Complaints and disputes

VBAG — Professional Association for Independent Practitioners of Integrative Medicine

You have a complaint. What now?

Every VBAG therapist does everything possible to provide you with good and respectful care. However, it may happen that you are not satisfied with something. In that case, make this known to your therapist. It might be a misunderstanding, and you may be able to resolve it together by discussing what you are dissatisfied with or by explaining what you would like to see done differently.

If you find it difficult to express your dissatisfaction verbally, try putting it in writing to your therapist. This may open the door to a constructive conversation. In most cases, a good discussion with your therapist will resolve your dissatisfaction or complaint.

If you cannot resolve it together

If you do not feel able to discuss the issue with your therapist, if the situation does not allow for it, or if you cannot resolve it together, you can contact an independent complaints officer free of charge. This person can support you in formulating your complaint or concern and may also act as a mediator.

In accordance with the Healthcare Quality, Complaints and Disputes Act (Wkkgz), every healthcare provider is required to offer clients access to an independent complaints officer. The independent complaints officer for VBAG is affiliated with Er is iets mis gegaan. This is the organization responsible for complaints management within the healthcare and welfare sector.

If you cannot resolve the matter together, you can contact the independent complaints officer at Er is iets mis gegaan by email at info@erisietsmisgegaan.nl or by phone at 035 203 1585.

More information about the complaints procedure can be found on the VBAG website under Complaints and Disputes.

Disputes Committee: binding decision

If the involvement of the complaints officer or the handling of your dissatisfaction or complaint remains unsatisfactory to you, you can turn to the Disputes Committee. This committee is independent of all parties and specializes in integrative healthcare.

A decision made by the Disputes Committee regarding your complaint (dispute) is binding for both you and the therapist.

Submitting a dispute to the Disputes Committee costs €50. The committee will issue a decision within six months of submission.

More information about submitting a dispute can be found at zorggeschil.nl. The complaints officer can assist you with this process.

Disciplinary Law for Complementary Care (TCZ)

If your complaint concerns professional misconduct, the complaints officer may advise you to file it with the Disciplinary Law for Complementary Care (TCZ).

Contacting VBAG

You can also contact the VBAG secretariat by email at secretariaat@vbag.nl or by phone at 040 283 8988 (weekdays 09:00 – 12:00).