Disclaimer:

Privacy statement:

General terms and conditions, version 26/07/2017:

Our terms and conditions of Genderhealthcare comply to the Dutch terms algemene voorwaarden van de Geestelijke Gezondheidszorg van de SER.

Complaints, version 21/10/2017:

Client; the (future) client who, by signing the quotation issued by Genderness and her affiliated organizations, orders the agreed upon delivery of products and/or services. Client is defined as anyone who wishes to give or provide an assignment to Genderness and her affiliated organizations for advice or related services, or who wishes to conclude or enter into any agreement of a different nature with Genderness and her affiliated organizations.
Contractor; party which binds itself to the product to be delivered as described in the quotation by drawing the quotation received by the client and returning the order confirmation. Contractor in these General Terms and Conditions is referred to as Genderness and her affiliated organizations.
Assignment confirmation; written acceptance of the unaltered quotation issued by GenderTalent in which the product and/or service to be delivered by GenderTalent is described.
Quotation: the offer to enter into an Agreement, issued by Genderness and her affiliated organizations to the contracting party.
Product and service: the making of analyses, diagnoses, directions for solutions as well as the recording and activities for the implementation thereof as described in these documents.
Agreement: all agreements made as expressed in General Terms and Conditions of Delivery, quotation and other related agreements mentioned in quotation with regard to the product to be delivered.
End User: the natural person or natural person who uses the products and/or services.
Genderness, trading under the brandnames (and legal forms) Genderness, Gendertalent, Genderflex and Genderclinic and the Catharina Anastasia Foundation, registered with the Chamber of Commerce under  respectively 72079754, 72416696, 72079770, 72079762 and 66336007.
Genderness Internet site: the Internet site Genderness.com or another Internet address to be indicated by Genderness.
Gendertalent Internet site: the Internet site Gendertalent.com or another Internet address to be indicated by Gendertalent
Genderflex Internet site: the Internet site Genderflex.com or another Internet address to be indicated by Genderflex.
Genderclinic Internet site: the Internet site Genderclinic.com or another Internet address to be indicated by Genderclinic.
Working days: Monday to Friday from 8 a.m. to 6 p.m. with the exception of public holidays recognised in the Netherlands and holidays announced by Genderness and her affiliated organizations.

With the filing of these General Terms and Conditions at the office of the Chamber of Commerce of Utrecht, all previous and/or deviating terms and conditions and provisions of Genderness and her affiliated organizations have lapsed. The General Terms and Conditions can also be found on the Genderness and her affiliated organizations Internet site.
If any stipulation in these General Terms and Conditions turns out to be null and void or is annulled, all remaining stipulations will remain in full force and effect. Parties will enter into negotiations about a replacement provision that is as close as possible to the intention of the void or annulled provision. The general terms and conditions also apply to agreements that build on the agreements initially concluded with Genderness and her affiliated organizations..
All assignments, both with the client as well as with agents, representatives or other intermediaries, are only carried out on the following conditions, unless expressly agreed otherwise and confirmed in writing by Genderness and her affiliated organizations. Agreed deviations never apply to more than one assignment, unless again confirmed in writing each time.
Agreements with Genderness and her affiliated organizations personnel do not bind Genderness and her affiliated organizations, unless explicitly confirmed in writing by its authorized personnel. By signing the quotation, agreements with the client are considered to have been made by a competent and authorised person within its organisation.
The client acknowledges the applicability of these General Terms and Conditions to all agreements of whatever nature made between the client and the assignee by the mere fact of giving an assignment to Genderness and her affiliated organizations. A mere reference by the client to its own terms and conditions or a standard clause on the letterhead or in the client’s own terms and conditions with the exclusive effect of these own terms and conditions is not sufficient for this purpose.
Parties agree not to use confidential information of the other party or to provide it to third parties, unless this is unavoidable with regard to the observance of these terms and conditions, and is in accordance with the other stipulations in this respect in these general terms and conditions and/or related contracts. The products and/or services of GenderTalent, as well as correspondence and documentation, are considered by the parties as confidential information of Genderness and her affiliated organizations and are acknowledged as such by the client.
The client is not entitled to transfer its rights resulting from the agreement to third parties without the explicit consent of Genderness and her affiliated organizations. The client only derives from the agreement the right to make personal use of the offer as indicated on the offer, unless otherwise agreed upon in writing.
All communication between the client and the contractor may take place electronically, unless otherwise indicated in the general terms and conditions. Correspondence stored by GenderTalent shall serve as proof thereof, unless the client provides proof to the contrary.
The electronic correspondence shall be deemed to have been received on the day of dispatch, unless the contrary is proven by the recipient. If the correspondence has not been received as a result of delivery and/or accessibility problems with regard to the Principal’s electronic mailbox, this shall be at the Principal’s risk, even if the electronic mailbox has been placed with a third party. Genderness and her affiliated organizations is not obliged to send a confirmation of receipt with regard to the correspondence it has received.
Genderness and her affiliated organizations is not liable for misunderstandings, mutilations, delays or improper transmission of orders and communications as a result of the use of internet or any other electronic means of communication in the traffic between Genderness and her affiliated organizations and client.
The postal address for written (registered) correspondence is: Genderness and her affiliated organizations, Westersingel 21, 9718 CB Groningen.

