Complaints Procedure

/Complaints Procedure
Complaints Procedure 2019-02-07T16:10:59+00:00

MATC strives to the utmost of her ability to ensure students are entirely satisfied. For the cases of
exception which cannot be resolved directly and adequately to the reasonable satisfaction of a
student, MATC has established a formal complaints procedure.
This procedure is representative of our commitment to quality and complete transparency, which
forms a central tenant of MATC. The complaints procedure is established and modified by the board
of the MATC foundation.
These procedures contain all the requirements of a formal complaints procedure, but is adapted to
fit the capabilities of the flight school to ensure realistic feasibility.

Artikel 1: Definitions

In these procedures the following definitions apply:

a. MATC Foundation Mission Aviation Training Center,
Chamber of commerce 08226760
Flight school located at De Zanden 59, Teuge
b. Complainant A (Former) participant or pupil, a parent/ gaurdian/
carer of a minor, a former employee or a volunteer, as
well as a person or company that is otherwise part of, or
directly involved with, MATC who has submitted a
c. Complaint Complaint about behavious, decisions, or failure to act
or decide – by or on behalf of MATC, individual
employees, or volunteers of MATC.
d. Defendant The person, or persons, against whom the complaint is
directed (MATC and/ or employees (s) or volunteer (s) of
e. Contact The person referred to in Article 2; the accountable
manager of MATC.
f. Complaints committee The persons referred to in Article 3

Article 4: Confidential counselor

When the complaint relates to cross-border behavior, the complainant may request the complaints
committee to appoint a confidential counselor with relevant experience in the field to which the
complaint relates.

Article 5: Responsibilities of the complaints comittee

A. The complaints committee investigates the complaint and issues advice to the AM.
B. The complaints committee supplies advice to the AM concerning the following:

  1. The merit of the complaint
  2. The measures to be taken in response to the complaint
  3. Other decisions which may be taken by the AM

C. For the protection of the interests of all those directly involved, the Complaints Committee
takes the greatest possible care when handling the complaint. The Complaints Committee is
obliged to maintain confidentiality of all matters that it learns in this capacity, with the
exception of everyone responsible for the law. This obligation remains in place even after
the person concerned has terminated his duties as a member of the complaints committee.
D. The complaints committee annually reports on its activities to the board of the MATC and

Article 6: Term of office

The term of office for members of the committee is set at six years, with a possibility of
reappointment. The board and the AM will evaluate the performance of the committee during the
presentation of the annual report, and take appropriate action where required.

Article 7: Submitting a complaint

A. The complainant submits the complaint in writing to the AM or directly to the complaints
B. The complaint must be submitted within one year of the conduct or decision in question;
otherwise the complaint is not admissible, unless stated otherwise by the complaints
C. If the complaint is filed with the AM, the AM will evaluate all available information of the
complaint and determine their capability at solving the complaint to the satisfaction of the
complainant. Should this be determined to be impossible, the AM will immediately forward
the complaint to the complaints committee.
D. The AM or any other recipient of the complaint is obliged to observe the utmost of
confidentiality, only sharing information where necessary in pursuit of a satisfactory
E. The date submission is to be noted on issued complaints.
F. Within one week of the complaints submission, the complaints committee will inform the
AM, the complainant, and the accused that the complaint has been received and taken into
consideration. This will be done in writing.
G. The complaints committee can take statements from the complainant, the AM and / or an
individual employee or volunteer of MATC regarding the complaint.
H. The complainant and the accused may represent their case through an authorized

Article 8: Withdrawal of the complaint

If the complainant withdraws the complaint during the procedure, the complaints committee
will inform the accused and the AM of the change occurred. All complaint withdrawals are to be
submitted in writing to the complaints committee.

Article 9: Content of the complaint

A. The complaint is to be submitted in writing and signed by the complainant.
B. The complaint contains the name and adress of the complainant, the date, and a description
of the complaint.
C. If the complaint is declared inadmissible, this will be reported to the complainant, the
accused, and the AM by the complaints committee.

Article 10: Preliminary investigation

The complaints committee is authorized to collect all desired information in the context of
handling the complaint. If costs are involved, prior consultation with the AM will take place.

Article 11: The Hearing

A. The committee determines the place and time at which the complainant and the accused
will be given the opportunity to be heard during a non-public meeting. The hearing takes
place within four weeks of receipt of the complaint by the complaints committee.
B. The complainant and the accused are heard outside each other’s presence, unless the
complaints committee decides otherwise.
C. Any confidential counselor may attend the hearing, and represent those involved should this
be desired.
D. A written report is made by the complaints committee of the hearing. This report is made
available to the complainant, the accused and AM.

Article 12: Verdict

A. The committee issues their verdict and motivation within four weeks of the hearing taking place. This verdict is binding  and will be reported in writing to the AM, complainant and accused.

B. In the aforementioned verdict, the committee can also include consequences pertaining to the measures to be taken by the AM in response to the complaint, that have to be followed by the AM.

C. The AM will comply with the verdict within four weeks after receiving the verdict, and will notify the complainant and accused of this in writing.

Contact details:

The complaints committee consists of:
Names: mr. R.D.E Daverschot and drs R. Vos