Complaints committee or dispute resolution committee

What does a complaints or disputes committee entail?

A complaints committee assesses the received complaint. At the beginning of the procedure, a complaint is first assessed for admissibility. The complaint is addressed through a hearing in which both the complainant and the accused are heard, and other parties may be summoned if necessary. The judgment of a complaints committee is careful, in writing, well-reasoned, and therefore subject to review. This judgment is provided to the management as advice. Due process and hearing from both sides are the core of the procedure. The facts are examined in an oral hearing, during which questions can also be asked. The committee seeks practical solutions or improvement and restoration of the disrupted relationship. The concrete complaint handling concludes with a verdict, a judgment.

Reasons to opt for an external complaints committee (dispute resolution committee)

The more independent a committee is, the more support its judgment garners. An internal complaints committee is often perceived as the butcher who inspects his own meat. This enhances the support for the independent complaints committee and increases the likelihood of a fair procedure in which both the complainant and the accused feel heard. When an organization aims to learn from complaints: it is a valuable tool for quality analysis, both in terms of content and the way they are handled. If an organization, visibly and carefully, handles complaints (from third parties, customers or clients, or its own staff), this has a positive impact on the company’s image. It can also prevent negative publicity surrounding a complaint and alleviate additional turmoil within a company through prompt resolution.

The advantages of an external complaints committee (also referred to as a dispute resolution committee) are as follows:

• A well-functioning complaints procedure with an independent complaints committee helps to improve the quality of the organization.
• Externally and towards its own employees, the organization demonstrates trust by taking complaints, and thereby its customers or clients, seriously.
• Complainants want to be acknowledged in their perception of the complaint. A careful procedure with an independent complaints committee contributes to this.
• Potential conflicts are nipped in the bud by listening carefully to the complainant and the respondent right from the start. Reputation damage from a complaint is avoided or repaired by opting for practical solutions with streamlined communication.

Are you considering installing a (partially) external complaints committee? Do you want access to an external complaints committee when it is needed? Or would you like to have a discussion about the possibilities of such a complaints committee? Feel free to contact us without obligation.