint file with the date, submitter, content, handling and status.
• Files are kept for 5 years.
• JobRoad IVZW uses complaints to improve its processes. The procedure is evaluated annually.
• This complaints procedure is explained to all employees during onboarding.