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TELUS Health

TELUS Health Complaints Procedure

Last updated: May 14, 2025

Introduction

TELUS Health employees offer various forms of services. The service providers are either employed by TELUS Health or have a freelance agreement. The executive and support staff are employees. This complaints procedure has been established using the model complaints procedure as recommended by the Netherlands Institute of Psychologists (NIP) for practicing psychologists. This complaints procedure is based on the Quality, Complaints and Healthcare Disputes Act (Complaints Procedure for providers under the Wkkgz - NIP*)

Why a complaints procedure for TELUS Health?

TELUS Health wishes to offer and constantly improve the quality of services at an optimal level. Clients and those who use TELUS Health's services must be able to easily make their complaints and wishes known, and these must be addressed quickly. The purpose of this complaints procedure is to promote a good relationship between service provider, TELUS Health employee, and client.

Clients of TELUS Health, being employers, insurers, or other mediating parties concerning the provision of assignments, are also included in this complaints procedure. All service providers are also affiliated with complaints procedures regarding professional complaints from an independent third party: the NIP professional association Handreiking-preventie-en-omgang-met-klachten-1.pdf*

Contact

Bisonspoor 3002-L304
3605 LT Maarssen
030-2522792
[email protected]
www.telushealth.com/en-nl

Article 1 Further Definitions

1.1 Complainant: An individual who has used, is using, or intends to use TELUS Health's services and has expressed dissatisfaction with any aspect of those services.

1.2 Accused: person against whom a complaint is filed.

1.3 Complaint: A formal expression of dissatisfaction or concern regarding TELUS Health's services, treatment, or conduct that the complainant believes to be unsatisfactory, unfair, or inappropriate.

1.4 Employee: Any individual providing services on behalf of TELUS Health, including full-time staff, contractors, freelancers, or those working under a secondment agreement.

1.5 Complaints Officer: A designated employee responsible for guiding complainants through the complaint submission process and overseeing the handling and resolution of complaints.

1.6 Disputes Committee: An independent dispute resolution body, as referred to in Article 18(1) of the Wkkgz, to which TELUS Health is affiliated for resolving complex or escalated complaints.

1.7 Management: The leadership team responsible for the overall direction, quality, and delivery of TELUS Health's services and solutions.

1.8 Client/participant: An individual or organisation using TELUS Health's services for individual services or training programmes.

1.9 Customer: Organisations such as employers, insurance companies, or other intermediaries that engage TELUS Health to provide services to their employees, members, or beneficiaries.

2.0 TELUS Health: legal entity TELUS Health Nederland B.V.

Article 2 Scope

Which complaints are handled?

Only complaints relating to the following aspects concerning TELUS Health's team, parties, and employees will be handled according to this regulation:

  • Relational-communicative aspects of service (such as improper treatment by healthcare practitioners or support staff)

  • Organisational aspects of service (long waiting times for virtual or in-person appointments, accessibility issues with TELUS Health platforms)

  • Cooperation

  • Buildings, facilities, and safety aspects

A complainant can file a complaint up to one year after the fact or event being complained about.

Which complaints are not handled?

All other complaints, particularly regarding:

  • Treatment-technical aspects

  • Financial aspects of service, such as treatment costs

  • Medical-content-related actions of the service provider

Article 3 Purpose

This regulation aims to:

  • Ensure complaints and complainants are handled properly

  • Adjust service policy and organization to prevent complaint recurrence

Article 4 General Provisions

4.1 When a client or customer has a complaint, two paths are generally available:

  • Use the procedure described in this regulation

  • Use various external complaint bodies

Netherlands Institute of Psychologists

As all trainers are NIP-registered, complainants can choose to file a complaint with NIP: Netherlands Institute of Psychologists PO Box 2085, 3500 GB Utrecht T: (030) 820 15 00

Legal Disciplinary Board (BIG Act)

For complaints about BIG-registered trainers, complaints can be filed with the disciplinary board. This is regulated in the BIG Act. More information about the disciplinary board can be found at www.tuchtcollege-gezondheidszorg.nl*

4.2 Complaint handling: yes/no A complaint does not fall under this regulation if it appears that the complaint has already been submitted to an external complaint body.

4.3 Providing information Management, team, parties, and employees are obliged to provide information related to the complaint to the complaints committee, insofar as it requests and the complainant has given permission to management and employees to request and view this information.

4.4 Viewing written material Both the complainant and the accused are given the opportunity to view documents relating to the complaint, insofar as confidentiality allows. The degree of confidentiality is determined by the complaints committee, which explicitly takes into account the wishes of those involved and ensures that the interests of those not directly involved are not harmed.

4.5 Confidentiality

  1. Everyone involved in handling the complaint is obliged to maintain confidentiality regarding all data that comes to their knowledge during the complaint handling.

  2. All directly involved parties around a complaint are informed of this confidentiality prior to each complaint handling.

  3. The management determines whether there has been a breach of confidentiality as referred to in this article.

Article 5 Complaint Submission Procedure

5.1 Submission of a complaint A complaint may be submitted by:

  • A complainant

  • Their legal representative

  • Persons authorized to do so by the complainant

5.2 A complainant or accused may be assisted by an expert or a confidant. The costs of this are for the complainant's or accused's own account.

5.3 A complaint must be submitted in writing by sending an email to [email protected]. TELUS Health aims to send an acknowledgment of receipt within three working days.

5.4 A complaint must include at least: a. The content of the complaint b. The purpose of the complaint

5.5 Only written complaints will be processed.

Article 6 Handling of the Complaint

6.1 The complaint is investigated by the responsible complaints officer who will, if necessary, contact all involved parties. Based on the collected information, the complainant will receive a written response to the complaint from us.

6.1.1 If the complaint is justified, our response will also indicate which improvement actions will be taken as a result of the complaint.

6.1.2 If the complainant has addressed the wrong party, they will be referred as best as possible to the correct authority(ies) to submit the complaint.

6.1.3 If the complaint is deemed unfounded and the complainant disagrees, they can submit a dispute to the disputes committee.

6.2 The complainant always has the right to file a complaint with the Dutch Data Protection Authority, which is the supervisory authority in the field of privacy protection (https://www.autoriteitpersoonsgegevens.nl*).

6.3 The aim is to handle complaints within 2 weeks, but no later than 1 month.

6.4 Termination of procedure

The procedure is terminated if:

  • The complaint has been handled and the decision has been made

  • The complainant indicates that they wish to discontinue further complaint handling according to this regulation.

*resources only available in Dutch