Share

Complaints procedure

What is a complaint?

USC distinguishes between two types of complaints:

  • Service complaints: complaints about the services provided, such as overcrowding in the gym, room temperature, music, hygiene, defective equipment or timetable changes.
  • Complaints about inappropriate conduct: complaints about unacceptable and potentially transgressive behaviour* by employees, members and others associated with USC.

* Transgressive behaviour: any act and/or omission whose purpose and/or effect is to undermine the dignity and/or safety of one or more persons.

This complaints procedure describes how USC handles complaints about inappropriate conduct. Service complaints may be submitted to USC’s member services at usc@uscsport.nl. USC aims to have these handled by the USC manager or team leader most closely involved with the subject matter of the complaint. After you submit a complaint, the member services will inform you to whom the complaint has been forwarded.

Who does this complaints procedure apply to?

This complaints procedure applies to all members, employees, contractors, tenants and visitors of (digital) USC facilities and USC events.

This procedure does not apply to employment-law disputes within USC.

How do you submit a complaint?

You can submit your complaint by email to usc@uscsport.nl. It will be received by one of the three USC member services employees. Unsure whether to make a complaint? You can always first contact USC’s confidential adviser (vertrouwenspersoon@uscsport.nl).

Your email must include at least:

  • your first and last name
  • your telephone number
  • a description of the complaint

and, where applicable:

  • the date and time of the incident
  • the location
  • the person(s) involved
  • any witness(es)
  • the impact the incident has had on you

Anonymity

You may wish to remain anonymous. USC will try to protect your anonymity where:

  • you provide reasons showing that you fear retaliation;
  • disclosure would have disproportionate consequences.

Remaining anonymous may limit the available options and any subsequent steps. It may also result in a complaint not being handled. You can always discuss this with the confidential adviser at vertrouwenspersoon@uscsport.nl. The confidential adviser can help you formulate and, where appropriate, submit your complaint.

Duration of the procedure after a complaint is submitted

You will receive an acknowledgement of receipt within three working days. The complaint will then be handled. USC aims to inform you of the outcome within 4 weeks of receiving your complaint. If the complaint cannot be resolved within this period, you will be informed about the continuation of the procedure and any further steps that may be taken.

Who handles the complaint?

Depending on the scope and seriousness of the complaint, a committee of at least two people will be formed. If no committee is formed, the reasons will be explained to the parties involved. The committee investigates the complaint and reaches a final determination. The committee’s final verdict must subsequently be approved by the full USC managing board.

If a USC employee submits a complaint concerning a member of the managing board, the complaint may be referred to USC’s supervisory board or to the confidential adviser at vertrouwenspersoon@uscsport.nl. The Supervisory Board may handle the complaint itself or decide to refer it to the Institute for Sports Law (Instituut Sportrechtspraak, ISR; see also article 15 of the terms & conditions).

How is a complaint handled?

Investigation
The complaints committee may decide to investigate. The matter may also be referred to the ISR by either USC or the complainant.

As part of an investigation conducted by the complaints committee, interviews will in principle always be held with the complainant(s) and with the person(s) against whom the complaint is directed (hereinafter: the respondent(s)), so that both sides can be heard. If this procedure is not followed, the reasons will be explained to the parties involved. Other investigative options include:

  • interviews with witness(es);
  • assessment of written statements.

Right of reply
During an interview held for the purpose of obtaining the respondent’s reply:

  • the respondent is informed of the content of the complaint that is relevant to the investigation, while respecting the complainant’s privacy;
  • the respondent is given an opportunity to respond to the complaint.

Temporary measures
Where necessary to safeguard safety or order within USC, the committee may impose temporary measures during the investigation, including:

  • temporarily denying the respondent access to all or part of the facilities;
  • separating the parties involved;
  • adjusting work duties;

Final verdict
USC may conclude that:

  • the complaint is substantiated;
  • the complaint is partially substantiated;
  • the complaint is unsubstantiated;
  • there is insufficient evidence to determine the complaint.

USC can then take measures depending on the seriousness of the complaint. These include:

  • issuing a verbal warning;
  • issuing a written warning;
  • imposing conditions on the continuation of membership or employment;
  • (temporarily) denying access to one or more USC locations;
  • taking employment-law measures, including termination of employment;
  • reporting the matter to the police where appropriate.

Protection against retaliation

USC does not tolerate any adverse treatment of any person involved. Approaching, pressuring or inciting others against a person involved may result in additional measures.

Record-keeping

Every measure will be recorded in the relevant membership or employee file. The person who receives a measure will be informed of this by email.

Refunds

If access is temporarily denied during the investigation and/or the committee decides to terminate the membership, USC may decide to refund (part of) the membership fee.

Appeal

If you disagree with the decision, you may refer the matter to the ISR. This applies to both the complainant(s) and the respondent(s).

Privacy

USC acts in accordance with the General Data Protection Regulation (GDPR) and other applicable legislation, as described in the privacy statement.