{"id":897,"date":"2026-10-15T14:07:32","date_gmt":"2026-10-15T14:07:32","guid":{"rendered":"https:\/\/dev.weblion.be\/complaints-procedure\/"},"modified":"2026-10-15T14:07:32","modified_gmt":"2026-10-15T14:07:32","slug":"complaints-procedure","status":"publish","type":"page","link":"https:\/\/jobroad.be\/en\/complaints-procedure\/","title":{"rendered":"Complaints procedure"},"content":{"rendered":"<h3>1. Who can file a complaint?<\/h3>\n<p>Any interested party (e.g. employers, employees, job seekers, government, partners) may submit a complaint, provided that:<\/p>\n<ul>\n<li>their identity and address are stated, and<\/li>\n<li>there is a legitimate interest.<\/li>\n<\/ul>\n<h3>2. What kind of complaints are there?<\/h3>\n<h4>2.1 First-level complaints (informal complaints)<\/h4>\n<p><strong>I. Definition<\/strong><\/p>\n<p>Complaints about the daily operations of JobRoad IVZW or the actions of employees, such as:<\/p>\n<ul>\n<li>slow or lack of communication<\/li>\n<li>long waiting times<\/li>\n<li>unfulfilled agreements<\/li>\n<li>insufficient support<\/li>\n<li>administrative errors<\/li>\n<\/ul>\n<p><strong>II. Procedure and time frames<\/strong><\/p>\n<div class=\"table-wrap\">\n<table>\n<thead>\n<tr>\n<th>Step<\/th>\n<th>Action<\/th>\n<th>Time frame<\/th>\n<\/tr>\n<\/thead>\n<tbody>\n<tr>\n<td>Confirmation of receipt<\/td>\n<td>Confirmation by email or verbally<\/td>\n<td>Within 2 to 3 working days<\/td>\n<\/tr>\n<tr>\n<td>Initial contact<\/td>\n<td>Employee contacts complainant<\/td>\n<td>Within 3 working days<\/td>\n<\/tr>\n<tr>\n<td>Substantive processing<\/td>\n<td>Evaluation and response with proposal or action<\/td>\n<td>Within 10 working days (max. 2 weeks)<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<\/div>\n<p>If it is not possible to resolve the matter within 10 working days, then:<\/p>\n<ul>\n<li>the complainant will be informed timely,<\/li>\n<li>a reason will be given,<\/li>\n<li>and a new reasonable deadline will be agreed.<\/li>\n<\/ul>\n<p><strong>III. Handled by<\/strong><\/p>\n<p>The responsible employee of JobRoad IVZW (in consultation with the manager if necessary).<\/p>\n<h4>2.2 Second-level complaints (formal complaints)<\/h4>\n<p><strong>I. Definition<\/strong><\/p>\n<p>A complaint is considered to be second-degree if one of the following applies:<\/p>\n<ul>\n<li>The complaint has been dealt with previously, but the complainant requests a review or is dissatisfied.<\/li>\n<li>The same complaint occurs repeatedly without a structural solution.<\/li>\n<li>The complainant requests a different handler (e.g. coordinator or management).<\/li>\n<li>The complaint is complex or sensitive and requires independent assessment.<\/li>\n<\/ul>\n<p><strong>II. Procedure and time frames<\/strong><\/p>\n<div class=\"table-wrap\">\n<table>\n<thead>\n<tr>\n<th>Step<\/th>\n<th>Action<\/th>\n<th>Time frame<\/th>\n<\/tr>\n<\/thead>\n<tbody>\n<tr>\n<td>Confirmation of receipt<\/td>\n<td>By email<\/td>\n<td>Within 3 working days<\/td>\n<\/tr>\n<tr>\n<td>Investigation<\/td>\n<td>Gathering information and discussing internally<\/td>\n<td>As soon as possible<\/td>\n<\/tr>\n<tr>\n<td>Substantive response<\/td>\n<td>Written reply with reasoned opinion<\/td>\n<td>Within 20 working days (4 weeks)<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<\/div>\n<p><strong>III. Handled by<\/strong><\/p>\n<p>The project manager, operational manager or management (depending on content and sensitivity).<\/p>\n<h4>2.3 Third-level complaints (significant complaints)<\/h4>\n<p><strong>I. Definition<\/strong><\/p>\n<p>Complaints that indicate serious shortcomings or incidents with a significant impact on:<\/p>\n<ul>\n<li>the safety of customers\/employees<\/li>\n<li>the reputation of JobRoad IVZW<\/li>\n<li>legal obligations (e.g. GDPR, discrimination)<\/li>\n<\/ul>\n<p>Examples:<\/p>\n<ul>\n<li>Sexual harassment or bullying<\/li>\n<li>Discrimination<\/li>\n<li>Fraud or deception<\/li>\n<li>Serious negligence<\/li>\n<li>GDPR breaches<\/li>\n<\/ul>\n<p><strong>II. Procedure and time frames<\/strong><\/p>\n<div class=\"table-wrap\">\n<table>\n<thead>\n<tr>\n<th>Step<\/th>\n<th>Action<\/th>\n<th>Time frame<\/th>\n<th>Implementer<\/th>\n<\/tr>\n<\/thead>\n<tbody>\n<tr>\n<td>Confirmation of receipt<\/td>\n<td>Written confirmation by email<\/td>\n<td>Within 3 working days<\/td>\n<td>Operational or General manager<\/td>\n<\/tr>\n<tr>\n<td>Start research<\/td>\n<td>Internal or external analysis, evidence gathering, interviews, possible involvement of prevention advisor or external partner<\/td>\n<td>Within 5 working days of receipt<\/td>\n<td>Operational manager \/ General manager<\/td>\n<\/tr>\n<tr>\n<td>Intermediate information<\/td>\n<td>The complainant will be kept informed of progress<\/td>\n<td>At least 1 update every 10 working days<\/td>\n<td>Responsible manager<\/td>\n<\/tr>\n<tr>\n<td>Final decision + remediation<\/td>\n<td>Written position + corrective measures, if applicable<\/td>\n<td>Within 30 working days (6 weeks)<\/td>\n<td>Operational manager \/ General manager<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<\/div>\n<p>\ud83d\udccc 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.