How we work

How does the Institute handle your enquiry or report?

• We will send you an acknowledgement of receipt with a reference number.
• We will first assess whether your complaint is admissible, i.e. whether we have sufficient information to deal with it (identity, date, signature, description of the situation, etc.).
• We will then assess whether the Institute is authorised to handle your complaint and whether the complaint is well-founded.
• We will carry out an initial analysis of your case, which may involve requesting further information or suggesting that you explain the matter in person. It is therefore important that you provide us with a telephone number or email address where we can contact you.
• We will provide you with advice on the case you have submitted and the further assistance you can expect from the Institute.
• The Institute does not take any steps or action on its own initiative regarding the cases submitted; we act only with the permission of the person who submitted the case.
• Good to know: the Institute’s services are free of charge and confidential.

What can the Institute do for you?

▶ Provide information

We will provide you with as much information as possible regarding your enquiry or report.

▶ Invite you to a meeting

We can discuss the issues you are experiencing and explain the relevant legislation, your rights and obligations, and what further steps you can take.

▶ Contact the other party

At your request, the Institute can inform the other party of their rights and obligations. This can be done either by telephone or by letter.

▶ Conciliation/Mediation

Following contact with the other party, mediation may be initiated. This can take place at the Institute or, if necessary, in another neutral setting. Once a mutual agreement has been reached, the case will be closed.

▶ Legal action and bringing a civil claim  

The Institute is free to decide whether to take legal action and will only do so if it deems it necessary and with the complainant’s consent. 

Any lawyer with expertise in the areas covered by the Institute is welcome to contact the Institute, without obligation, to offer their services.

▶ Follow-up and advice

The Institute may provide legal assistance to the person lodging the report.