Goal and responsibility
Koentact supports students (hereafter: customers) in learning the Dutch language and improving their language skills. Koentact gives them all possible support:
- Advice on materials
- Explanation of the subject matters
- Exercises
- Feedback on their written and spoken Dutch
The end result depends on effort, time and energy spent by the customer on learning the Dutch language.
Customer satisfaction
Koentact appreciates it when customers deliver feedback and/or complaints in an immediate and direct matter. Koentact takes feedback and/or complaints very seriously and will look actively for possible solutions. You can email the founder and director of the school, Koen Gijzel, directly via: koen@koentact.nl or call us on +31 (0)20 737 16 16.
When the invoice gets paid by a third party such as an employer, we would also appreciate the feedback from the customer following the course.
At the end of the course Koentact asks the opinion of the customer about the course and teacher by offering an evaluation form.
Written complaint
A written complaint is written negative feedback by the customer (customer or other) about the processes, results or services of Koentact.
When the customer sends Koentact a written complaint, this customer will receive a message within 5 workdays including:
- How Koentact will process the complaint
- A set period of time in which Koentact will come to a solution
Koentact aims to solve the complaint to the customer’s satisfaction within four weeks. If Koentact is unable to solve the complaint within four weeks it will let the customer know within four weeks what the next steps will be and how Koentact will aim to resolve the issue.
Koentact will send the customer a written request to confirm whether the complaint has been solved to the customer’s satisfaction. The customer is free to communicate about the complaint to third parties; however Koentact aims not to induce this.
The complaint will be treated confidentially. Only with the customers consent, the complaint is reported to third parties.
Written complaints will be kept for five years, and will then be destroyed.
Committee of Independent Language Trainers
Koentact is part of a committee of independent language trainers.
If one of the language institutes receives a written complaint this complaint is redirected – with the customer’s consent- to one of its members. The recipient then forms a committee consisting of three people to process the complaint. Obviously, the institution which is concerned with the complaint is not involved in this committee.
The outcome of the processing by this committee is binding, which means Koentact has to follow the given advice given by this committee.
The committee of independent language trainers consists of the following people/institutes:
| Naam Renske Berns Welmoed Nijhout Vera van Popta Peter Peek Joke van den Kieboom Elisabeth Schlager Gemimah Ribbers Joost Smits Ad Appel Marijke Tupker Josina Lips Fernanda Martino Elisenda Durany Linda Verstraten Marijke Pos Nick Walker Marga Veldkamp Kathy Czako Koen Gijzel Mw. Warsijem Amatsoemarto Natascha Zoutewelle Mirko Cvetkovic Bart Molenaar Jamila Vriesman | School/organisatie NedLes NedLes Language training Acquest Dutch Branch Out De Taalcoach Training Duits Buena Ccomunicación.nl Joost weet het Ad Appel taaltrainingen Tupker taaltraining onafhankelijke taaltrainer Spaanit Spaans Spreken Werken met Taal Dutch Language Training Dutch & Such ¡Hablamos!-Spaans Common Link Business English Training Koentact TaalContact Alpha Zoutewelle Intercultureel TaalBoost Braint Amstel Dutch |
The committee will process all complaints confidentially.
To the complaints are kept for five years and are then destroyed.
