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Complaint Procedure

Robbeburg is a volunteer-run, member-supported stichting (non-profit foundation). We are committed to a safe, respectful, and inclusive environment for all families, volunteers, renters, and visitors. In line with the Wet Bestuur en Toezicht Rechtspersonen (WBTR), we follow a transparent and responsible process for reporting and handling complaints.

1. Who may submit a complaint?

Under WBTR principles, Robbeburg welcomes complaints from anyone connected to our organization, including:

  • caregivers and families

  • volunteers and moderators

  • rental clients (events, workshops, meetings)

  • partner organizations or facilitators

  • visitors

2. What can be reported?

You may report any issue that affects safety, integrity, compliance, or behavior, such as:

  • harassment, bullying, discrimination, or inappropriate conduct

  • safety concerns involving children or the space

  • violations of the Code of Conduct

  • misuse of the venue by renters

  • conflicts of interest or improper actions by volunteers or Board members

  • concerns related to safeguarding or privacy

WBTR emphasizes preventing organizational risks, so all concerns—small or large—are welcome.

3. How to submit a complaint

You can report an issue in the way that feels safest and most comfortable:

 

a. Speak to a volunteer or moderator

For issues during a session or event.

b. Email the Board

Email address: info@robbeburg.nl

Include:

  • when/where it occurred

  • who was involved (if known)

  • what happened

  • whether there is an immediate safety concern

  • your contact information

c. Submit anonymously

If preferred, you may file a report anonymously through our online form below. Just be aware that anyone assigned to investigate the incident will not be able to reach out to you for more information.

Anonymous Complaint Report

Fill in the form below to anonymously let us know your issues.

Time of the incident (if applicable)
Time
HoursMinutes

4. WBTR-Compliant Review Process

Our internal process reflects WBTR requirements for good governance, independence, transparency, and clear responsibilities.

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  1. Acknowledgement (within 3 business days)

    Unless anonymous.

  2. Assignment of Reviewers

    At least two Board members review the complaint.

    • If the complaint involves a Board member, that person is excluded from handling the case.

    • For sensitive issues (child safety, harassment), a third Board member may join to ensure independence.

  3. Information Gathering

    Reviewers collect relevant information in a fair, neutral way. WBTR requires avoiding conflicts of interest and acting with care.

  4. Risk & Safety Assessment

    In line with WBTR responsibilities, the Board evaluates:

    • safety risks

    • reputational risks

    • compliance concerns

    • impact on children or families

  5. Decision & Action

    The Board takes appropriate steps to respond to the complaint (see Section 6: Possible Actions).

  6. Outcome Communication

    We inform the complainant of the outcome within 14 days, or provide an update if more time is required.

    Privacy laws limit how much detail can be shared about others involved.

 

All reports are logged in a secure record, as required by WBTR documentation practices.

5. Confidentiality & Data Protection

Consistent with WBTR and GDPR:

  • Only Board members directly handling the case have access to information.

  • Reports are stored securely and only as long as legally required.

  • Anonymous reporting is permitted, though it may limit investigation.

6. Possible Actions the Organization May Take

In accordance with WBTR’s focus on safety, integrity, and responsible governance, Robbeburg may take actions such as:

  • verbal reminder or re-education on the Code of Conduct

  • written warning

  • removal from a session or event

  • early termination of a rental booking

  • temporary or permanent exclusion from Robbeburg

  • membership suspension or termination

  • review of a volunteer’s suitability to continue

  • reporting to external authorities (for safety concerns, especially if children are involved)

  • internal procedural or policy changes to prevent future issues

 

Actions are chosen with the goals of safety, fairness, and organizational integrity.

7. Appeals Process

A complainant may appeal within 14 days.

  • A different Board member (not involved in the initial review) leads the reassessment.

  • The Board’s final decision will be communicated in writing.

8. Annual Evaluation

To comply with WBTR governance standards, Robbeburg:

  • reviews all complaints once per year

  • identifies patterns or risks

  • updates policies and training if needed

  • reports key insights (not personal details) to members during the annual meeting

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