Emhance International Responder Development - Complaint Policy

1. Purpose
The purpose of this Complaint Policy is to provide a clear and transparent process for participants to raise concerns or complaints about their experiences with Emhance International Responder Development (“Emhance”). We are committed to addressing and resolving complaints fairly, promptly, and in accordance with our values of respect, integrity, and professionalism.
This policy applies to all participants, trainees, staff, and external parties involved in our training programs, courses, and events.
 
2. Scope
This policy covers complaints related to, but not limited to:

• Quality of training, course content, or delivery

• Conduct of staff, instructors, or participants

• Discrimination, harassment, or bullying

• Miscommunication or misunderstanding of terms

• Accessibility, accommodation, or support services

• Safety concerns during training or events

• Breach of the Terms of Service 

 
3. General Principles
3.1 Fairness and Transparency

• We will ensure that all complaints are handled fairly, impartially, and without bias.

• Participants who file complaints will be treated with respect and their concerns will be acknowledged promptly.

3.2 Timeliness

• Complaints will be addressed within a reasonable time frame. We will aim to acknowledge receipt of the complaint within 3 business days and provide an initial response or outcome within 14 business days, where possible.

3.3 Confidentiality

• All complaints will be treated confidentially. Details of the complaint will only be shared with individuals who are directly involved in the investigation or resolution process, unless required by law.

 
4. How to File a Complaint
4.1 Informal Resolution

• Before filing a formal complaint, participants are encouraged to first attempt to resolve the issue informally by speaking directly with the relevant individual(s) (e.g., instructor, staff member) or supervisor. Often, issues can be resolved quickly through open dialogue.

4.2 Formal Complaint

• If informal resolution is not possible or satisfactory, participants may submit a formal complaint in writing. Complaints should include the following:

  • A clear description of the issue or concern

  • Relevant details, such as dates, people involved, and any supporting evidence

  • The desired outcome or resolution

  • Contact details of the complainant

Complaints can be submitted through the following channels:

• Email: info@emhance.com

 
4.3 Acknowledgement of Complaint

• Upon receipt of the formal complaint, Emhance will send an acknowledgment within 3 business days confirming that the complaint has been received and will be reviewed.

 
5. Complaint Investigation Process
5.1 Initial Review

• Once a formal complaint is received, Emhance will conduct an initial review to determine the nature of the complaint, its validity, and whether further investigation is required.

5.2 Investigation

• If the complaint requires further investigation, a designated team member or supervisor will be assigned to review the issue. The investigation may involve interviewing relevant parties, reviewing documentation, and gathering other information as needed.

5.3 Resolution and Outcome

• Once the investigation is complete, Emhance will provide a response to the complainant outlining the findings, any actions taken, and the resolution, if applicable. The resolution may include:

  • A clarification of the situation

  • A corrective action, if necessary

  • A request for further information or clarification

The complainant will be informed of the outcome within 10 business days of receiving the formal complaint, unless the complexity of the matter requires additional time.
 
 
6. Escalation of Complaints
If the complainant is not satisfied with the outcome or resolution provided by Emhance, they have the right to escalate the complaint to an external body or regulatory authority, as outlined below:
6.1 External Mediation

• If the complaint remains unresolved after internal review, participants can contact a third-party mediation or dispute resolution service for assistance. This is an option for cases where the participant believes that Emhance has not adequately addressed the concern.

6.2 Legal Action

• If the complaint involves legal issues, such as breaches of the Terms of Service, intellectual property disputes, or discrimination, the complainant may pursue legal action in accordance with Dutch law. All complaints will be handled in compliance with relevant local laws and regulations.

 
7. Responsibilities
7.1 Participants’ Responsibilities

• Participants are expected to raise complaints in good faith and in a respectful manner, providing complete and truthful information.

• They must provide any relevant documents or evidence to support the complaint and cooperate in the investigation process.

7.2 Emhance’s Responsibilities

• Emhance is committed to ensuring all complaints are handled with transparency, fairness, and efficiency.

• We are responsible for investigating complaints thoroughly and ensuring that participants are informed of the outcome in a timely manner.

 
8. Prevention and Continuous Improvement
Emhance recognizes the importance of continuous improvement in all areas of our operations. We will use feedback from complaints to:

• Identify patterns or recurring issues

• Make improvements to our training programs, policies, or processes

• Enhance the overall student experience and educational quality

 
9. Record Keeping
Emhance will maintain records of all complaints and their outcomes. These records will be kept confidential and stored in a secure manner. Complaint records will be reviewed periodically to ensure that appropriate actions have been taken and to identify opportunities for improvement.
 
10. Conclusion
By participating in training programs with Emhance, participants agree to follow the procedures outlined in this Complaint Policy. We are committed to resolving complaints in a fair, transparent, and timely manner to maintain the highest standards of education and customer service.