INTRODUCTION

ESPID recognises the value of feedback as an important tool in monitoring and responding to participants and members expectation. In order to assist us to respond appropriately, all forms of feedback need to be documented and assessed as part of an on-going process.

PURPOSE

This policy sets out the responsibility of ESPID to:

Recognise, promote and protect the participants and members right to provide feedback and make a complaint about their dealings with the ESPID Annual Meeting, ensure an accessible and publicised complaints procedure is in place, recognise the need to be fair to both the complainant and the organisation or person complained about, provide a mechanism for responding to complaints in a timely and courteous manner, determine and implement remedies, provide adequate resources to support the complaints management process, and record, assess and review complaints on a regular basis to ensure responsiveness and on-going commitment to service improvement.

DEFINITION AND PROCEDURE

Feedbacks are expressions of satisfaction made by participants and as such form a major source of the member’s perception of services received from ESPID.

Feedbacks​ can be made:

• by email to the ESPID Society Secretariat (Cheryl McLeary: admin@espid.org)
• on a specific feedback form which will be available online on the Annual Meeting website (form below)
• via comments and feedback on surveys
• to an independent third party (Marco Hoogesteger, Director, HB VAT Services B.V., Email: marco@vat-services.com)

Please complete the official feedback form below:

COMMITMENT

A participant/member’s right to provide feedback and make a complaint is recognised, and the ESPID secretary will handle and forward all forms of feedback to the appropriate area as needed. All staff is empowered to provide information and advice on the feedbacks handling process. Feedbacks which are complex or require additional support will be referred to the ​relevant area of responsibility. All feedbacks will be reviewed in a timely and efficient manner, with a view to resolving issues in a non-confrontational, non-adversarial environ​ment. Feedbacks will be documented and reviewed regularly as part of an on-going service quality assessment. ESPID will acknowledge receipt of a feedback within 4 weeks and we will make every effort to resolve complaints within 60 days of receipt. The participant/member will be notified if a longer period is necessary to reply to the complaint.

The feedback​ policy will be referenced on the ESPID society website and the annual meeting website.

RESOURCES

The feedbacks procedures will be documented and located in the ESPID filing system, which will be maintained and to which the ESPID board will have access at all times. All feedbacks must be recorded, and these records must be kept for at least one year. Accumulated data on complaints will be discussed annually at board meetings and will be shown at the AGM.

FEEDBACK HANDLING PROCESS

Complaints will be treated confidentially. Feedbacks​ will be handled fairly and justly and in a con​sis​tent manner, and with the understanding that complainants should not be disadvantaged by the complaint process. Complaints against staff will be directed to the relevant m​anager and all correspondence and assessments will be confidential. Complainants will be kept informed of their complaint and of the final resolution.