Currence complaints scheme

Introduction
The Licence and Certificate Agreements include an arbitration clause under which all disputes arising in connection with the Licence or Certificate Agreement or with more specific agreements under the main agreement are exclusively to be decided by arbitration in accordance with the Arbitration Rules of the Netherlands Arbitration Institute (NAI Arbitration Rules).

As part of the Certification Procedure, if there is a difference of opinion concerning the outcome of the certification or the manner in which it was conducted, Currence and the Institution concerned will together attempt to find a mutually satisfactory solution. If Currence and the Institution are unable to resolve their differences, the arbitration clause contained in the Licence or Certificate Agreement may be invoked.

Supplementing the arbitration scheme thus provided, Currence wishes to have a complaints scheme for complaints from Licensees and Certificate Holders as well as from third parties not covered by the arbitration scheme. Through this complaints scheme, Currence will attempt to resolve any complaints received. The complaints scheme applies to Currence Holding B.V. and its subsidiaries (together referred to as ‘Currence’).

Article 1 Right of complaint
1. Anyone has a right to make a formal complaint to Currence concerning the manner in which Currence has behaved in a particular connection.
2. Behaviour on the part of a Currence employee is considered to be behaviour on the part of Currence.

Article 2 Procedure
1. The complainant shall make the complaint to Currence in writing, addressed to the general manager, stating the reasons for the complaint.
2. Currence will record the date of receipt of the complaint in its Complaints Register and will acknowledge receipt of the complaint to the complainant as soon as possible.
3. Currence will ensure that the complaint is investigated within six weeks of receipt. Currence will have the right to extend the investigation period by up to four weeks only.
4. Currence will examine the complaint by looking at both sides of the argument. Before taking a decision, Currence will hear the complainant.
5. Currence will advise the complainant of its decision in writing, giving its reasons.
6. No objections or appeals may be lodged against a decision.

Article 3 Files
1. Currence will keep a record of all complaints received by Currence in its Complaints Register.
2. The documentation relating to a complaint will be kept on file by Currence.