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Complaint Resolution.

Article 2. Scope
These regulations apply to the handling of complaints about the conduct of Santos Recherchebureau B.V. and its employees.

Article 3. Method of submission
1. A complainant or his authorized representative may file a complaint with the director of the organization that is
performed the conduct.
2. A notice of complaint shall be signed and contain at least the following information:
– the name and address of the complainant;
– the date;
– A description of the conduct objected to;
– the grounds on which the complainant objects
3. If the complaint does not meet the requirements set forth in the second paragraph of this article
the director of the organization informs the complainant and invites the complainant to the
default within two weeks.
4. If the complainant does not remedy the default referred to in the third paragraph of this article, the
complaint not considered.

Article 4. Submission deadline
The deadline for filing a complaint is six weeks from the date
on which the conduct complained of occurred.

Article 5. Cost-free treatment
There is no charge for processing a complaint.

Article 6. Acknowledgement of receipt
The director shall send a notice of receipt of the complaint within two weeks of receipt.

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

Article 8. Oral handling procedure
1. The director of the organization shall investigate the complaint and invite the complainant to a
personal interview.
2. The Director shall hear the complainant and may also obtain information from third parties.

Article 9. Written handling procedure
1. If the complainant does not wish to be heard, a written hearing of the
complaint.
2. If the complaint does not meet the requirements set forth in Article 3, the complaint will not be
under consideration.

Article 10. Decision
The director will decide on the complaint within six weeks of receiving the complaint.

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

Article 12. Appeal
Within six weeks of receiving the director’s decision, a notice of appeal may be filed
be filed with the Independent Complaints Commission.

Article 13. Method of submission
1. A complainant or his agent may file a notice of appeal with the Complaints Committee.
2. A notice of appeal shall be signed and contain at least the following information:
– the name and address of the complainant;
– the date;
– A description of the conduct objected to;
– the grounds on which the complainant objects.
3. If the notice of appeal does not meet the requirements set forth in the second paragraph of this article
requirements, the complaint committee shall notify the complainant and invite the complainant to the
default within two weeks.
4. If the complainant does not remedy the default referred to in the third paragraph of this article, the
complaint not considered.

Article 14. Acknowledgement of receipt
Within two weeks of receiving the notice of appeal, the grievance committee shall send a notice of
reception.

Article 15. Method of treatment
1. If a notice of appeal does not concern one of the subjects mentioned in article
1, paragraph 7 then the Complaints Committee will declare your appeal inadmissible.
2. If the appeal is admissible, the complainant and the defendant will be invited for
a hearing.
3. The Complaints Committee may also obtain information from third parties.

Article 16. Decision
The grievance committee shall render a decision within six weeks of receiving the notice of appeal.

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

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

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