Complaints Procedure

Last updated: September 2026

I do my best to treat you as well as I can. Even so, you may be unhappy about something — the treatment itself, the way we deal with each other, or something practical. Please tell me. To me a complaint is above all information: I can do something with it, and you deserve an answer.

As a registered therapist I fall under the Dutch Healthcare Quality, Complaints and Disputes Act (Wkkgz). That means that alongside a conversation with me there is also an independent route, which costs nothing or almost nothing. The three steps are set out below.

1. Talk to me first

   The quickest and usually the most pleasant route is a conversation. Call me on 06 48 22 86 04 or email info@acupuncturistgaia.nl. We will then set aside time to go through calmly what happened and what you need. Often it turns out to be a misunderstanding, or expectations we did not voice clearly enough, and we resolve it together.

   Do you find it hard to have that conversation on your own? You are always welcome to bring someone with you.

2. Involve the independent complaints officer

   If we cannot resolve it together, or if you would rather talk to someone else first, you can call on an independent complaints officer free of charge. They are not part of my practice and do not take sides: they listen to your account, help you put the complaint into words, explain your options and can mediate between us.

   The complaints officer is arranged through my professional association Zhong, which is affiliated for this purpose with the SCAG (Foundation for Complementary and Alternative Healthcare). You can report your complaint to them directly — you do not have to go through me, and you do not need my permission first.

   Under the Wkkgz you receive a written assessment of your complaint within six weeks. That period may be extended once by four weeks if more time is needed for a careful investigation.

3. Take it to the disputes committee

   If mediation does not resolve matters, you can put your complaint to the Disputes Committee for Complementary Healthcare (Geschillencommissie Complementaire Gezondheidszorg). This is an independent committee with legal, medical and consumer representation, recognised by the Dutch Ministry of Health.

   Filing a dispute costs €52.50 in complaint fees. If the ruling is in your favour, that amount is refunded. The committee issues its ruling within six months, and that ruling is binding on both parties. The committee can also award compensation of up to €25,000.

The SCAG leaflet

SCAG publishes a short leaflet that explains the whole complaints procedure in two pages: “U heeft een klacht. Wat nu?” A copy is available in the practice, and you can download it here. Please note that SCAG publishes it in Dutch only — if you would like me to talk you through it in English, just ask.

Good to know

• Making a complaint is free up to and including step 2. Only the disputes committee charges a fee.
• Your complaint is handled confidentially. The complaints officer and the committee members are bound by confidentiality.
• Making a complaint has no consequences for your treatment. If you would rather continue with a different therapist, I am happy to refer you and — with your consent — transfer your records.
• If your complaint is about how I handle your personal data, please also see the privacy statement. It sets out the route via the Dutch Data Protection Authority.

Practice details

Acupuncturist Gaia Picciolini
Kometensingel 377
1033 BK Amsterdam, the Netherlands
Phone: 06 48 22 86 04
Email: info@acupuncturistgaia.nl
Chamber of Commerce (KVK) number: 62644211

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