RIGHTS AND COMPLAINTS

Your rights

When personal data has been provided to us, you have various rights. Below is a summary:

• Right of access: You have the right to inspect the personal data that we process about you.

• Right to rectification: You have the right to correct or supplement the personal data that we process about you if it is incorrect or incomplete;

• Right to withdraw your consent: You can always easily withdraw your consent;

• Right of objection: You can object to the processing of your personal data;

• Right to erasure: You can request us to delete your personal data;

• Right to data portability: If it is technically possible, you have the right to have the personal data that we process about you transferred to a third party;

• Right to restriction of the processing: In some cases you can request that the processing of your personal data (temporarily or otherwise) be limited, which means acknowledges that we process less data about you.

You can make your request known to us by sending an e-mail to admin@phoenixresidence.nl We aim to respond to your request as soon as possible - in any case no later than four weeks - to respond.

Complaints procedure

The Phoenix Residence wants all clients to be satisfied with the care and services. We therefore do our utmost to work with the greatest possible care and to take your wishes into account. However, it may happen that you believe that the care provision could be improved or that you have comments. Our client's satisfaction is very important to us. Through comments or complaints, the organization can improve its services and increase the quality of the care provided. If you are not satisfied, you are entitled to serious handling of your dissatisfaction or complaint. It is also possible that parents/carers have comments about the quality of care and services. The Phoenix Residence's regulations and working methods comply with the new WKKGZ Act. Within the Phoenix Residence, there is a complaints procedure for this purpose, with the aim of:

• Handling the dissatisfaction or complaint

• Preventing the dissatisfaction or complaint

• Restoring the relationship between you and the employee(s)

• Contributing to and/or improving the quality of care and service

What should you do with a report, complaint or dissatisfaction?

There is a difference between dissatisfaction and a formal complaint. If you are dissatisfied with something, this can often be resolved through good consultation with the employee or supervisor involved. If your dissatisfaction cannot be resolved in this way, you must make your report, complaint or expression of dissatisfaction known to Phoenix Residence in writing. The submitted complaint must be signed and contain at least the name and address of the complainant, the date and a description of the behaviour, the incident or the unsafe situation. The Phoenix Residence is affiliated with the independent disputes committee of Erisietsmisgegaan.nl. A dispute will only be dealt with by the Disputes Committee if the complaint has first been submitted to the Phoenix Residence and the complaint does not lead to a solution.