The ombudswoman or ombudsman mediates in cases in which clients of association members believe that their expectations have not been met or in the case of complaints about certifications. We receive complaints, listen to the parties concerned and offer – in an unbureaucratic manner – free mediation.
We propose the following procedure:
If you, as a client of a member of the association, have a complaint or if you have a complaint about a certification, please address it to the ombudsman in your own language.
The ombudsman will contact you and clarify the context and your concerns.
The club member concerned is invited to comment.
Depending on the case, a mediation meeting is held or recommendations are made for both sides.
We are committed to confidentiality. Our work is free and can be used by all clients of our association members. At the general meeting, we report anonymously on the number of complaints received and their topic. In this way, the ombudsman also makes a contribution to quality assurance in the constellation work.