Codam is committed to providing students with thebest possible learning experience, and helping students in the best way possible. The Codam staff is always open for suggestions and feedback and encourages candidates and students to share their experiences and ongoing satisfaction. However, a candidate or student who believes that they have been subject to an improper treatment by a Codam staff member or unfairly impacted by the Codam rules and regulations are entitled to filing a complaint and to obtain review of the matter.This procedure describes the steps you can take to file a complaint.

1. Informal Procedure

1.1 Internal Informal Procedure

First of all a candidate or student should try to resolve the issue with the person(s) involved. Codam's Management is always open to discuss any matter and try to help as best as we can. It is also possible to reach out to the Student Counselor ([email protected] or Codam_staff_Annabelle on slack) or Student Council ([email protected]) to ask for help. If you feel unsafe or uncomfortable discussing the issue through these channels then you can go directly to the Internal Formal Procedure. And if your complaint relates to undesirable behaviour by the staff, all forms of sexual intimidation, bullying, aggression, stalking, violence and discrimination or other issues of equal severity, we also recommend to go directly to the Internal Formal Procedure.

1.2. Internal Formal Procedure

When talking with the person(s) involved didn’t solve the issue and neither did discussing the matter with Codam’s management, then a candidate or student can file a formal complaint.

Formal complaints are handled by Ms. Higgin. Ms. Higgin is the Director of the Sofronie Foundation,the Sofronie Foundation supports and funds Codam, and therefore is familiar with Codam but not part of Codam's staff. Ms. Higgin is responsible for handling all internal formal complaints. Everything discussed with Ms. Higgin will be considered confidential.

The method for handling an official complaint is asfollows:

Submit your complaint by email ([email protected]) with a clear explanation about which you are not satisfied with. If there is documentation regarding the complaint, it should also be included in the copy by the complainant
The complainant receives confirmation as soon as the complaint is received, and will be informed about a time limit for the complaint (maximum of 4 weeks). If required, furtherinformation will be obtained from the complainant, or an appointment will be made to discuss the matter.
After Jacqueline has collected sufficient information, a decision will be taken on the complaint after internal consultation. If possible and necessary, an appropriate solution is proposed to the complainant. If the complainant does not agree with the solution, an appointment will be made for clarification.
The complaint is archived for 2 years once the procedure is resolved.

2. External Procedure

When the internal formal procedure didn’t lead to a satisfactory solution, the complainant can take the complaint to the independent complaints committee, the Dutch Foundation for Consumer Complaints Boards (De Geschillencommissie). When a dispute is dealt with by De Geschillencommissie, the NRTO Code of Conduct and the General Terms and Conditions for Consumers are central to the decision. You can find more information about the procedure of the following website: **https://www.degeschillencommissie.nl/english/** This complaint procedure does not only apply to candidates and students but also to prospective candidates or students, former students, companies, staff and third parties

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