- Complaints can be sent to the ZOA global email address for complaints: firstname.lastname@example.org. The mailbox is managed by the ZOA HQ Integrity Coordinator, who registers complaints received and, upon decision by the Board, approaches relevant staff for handling the complaint.
- Complaints can be reported during working hours in the Netherlands (Mondays – Fridays; 09:00 – 17:00 hrs, Central European Time) through a global telephone number: +31 6 8128 9087. This number can also be used for WhatsApp messages. The telephone number is managed by the ZOA HQ Integrity Coordinator, who records the complaint in a standard complaints form, registers it and, upon decision by the Board, approaches relevant staff for handling the complaint.
Complainants are notified (in writing or verbally, depending on the situation) within 5 working days about the proper receipt of a complaint and about the expected timeframe for responding to the complaint. If you'd like to know more ZOA's complaints procedure, please check the webpage about our Integrity Framework.