The complaints procedure of Nina.care is designed to receive and handle signals of dissatisfaction or concern in an ethical, safe, and independent manner.
Every report is taken seriously, whether it comes from an au pair, a host family, or a partner organization.
All reports are handled in line with our core values: Integrity, Transparency, and Innovation.
An au pair or host family reports a concern to their agent or contact person (first point of contact).
The agent documents the issue and immediately forwards it to the Quality Committee.
The Quality Committee evaluates the report: is it a formal complaint, a concern, or a misunderstanding?
Where possible, the issue is resolved in consultation with those involved (e.g., through mediation, clarification, or internal follow-up).
The report is recorded in the complaints register.
If the reporter is not satisfied with the outcome or if the matter is serious in nature, the issue will be treated as a formal complaint.
The au pair or client may also contact the Quality Committee directly via the contact information listed on our website and in our communications.
The complaint is reviewed by at least two members of the Quality Committee.
The complainant will receive an acknowledgment within five working days, and a substantive response within fifteen working days.
If needed, the complaint will be discussed during the Committee’s monthly meeting.
In serious or structural cases, the Supervisory Board will be informed.
Each complaint is categorized (e.g., communication, support, safety) and evaluated for resolution quality.
The issue and outcome are logged in the complaints register.
Findings are discussed during quality meetings and included in the PDCA (Plan-Do-Check-Act) cycle.
A yearly summary of complaints is included in the quality report submitted to the Supervisory Board and the IND.
Transparency, Integrity, and Innovation
Independence: Complaints are handled by a multi-perspective committee (quality, compliance, operations).
Learning Mindset: Complaints are seen as opportunities for improvement, not disruptions.
Transparency: Every reporter receives clear feedback on the follow-up.
We are here to listen, support, and help.
Whether you’re an au pair, a host family, or otherwise involved in the Nina.care Exchange Program – we are your independent and trusted point of contact.
We are committed to fairness, safety, and well-being for all.
If you have a question, concern, or need guidance, please don’t hesitate to reach out.
All communication is treated with respect, confidentiality, and care.
Email: foundation@nina.care
