Standard complaints procedure for private security organizations and investigative agencies:

Explanation
Article 18 of the regulations on private security organizations and detective agencies stipulates that the security organization or detective agency must establish a complaints procedure. The complaints procedure contains at least information about:
a. to whom the complaint must be submitted;
b. the minimum requirements that a complaint must meet;
c. the period within which a complaint can be submitted;
d. the procedure to be followed for handling the complaint;
e. the period within which the complaint is handled.
A copy of the complaints submitted must be brought to the attention of the Minister by a security organization or a detective agency.
The standard complaints procedure as included below tries to provide as complete a complaints procedure as possible. In this proposal for a complaints procedure, a distinction is made between the handling of a complaint in the first instance (by the director of an organization) and in the second instance (by a complaints committee).

Article 1. Definitions and scope
This regulation means: the organization: (the name of the organization); the complainant: the person whose interest is directly involved in the conduct of the organization; conduct: the acts or omissions of the organization or its employees; the accused: the organization against whose conduct a complaint has been lodged; a notice of complaint: a written complaint against the conduct of the accused; the complaints committee: the committee which is authorized to lodge complaints in second instance in to take treatment; a notice of appeal: a written complaint against the decision of a director, the failure to of a decision of a director or conduct of a director.

Article 2. Scope of applicability
These regulations apply to the handling of complaints about the conduct of (name organization) and its employees.

Article 3. Method of submission
A complainant or his authorized representative can submit a complaint to the director of the organization that performed the behavior. A written complaint is signed and contains at least the following information: the name and address of the complainant; the date; a description of the conduct to which an objection is made; the grounds on which the complainant objects, the director of the organization informs the complainant and invites the complainant to rectify the omission within two weeks. If the notice of complaint does not meet the requirements referred to in the second paragraph of this article the director of the organization informs the complainant of this and invites the complainant to to rectify default within two weeks. If the complainant does not remedy the default, as referred to in the third paragraph of this article, the complaint not processed.

Article 4. Submission period
The term for submitting a notice of complaint is six weeks, counting from the date on which the behavior complained of took place.

Article 5. Free treatment
There are no costs associated with handling a complaint.

Article 6. Confirmation of receipt
The director will send an acknowledgment of receipt within two weeks of receipt of the complaint.

Article 7
The director will send a copy of the complaint to the Justice Department of the Ministry of Security and Justice within two weeks of receiving the complaint.

Article 8. Oral procedure
The director of the organization investigates the complaint and invites the complainant for a personal maintenance. The director hears the complainant and can also obtain information from third parties.

Article 9. Written treatment procedure
If the complainant does not wish to be heard, a written hearing will follow from the complaint. If the notice of complaint does not meet the requirements set out in

Article 3. the notice of complaint will not be dealt.

Article 10. Decision
The director will make a decision on the complaint within six weeks of receipt of the written complaint.

Article 11
Written notice The decision on the complaint will be communicated to the complainant in writing.

Article 12 Notice of appeal
An appeal can be submitted to the independent complaints committee within six weeks of receipt of the director’s decision.

Article 13 Method of submission
A complainant or his authorized representative can submit a notice of appeal to the complaints committee. A notice of appeal is signed and contains at least the following information: the name and address of the complainant; the date; a description of the conduct to which an objection is made; the grounds on which the complainant objects. If the notice of appeal does not meet the requirements referred to in the second paragraph of this article, the complaints committee will inform the complainant and invite the complainant to rectify the omission within two weeks. If the complainant does not remedy the default, as referred to in the third paragraph of this article, the complaint will not be processed.

Article 14 Confirmation of receipt
The Complaints Committee will send an acknowledgment of receipt within two weeks of receipt of the notice of appeal.

Article 15 Treatment
If a notice of appeal does not relate to one of the subjects referred to in Article 1, seventh paragraph, the complaints committee will declare your notice of appeal inadmissible. If the notice of appeal is admissible, the complainant and the accused are invited to a hearing. The complaints committee can also obtain information from third parties.

Article 16. Decision
The complaints committee will make a decision within six weeks of receipt of the notice of appeal.

Article 17
The decision is communicated in writing to the complainant and the accused.

Article 18
A copy of the notice of appeal and the decision will be sent to Department Justis of the Ministry of Security and Justice.