<\/p>\n<p><strong>III. Specific procedure for complaints regarding violence, bullying, or undesirable behavior<\/strong><\/p>\n<div class=\"table-wrap\">\n<table>\n<thead>\n<tr>\n<th>Type<\/th>\n<th>Description<\/th>\n<th>Person concerned<\/th>\n<th>Course<\/th>\n<\/tr>\n<\/thead>\n<tbody>\n<tr>\n<td>Informal complaint<\/td>\n<td>Complaints are handled internally, with the option of mediation via a prevention advisor<\/td>\n<td>The complainant remains in contact with JobRoad<\/td>\n<td>Internal follow-up via operational manager \/ general manager<\/td>\n<\/tr>\n<tr>\n<td>Formal complaint<\/td>\n<td>Complaint is submitted to an external body (e.g. Attentia, inspectorate or court)<\/td>\n<td>No direct contact with JobRoad<\/td>\n<td>External authority sends file to JobRoad for follow-up<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<\/div>\n<h4>2.4 Non-exhaustive list of inadmissible complaints<\/h4>\n<ul>\n<li>Complaints relating to regulations.<\/li>\n<li>Complaints relating to whether or not a policy has been implemented.<\/li>\n<li>Complaints about policy intentions or statements.<\/li>\n<li>Complaints about facts that have already been the subject of a complaint and have already been dealt with.<\/li>\n<li>Complaints about facts that occurred more than a year before the complaint was submitted.<\/li>\n<li>Complaints about matters for which all organised administrative appeal options have not been exhausted or for which proceedings are pending.<\/li>\n<li>Complaints that are manifestly unfounded.<\/li>\n<li>If the complainant cannot demonstrate an interest.<\/li>\n<li>Anonymous complaints.<\/li>\n<li>If a complaint is not taken into consideration, JobRoad IVZW will inform the person concerned.<\/li>\n<\/ul>\n<h3>3. How to file a complaint?<\/h3>\n<p>Complaints can be submitted via:<\/p>\n<ul>\n<li>the complaint form on the website <a href=\"https:\/\/www.jobroad.be\">www.jobroad.be<\/a><\/li>\n<li>by telephone\/in person (confirmed in writing)<\/li>\n<li>email: <a href=\"mailto:info@jobroad.be\">info@jobroad.be<\/a> or via an employee<\/li>\n<\/ul>\n<p>\u26a0\ufe0f The complaint must contain sufficient information:<\/p>\n<ul>\n<li>against whom or what the complaint is directed<\/li>\n<li>a description of the facts<\/li>\n<li>any steps already taken<\/li>\n<\/ul>\n<h3>4. Internal processing and follow-up<\/h3>\n<ul>\n<li>The person responsible for complaints at JobRoad IVZW is the employee\/project manager\/operational manager and\/or general manager concerned.<\/li>\n<li>The complaint is recorded in the complaints register.<\/li>\n<li>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.<\/li>\n<li>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.<\/li>\n<li>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.<\/li>\n<\/ul>\n<h3>5. Retention and use of complaints<\/h3>\n<ul>\n<li>Each complaint forms a complaint file with the date, submitter, content, handling and status.<\/li>\n<li>Files are kept for 5 years.<\/li>\n<li>JobRoad IVZW uses complaints to improve its processes. The procedure is evaluated annually.<\/li>\n<li>This complaints procedure is explained to all employees during onboarding.<\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p>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,&hellip;<\/p>\n","protected":false},"author":0,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"footnotes":""},"class_list":["post-897","page","type-page","status-publish","hentry"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.7 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Complaints procedure - JobRoad<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/jobroad.be\/en\/complaints-procedure\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Complaints procedure - JobRoad\" \/>\n<meta property=\"og:description\" content=\"1. 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