Our staff work every day to give the public a great experience, but sometimes things may not go quite as expected. If you have a complaint, comment, or suggestion about a performance, event, or workshop at hetpaleis, we would be glad to hear from you. We handle every report with care, attention, and efficiency.

At hetpaleis, we see every complaint, comment, or suggestion as an opportunity to learn and continue improving our work.

definition of a complaint

We define a complaint as an expression of dissatisfaction (either written or verbal) regarding our operations. We use the following guiding principles:

• matters in which you are personally involved
• matters involving your child, pupil, or a child for whom you are responsible
• matters that occurred no more than 12 months ago
• matters related to the operations of hetpaleis for which we are responsible

procedure

Who can submit a complaint?

All stakeholders, such as visitors, workshop participants and/or their parents, persons who pick up children, staff members, local residents, partner organisations, and others, can submit a complaint.

Where can you submit a complaint?

In the first instance, a complaint can be submitted to our info & tickets staff. They are reachable at the reception desk, by phone, and/or by email. They ensure that your report is forwarded to the appropriate department.

A complaint about:

• …practical organisation, registration, or invoicing is forwarded to the person responsible for info & tickets.
• …the content of a performance or workshop is forwarded to the coordinator of the artistic team.
• …the well-being of participants is handled by the education department and, if necessary, also by the Integrity Contact Person (API).
• …a staff member is forwarded to the relevant team coordinator. If it concerns a workshop facilitator, the head facilitator is informed. This is a permanent staff member of our education department.

contact

• info & tickets
  info@hetpaleis.be
  03 202 83 60
   
• head of info & tickets
  pauline.scheers@hetpaleis.be
  03 202 83 40
   
• coördinator audience 
  cecile.desomer@hetpaleis.be
  03 202 83 68

How can you submit a complaint?

Do you have a complaint? We ask you to contact a member of our info & tickets team as soon as possible. They are available at the reception desk, by phone, and/or by email.
 

handling of a complaint

step 1: receipt and registration of the complaint

Signals, comments, and complaints are immediately recorded in writing by a member of the info & tickets team. In the first instance, the staff member will try to find a solution through verbal or written communication to resolve the issue. If necessary, the complaint is forwarded to the relevant team manager.

step 2: investigation of the complaint

The complaint is investigated as quickly as possible. A staff member of hetpaleis consults all involved parties and assesses whether the complaint is justified, unjustified, or unclear. You will be informed within 14 working days of receipt of the complaint, with a clear explanation and an overview of the further procedure. If necessary, the staff member informs coordinators and/or the management of hetpaleis. Within one month of receiving the complaint, you will be informed about the actions taken and/or invited for a follow-up discussion.

step 3: follow-up of the complaint
 

During the next evaluation moment, the complaint is discussed and an action plan is drawn up or clarified in order to prevent recurrence.