a. Responsible Personnel

Since Nili Academy operates as a single-person educational institution, only one person is responsible for receiving, assessing, and processing complaints.

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a.1 Primary Complaints Officer

Zahra Chegini – Director / Complaints Officer
Email: info@niliacademy.com

Responsibilities include:

• receiving and acknowledging complaints

• registering and documenting complaints

• communicating with the complainant

• reviewing and assessing the complaint

• determining corrective actions

• preparing final written decisions

• ensuring compliance with all legal and CRKBO requirements

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a.2 Absence of Internal Review Function

Because there is no second staff member at Nili Academy, internal review by a second person is not possible. To ensure impartiality:

• If the complainant contests the outcome of the internal process,

• OR objects to the procedure,

• OR requests an independent assessment,

The complaint is automatically eligible for external review as described in Section 10.

 

b. How to Submit a Complaint​

Complaints must be submitted in writing to:

Email: info@niliacademy.com

Include:

1. Full name and contact details

2. Date of the event or concern

3. Detailed description of the issue

4. Relevant documents or evidence

5. The resolution you hope to achieve (optional)

Verbal or telephone complaints must be confirmed in writing before processing.

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c. Complaint Registration

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Upon receipt, the complaint is documented in the internal confidential registry, including:

• complainant information

• date of receipt

• description of the issue

• all related documents

• communication history

• findings and assessment

• the final decision

• any corrective actions

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d. Acknowledgement and Response Timeframe

Acknowledgement:
A written confirmation will be sent within 4 business days, including:

• confirmation of receipt

• complaint registration number

• next steps

• expected timelines

Substantive Response:
A full written response will be provided within 2 weeks from the date of receipt.

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e. Investigation Process

The Complaints Officer will conduct an objective, thorough, and documented investigation. This may include:

• reviewing relevant policies

• examining correspondence or evidence

• evaluating course materials or administrative files

• verifying timelines and statements

• considering applicable laws and quality standards

The complainant may be asked to clarify or provide additional information to support accuracy.

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f. Extended Resolution Time

If the issue requires more time due to complexity or the need for further investigation:

• the complainant will be informed before the original deadline expires

• the reason for the delay will be explained

• a new, realistic timeline will be provided

This ensures transparency and compliance with audit requirements.

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g. Independent External Appeal

If the complainant is not satisfied with the internal decision or wishes for an independent review, the complaint can be submitted to: The Disputes Committee for Aesthetic Care(De Geschillencommissie Uiterlijke Verzorging)

This committee:

• operates independently

• reviews the case from an impartial standpoint

• hears both parties

• issues a binding decision under Dutch civil law

The complainant retains the right to take legal action before a Dutch civil court even after the binding decision.

Records are used only for quality improvement.

h. Verification of the External Dispute Body

Nili Academy annually verifies that:

• The Disputes Committee remains recognized and independent

• Its rules and procedures are up-to-date

• Access for complainants is guaranteed

• Any fees are transparent and reasonable

Verification records are stored internally for audit purposes.

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i. Binding Decisions and Compliance 

All binding decisions issued by the external dispute body will be:

• fully accepted

• promptly implemented

• documented in the complaint file

• communicated to the complainant

This ensures legal compliance and protects the rights of participants.

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j. Record-Keeping and Retention

Complaint-related records are securely retained for:

• 6 months after final resolution

• then deleted securely unless a longer retention is required by law

Records are used only for:

• internal quality assurance

• audit purposes

• improving services

No complaint information is ever used for marketing or shared outside the legal framework.
 

k. Preventive and Corrective Actions

Where appropriate, Nili Academy will implement:

• updates to policies

• adjustments to course materials

• improved administrative procedures

• changes in communication standards

• additional documentation or training

All actions taken are documented in the complaint file.

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l. Quality Monitoring and Annual Review

Every year, Nili Academy performs an internal evaluation of:

• the types and frequency of complaints

• root cause analyses

• risks

• effectiveness of corrective actions

• improvements implemented

This annual review ensures ongoing alignment with:

• CRKBO quality standards

• Dutch laws

• GDPR

• internal professional expectations

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m. Rights of the Complainant

The complainant has the right to:

• respectful and fair handling

• a timely, clear, written response

• full confidentiality

• transparent reasoning

• access to the external dispute body

• no retaliation or disadvantage of any kind

Unfair treatment of a complainant is strictly prohibited.

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n. Responsibilities of the Complainant

To facilitate proper handling, the complainant is expected to:

• provide truthful and complete information

• respond to reasonable requests for clarification

• submit documentation when available

• communicate respectfully and professionally

Failure to provide necessary information may limit the ability to resolve the complaint.

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o. Final Provisions

This procedure enters into force on [date] and remains valid until replaced or amended. Updates will occur:

• when CRKBO requirements change

• when legal regulations require modification

• when internal quality evaluations indicate the need

The current version is always available on the Nili Academy website.​

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Final Provisions

This procedure enters into force on  and remains valid until replaced or amended. Updates will occur:

• when CRKBO requirements change

• when legal regulations require modification

• when internal quality evaluations indicate the need

The current version is always available on the Nili Academy website.