I have been confronted | Social safety help guide

It can be a shock when someone indicates that your behaviour has been perceived as annoying, inappropriate or transgressive. Or perhaps they have filed a complaint against you. Maybe you don't recognise yourself in what is being said, or you don't know how to deal with it. It is understandable that this raises questions or emotions. You don't have to go through this alone.

Take the situation seriously

When someone indicates that your behaviour has had a negative impact, it can help to look at it with an open mind. That doesn't mean you have to agree with everything that's being said, but it does mean that you take the other person's experience seriously.

Make a choice:

I want to talk to someone about the situation

Soms kan een gesprek met iemand die kan meedenken helpen om beter te begrijpen wat er is gebeurd en hoe dit door de ander is ervaren.

I want the situation to change

Sometimes a conversation with someone who can think things through with you can help to better understand what happened and how it was perceived by the other person.

I would like to receive clear information about the complaints procedure

In the event of a complaint, an independent committee investigates what happened and whether this was in line with the values and rules of the organisation. If not, apologies, compensation, or other appropriate measures will follow. You can be supported by a confidential adviser when submitting.

I want to change something about the situation

In some situations, it may be appropriate to start the conversation, for example to discuss misunderstandings or to make agreements about how you will interact with each other.

It can help to reflect on what happened and how it may have been perceived by others. In some situations, it may be appropriate to start the conversation, for example by discussing misunderstandings or by agreeing how you will interact with one another. You don't have to conduct such a conversation on your own. You can ask someone to support or be present.

If it feels safe and appropriate, a conversation can help to better understand what happened and how the situation was experienced by the other person. Sometimes such a conversation can also help to clarify misunderstandings or agree how to handle things in the future.

Listen to the other person's experience, even if it is different from your intention.
Stay calm and respectful, even if the conversation feels difficult.
Give space to each other's perspective and try to understand each other.
Set your own boundaries if something doesn't feel right for you.

A conversation is not always necessary or possible. It can help to ask for support or advice first.

Support during a conversation

HR adviser or study adviser
You can ask an HR adviser (if you are an employee) or study adviser (if you are a student) to conduct the conversation with the person concerned. They think things through with you and can help as an independent third party to steer the conversation in the right direction.

Manager or teacher
You can also involve your manager (if you are an employee) or teacher (if you are a student) in the conversation. They can help to discuss the situation and look together for appropriate agreements or solutions.

Ombuds Officer
Together with the Ombuds Officer, you can discuss whether and how a conversation could be held with the person concerned. The independent and impartial Ombuds Officer is there for employees and students of all levels and handles your story with care.

I want to talk to someone

Start in a place that feels safe and familiar to you. This can be a friend or colleague, but also one of the options below.

HR adviser or study adviser
You can confide in an HR adviser (if you are an employee) or a study adviser (if you are a student) to tell your story. They think things through with you and can sometimes help you directly or refer you if necessary. 

Manager or teacher
You can confide in your manager (if you are an employee) or teacher (if you are a student). Together you look at what is needed to improve the situation and prevent it from recurring.

Ombuds Officer
The Ombuds Officer is there to listen, think things through with you and give advice. They can also help solve problems. Everything you share remains confidential. This applies to both the report and the contact afterwards. The independent and impartial Ombuds Officer is there for employees and students of all levels and handles your story with care.

Confidential adviser
A confidential adviser listens to your story, thinks things through with you and supports you, without judgement and in complete confidence. A confidential adviser will never share your story with someone else without your permission. You always decide which step you want to take. Make a choice below if you want to know which confidential adviser you can approach.

I am

Employee

Student

PhD/EngD

Confidential counsellors for employees

The confidential advisors are independent and not faculty-related. You can choose who you want to contact.

If you prefer to make contact with someone who is not affiliated with UT, you can contact our external confidential adviser for undesirable behaviour:

Mrs. mr. M.C.P (Margreet) van Dongen
Telephone: 06 12 69 62 37
Mail: Vertrouwenspersoon.vandongen@gmail.com

In addition, an external confidential advisor for abuse has been appointed through the CAOP Foundation:

Mrs. drs. L. (Lucette) van der Est
Telephonenumber : 070 – 37 65 746 (office hours)
Mail: integriteit@caop.nl
CAOP, P.O. Box 556, 2501 CN The Hague

confidential counsellors for students

Would you prefer to talk to a UT student?

In that case, a Confidential Contact Person (CCP) is your point of contact. They are trained to listen to colleagues and will treat everything you share with complete confidentiality. They support you if you are struggling with something, no matter how big or small. Let’s talk about it.

The confidential counsellors are independent and not tied to any specific study programme. You can choose yourself who you would like to contact.

You can make an appointment with the counsellors in whichever way suits you best:

At the secretariat (Vrijhof, room 316)
By phone (+31 53 489 2035)
Via the online Planner: confidential.planner.utwente.nl/

PhD/Engd counssellors

All PhD and EngD candidates at the University of Twente (UT), including external PhD students and scholarship recipients, can contact a counsellor.

You can make an appointment with the counsellors in whichever way suits you best:

At the secretariat (Vrijhof, room 316)
By phone (+31 53 489 2035)
Via the online Planner: https://phdeng.planner.utwente.nl

I want information about the complaints process

If a complaint has been made in which you are involved, the University of Twente will take it seriously. The goal is always a fair and careful process. You don't have to do it alone and are entitled to support.

Complaints procedure

If a complaint has been filed about you, you will be informed as soon as possible. You will receive a copy of the complaint, and an explanation of how the procedure works.

Step 1 - Complaint and initial information

The complainant will receive an acknowledgement of receipt and an invitation to an interview with the secretary of the Complaints Committee. .
You will receive the complaint, unless the complainant withdraws the complaint before you have been contacted.
You will have 10 working days to respond to the complaint in writing.

Step 2 —Possible introductory conversation

De secretaris van de klachtencommissie voert eerst een gesprek met de klager en vraagt of een gesprek tussen jou en de klager een oplossing kan bieden. Alleen als jij én de klager dat willen, vindt zo’n gesprek plaats met een onafhankelijke derde (bijv. de ombudsfunctionaris) om het gesprek te begeleiden.

Step 3 — Investigation by the Complaints Committee

The Complaints Committee will start an independent investigation. The committee may request information within the UT, and this information will always be shared simultaneously with both you and the complainant. You may also propose witnesses, although the committee may decide not to hear them if this would not contribute to the investigation.

Step 4 — Hearing

The Complaints Committee gives both the complainant and the person involved the opportunity to be heard. In principle, you and the complainant will be heard in each other’s presence. You may be accompanied by someone, such as a confidential counsellor. You may also indicate that you wish to waive the hearing, although the committee will decide whether this is possible.

Step 5 — Advice and decision-making

The Complaints Committee prepares a report and recommendation for the Executive Board (CvB). The Executive Board then takes the final decision and sends you: the outcome, the committee’s recommendation, and the report of the hearing. If the Executive Board deviates from the committee’s recommendation, it must explain the reasons for doing so.

Step 6 —Possible measures

The Executive Board may take measures ranging from organisational improvements to more serious actions in severe situations. If the complaint is found to be unfounded, the committee may advise that your reputation be rehabilitated if it has been harmed.