  1. The support employee has the task and responsibility in consultation with client or his representative and Genderness and her affiliated organizations:
    – to arrive at a satisfactory solution in an informal manner and / or;
    – to inform and advise the complainant on his request about the possibilities of submitting a complaint via the complaint form;
    – to inform about the working method of the Complaints Procedure;
    – to assist the client or his representative in formulating the complaint;
    – carefully examining the options for resolving the complaint.
  2. When performing the task, the support employee has the authority to do everything that is reasonably necessary for proper supervision of the process in handling a complaint.
    The support employee will make agreements with the complainant about the confidentiality of the conversations.
  3. The support employee must act independently and impartially towards the complainant and Genderness and her affiliated organizations, and insofar as he is involved in the complaint, the employee.
    The support employee must therefore refrain from conduct on the basis of which suspicion may arise of (the appearance of) partiality and / or the non-independent performance of the position.
  4. If the support employee is or has been involved in a matter to which the complaint relates, or otherwise cannot function independently and impartially due to circumstances in an individual case, this must be reported to Genderness and her affiliated organizations as soon as possible by the support employee. . Genderness and her affiliated organizations will then ensure that another (deputy) support employee is appointed.
  5. Genderness and her affiliated organizations guarantees that the support employee can perform his job independently and does not disadvantage the support employee because of the way in which the job is performed.

The support employee has the task and responsibility in consultation with client or his representative and Genderness and her affiliated organizations:
– informally arrive at a satisfactory solution and/or;
– to inform and advise the complainant at his request about the possibilities of submitting a complaint via the complaint form;
– to inform the complainant about the working method of the Complaints Procedure;
– assist Talent or its representative in formulating the complaint;
– carefully investigate the possibilities of arriving at a solution to the complaint.
In the performance of the task, the support staff member is authorised to do everything that is reasonably necessary for proper supervision of the process when handling a complaint.
The support staff member will make agreements with the complainant about the confidentiality of the interviews.
The support staff member must act independently and impartially towards the complainant and Genderness and her affiliated organizations as well as the staff member involved in the complaint.
The support staff member must therefore refrain from any behaviour that could give rise to the suspicion of (the appearance of) partiality and/or the non-independence of the position.
If the support staff member is or has been involved in a matter to which the complaint relates, or cannot independently and impartially perform the job in an individual case due to circumstances, the support staff member must report this to Genderness and her affiliated organizations as soon as possible. Genderness and her affiliated organizations will then ensure that another (deputy) support employee is appointed.
Genderness and her affiliated organizations will ensure that the support employee can perform his function independently and will not disadvantage the support employee because of the way in which the function is performed.

  1. In the event of dissatisfaction, the complainant prefers to first contact the employee or his manager to reach an informal solution.
    The complainant will be given the opportunity to discuss his or her dissatisfaction. Other persons will be involved in this discussion if this is conducive to resolving the dissatisfaction and the complainant does not object to it.
    If the discussion does not lead to a satisfactory solution of the dissatisfaction, the complainant will be referred to the Genderness and her affiliated organizations Complaints Procedure. The complainant is also referred to the possibility of seeking advice from the support staff member (if the support staff member is not yet in the picture). In consultation with each other, the support staff member and the complainant will try to reach a satisfactory solution in an informal manner.
    If the dissatisfaction has not been dispelled, the complainant can (or if the situation arises that the complainant does not (dare to) turn directly to the staff member) make his complaint known to the Genderness and her affiliated organizations or support staff member to which Genderness and her affiliated organizations or support staff member is affiliated. When filing a complaint, the complainant can appeal for support from the support employee. This support consists of the support employee assisting the complainant in formulating the (oral) complaint.
    A complaint must be submitted to Genderness and her affiliated organizations in writing via a dated complaints form.
    The date on which the complaint is submitted to Genderness and her affiliated organizations via the complaint form and thus received by Genderness and her affiliated organizations is considered the formal starting date of the complaints procedure.

