Are you dissatisfied with something? Please tell us. We usually resolve it together in a conversation. If we are unable to reach a solution together, you can turn to the independent KNMT Complaints Service. They provide mediation free of charge. If the complaint persists after that, the Dental Care Disputes Committee will issue a binding ruling.
A complaint is easiest to start with a conversation. Tell your practitioner what is going on. Often, the issue lies in the explanation or in an expectation that didn't turn out as planned. We usually resolve this together. Prefer to write? Email us at info@naiidatandartsen.com. You can also call, via 06 – 15 50 83 98. We take your complaint seriously and will work together to find a solution. Naouel Alberga is responsible for handling complaints within the practice.
We will let you know how we resolve your complaint within six weeks. If we are unable to do so within that time, we will inform you in a timely manner. We may extend this period by a maximum of four weeks.
Are you unsure what to do about your complaint? Or would you like to discuss it first with someone unrelated? Then call the Dental Information Point (TIP) of KNMT. There you will receive an explanation and advice regarding your options. You do not have to decide anything yet.
If we are unable to resolve the matter together, you can submit your complaint to the KNMT Complaints Service. This is an independent service for dental care. A complaints officer listens to both sides and mediates between you and the practice. This service is free of charge.
The complaints officer does not take sides. The goal is a solution that both you and we can agree on.
You report your complaint via the KNMT complaint form: https://extranet.knmt.nl/ complaint form. Do you want to know what you can do first? The KNMT explains it step by step on https://knmt.nl/voor-patienten/ontevreden-over-je-tandarts-dit-kun-je-doen.
If mediation does not lead to a solution, you can submit your complaint to the Foundation for Dental Care Disputes (SGIM). This is an independent body recognized by the government. It assesses your complaint and issues a ruling. That ruling is binding on both you and us. The disputes body can also award compensation, up to €25,000.
Are you concerned about the safety or quality of care? Then you can report this to the Health and Youth Care Inspectorate (IGJ) via www.igj.nl. If your complaint concerns how we handle your data, you can contact the Dutch Data Protection Authority (AP) via www.autoriteitpersoonsgegevens.nl.
A complaint might feel like a big deal. For us, it is primarily information. It shows us where things can be improved.
Discuss it with your practitioner. You can do this during your appointment or by email at info@naiidatandartsen.com or by telephone via 06 – 48396114. We take your complaint seriously and are working together to find a solution.
With us, it costs nothing. Mediation by the KNMT Complaints Service is also free of charge. If you subsequently submit your complaint to the Dental Care Disputes Committee, you pay a one-time filing fee of €75. If you are found to be in the right, the committee may require us to refund that amount to you.
We will let you know how we resolve your complaint within six weeks. If we are unable to do so within that time, we will inform you in a timely manner. We may extend the deadline by a maximum of four weeks.
You can then submit your complaint to the independent KNMT Complaints Service. A complaints officer will mediate between you and the practice free of charge. If that does not help, the Dental Care Disputes Committee will make a decision with a binding ruling.
The TIP is an advice point of the KNMT. You can go there with questions about your complaint and your options. You will receive an explanation without having to make a decision immediately.
At the Health and Youth Care Inspectorate (IGJ). If your complaint concerns your personal data, you can contact the Dutch Data Protection Authority (AP).
