The Stichting Academy for Creative Leadership (hereinafter: the Academy) is a partnership between the International Center for Studies in Creativity at Buffalo State, State University of New York, located in Buffalo, New York, United States of America (hereinafter: ICSC) and the Center for Development of Creative Thinking, located in Antwerp, Belgium (hereinafter: COCD vzw).
The Academy is a foundation that aims to promote creative leadership in Europe. In this capacity it facilitates the ICSC’s graduate-level programs in Europe. These programs will be offered by the ICSC at Buffalo State to a European cohort of students organized by the Academy through a combination of both seated and internet-based courses.
The Academy is registered in the Netherlands, Chamber of Commerce No. 63310511.
The Academy is located at Panamalaan 2E in Amsterdam.
The Academy is committed to providing high-quality service to all our students and participants. In order to do this, we need you to give us any comments about our service. If you are in any way dissatisfied with our service(s), then please let us know as soon as possible. This will help us to continually improve our service to you.
Our procedure covers complaints about the services delivered to students and to participants of workshops & events by the Academy. Our complaints policy does not cover:
- The content of the curriculum for the graduate-level programs of ICSC.
- The decision regarding entrance into ICSC’s graduate-level study.
- The evaluation of students’ performance in an ICSC program.
- Academic advise by ICSC’s faculty provided to graduate students enrolled in their programs.
Complaints concerning these topics are covered by Buffalo State’s complaints procedure: http://ecatalog.buffalostate.edu/graduate/.
A complaint is an expression of dissatisfaction. In most instances, the issue can be resolved simply by discussing it with the person(s) involved or raising the matter with a relevant Buffalo State faculty member, an instructor or the director of the Academy.
If you are a student or participant of a workshop/event and the matter is not successfully resolved via informal means or if you want to make a formal complaint anyway, this is what you have to do:
- A formal complaint can only be made about the services delivered to students and participants of workshops & events by the Academy.
- A formal complaint should be made in writing and sent to the director of the Academy by email (firstname.lastname@example.org).
- A formal complaint should clearly state the nature and origin of the issue and what actions have been taken to resolve it.
- A formal complaint should be made as soon as possible, but within 10 weeks after the matter is raised. It is much more likely that the issue will be resolved satisfactorily, if it is communicated at an early stage.
We acknowledge receipt of your complaint by email within 5 working days. All complaints will be dealt with confidentially. After we have received your formal complaint in good order, the director of the Academy will contact the complainant within 10 working days to outline the steps we intend to take. The director will also set out expected timescales by which matters should be resolved. The response to your complaint will be issued within 4 weeks. Once we have sent you the written outcome, a record of the complaint will be kept at the Academy for a period of 5 years.
The Academy aims to resolve all complaints internally. If, however, you are not satisfied with the outcome of our complaints procedure, then please contact mr. M.L.F.J. Schyns, lawyer at Schyns Advocaten.
Schyns Advocaten is an independent third party, who can decide if the claim is justified. The outcome of consulting the independent third party will be a declaration of Schyns Advocaten that the complaint is founded or unfounded. The Academy will accept the decision of Schyns Advocaten unconditionally and if necessary act upon it.
If the complaint is declared founded by Schyns Advocaten, the costs of this consultation will be borne by the Academy. If the complaint is declared unfounded by Schyns Advocaten, the costs of this consultation will be borne by the complainant.
The total duration of the complaints procedure may take a year at most, starting from the moment the formal complaint is filed, unless more time is needed due to further investigation. In that case, both the complainant and the Academy will be informed regularly by Schyns Advocaten about the duration of the procedure.
You can find more information on how to act if you need to consult mr. M.L.F.J. Schyns at Schyns Advocaten on their website.
When a student or participant raises a complaint in good faith, this will not have any negative effect on the treatment of or service delivery to the complainant. However, if the complainant is found to have raised the complaint dishonestly or maliciously, the matter may be further addressed by the board of the Academy. In extreme cases this may result in exclusion from a workshop/event or of ICSC’s graduate-level programs.