After receipt of the written complaint, Genderness and her affiliated organizations sends the complaint to the support employee for further processing (if he or she was not yet involved).
The complainant will be declared inadmissible if:
a complaint relates to other dissatisfaction than is defined in the definitions in the Genderness and her affiliated organizations Complaints Procedure; –
a complaint is submitted by a person other than the circle of persons who may submit a complaint on the basis of Article 1 of the Complaints Procedure.
In the event that the complainant is inadmissible in his complaint, Genderness and her affiliated organizations will confirm this in writing to the person lodging the complaint.
If the complaint relates to persons other than Genderness and her affiliated organizations, Genderness and her affiliated organizations will ensure that the handling is transferred to the person to whose actions the complaint relates, unless the complainant has not given permission for this.
The support employee will contact the complainant in order to determine, in consultation with the complainant, how the complaint can best be handled.
The complainant will receive written confirmation of the submitted complaint within 2 weeks. This confirmation must at least include: a brief description of the complaint (including date, place and special circumstances) the further handling of the complaint and the period within which the complaint is expected to be handled.
When handling the complaint, the support staff member will apply both sides of the argument, whereby the support staff member will ensure that if the complaint (partly) concerns an employee, this person can also be given the opportunity to give his opinion on the complaint.
The support staff member will keep the complainant and Genderness and her affiliated organizations informed in writing of the progress of the handling of the complaint.
The support staff member will try to reach a solution to the complaint through mediation.
A complaint will be dealt with within a period of 6 weeks after the date of receipt, whereby there is a possibility to extend this period, stating reasons. The complainant will be informed in writing, stating the reasons, of the findings of the investigation into the complaint, as well as of any further measures that may be taken as a result of the complaint submitted. The decision(s) or any measure(s) taken in relation to the complaint, which is (are) relevant to the complainant or the staff concerned, should be notified to them as soon as the decision(s) or measures have been taken.
GenderTalent assumes that the complainant agrees with the decision.
A complaint must be submitted within a reasonable period of time after the complainant is aware or could reasonably have been aware that the conduct of Genderness and her affiliated organizations could result in a complaint as referred to in the Complaints Procedure.
The complainant will receive the letter as referred to in paragraph 3 as soon as possible, but at the latest within six weeks after the date on which the complaint was submitted to Genderness and her affiliated organizations.
If, in the opinion of Genderness and her affiliated organizations, the required careful investigation of a complaint requires this, the term as referred to in the previous paragraph may be extended by a maximum of four weeks.
If it turns out to be impossible to reach a solution to the complaint within the terms mentioned in this article, the term can be extended by Genderness and her affiliated organizations by as much longer as necessary, provided the complainant has agreed to the extension in writing.
If the complaint has not been settled to the complainant’s satisfaction, there is the possibility to file the complaint with a third party. In the case of the UWV, the UWV is the point of contact for this. Otherwise, GenderTalent refers to the NOLOC or the Disputes Committee.

Genderness and her affiliated organizations ensures that the regulation is made known to the general public, and Talent in particular, among other things by mentioning it on its own website and by verbally pointing out the existence of the Genderness and her affiliated organizations Complaints Procedure in the event of a complaint.
Genderness and her affiliated organizations informs employees and others about the Genderness and her affiliated organizations Complaints Procedure and asks and supports them to act in accordance with it.
The persons involved in the handling of a complaint are obliged to observe confidentiality with regard to (personal) data obtained, the confidential nature of which is known or should reasonably be deemed to be known. This means that this information may not be provided to third parties.
Exceptions to the obligation of confidentiality are permitted if a statutory regulation, a final judicial decision or ex officio obligations require disclosure.