Complaining is allowed
As a participant, visitor, client or volunteer at De Regenboog Groep, you may encounter situations or circumstances about which you are unhappy. You have a knot in your stomach, you are tense or annoyed by a situation at De Regenboog. It is okay to complain. Here's how to do it.
Solving in your team
Discuss your problem with your contact person (day or informal care coordinator or work supervisor) and hopefully things will improve quickly after that and you can get back to work.
Involve a manager
.Is your complaint not resolved after discussion in your team or do you not like such a conversation? Then make an appointment with the manager of the department to discuss your complaint.
Engaging a confidant
If you find it difficult to discuss your problem with someone from De Regenboog Groep, the confidant can help. The confidant does not work at De Regenboog himself. You discuss with the confidant what you want to achieve and he or she helps you to actually do that. For example, by making an appointment with someone at De Regenboog or by writing a letter of complaint. She can also support you with complaints about WMO facilities.
.Lina Berger is our confidential advisor.
Independent client confidential advisor Lina Berger.
Prefer another confidant
If you prefer to go to another confidant you can. Please contact Remko Trompetter.
Remko Trompetter, client confidential advisor for people at De Regenboog Groep
.Turning on the POA
You can always file a complaint with the complaints committee of the POA (Platform Opvanginstellingen Amsterdam). You don't have to see the confidential advisor first, but he or she can help you describe your complaint properly. The POA complaints committee will handle your complaint, ask De Regenboog Groep for comments and take a good look at everything.
WMO complaints (in day care and lodging)
De Regenboog Groep does things that fall under the WMO (Social Support Act). These include day care (at one of our work experience places) and lodging (at Villa Buitenlust). We do this on behalf of the City of Amsterdam. If something does not go to your satisfaction there, you can take your complaint to the Ombudsman Metropolitan Amsterdam. The Ombudsman will discuss your complaint with the Dispute Resolution Team or the Social Domain Complaints Team of the Municipality of Amsterdam.
UWV complaints (at reintegration)
If you work at The Regenboog through the UWV (reintegration program or job coach program), you can also file a complaint there. The UWV has its own complaints service and mediation. If you can't work it out with them you can still take the step to the national ombudsman.
Complaints Team Social Domain Municipality of Amsterdam
The municipality of Amsterdam has a complaints team for everything about WMO and care services. Like the day care that the de Regenboog performs for the Municipality of Amsterdam.
The Disputes Committee in The Hague
You can also submit your complaint to the Disputes Committee in The Hague. This committee works nationwide and in many different areas also for example the business market, public transport, online purchases. Even then it may be useful to seek help from the confidential advisor.
.In conclusion
Hopefully you will find your way through all these options to express your dissatisfaction and improve the situation. If you are dizzy and would like some advice, at least contact the client confidential advisor
.