News item | 15-02-2024 | 2:43 PM
Childcare organizations must list hourly rates and opening hours on the website. Parents must also be better informed about steps they can take in the event of a dispute or complaint. Minister Van Gennip of Social Affairs and Employment has agreed this with trade organizations and parent representatives. The agreements improve transparency, writes the minister, also on behalf of State Secretary De Vries of Finance (Benefits and Customs), in response to parliamentary questions about closures and opening hours in childcare.
Below is an overview of which hours entitle you to childcare allowance and what steps parents can take if they do not agree with changes to the contract by the childcare organization.
Which childcare hours entitle you to childcare allowance?
- The parent is entitled to childcare allowance for paid hours that are agreed in the contract and where the childcare organization actually offers the service and is therefore open.
- There is no right to childcare allowance on days when childcare is closed, such as study days. Study days should be included in the hourly rate, just like other personnel costs. Closures on recognized public holidays are an exception.
- This standing practice is clarified in the regulations.
Opportunities for objection for parents
The parent and the childcare organization enter into a contract about the number of hours to be taken and the costs. The childcare organization can change the contract by adjusting the package or expanding the number of hours. It is up to the parent to agree to this.
If parents disagree with package adjustments, extensions of opening hours or the hours that are billed, they have the following options:
- Step 1: Parents can make their objection known by discussing this within the organization.
- Step 2: If step 1 has no or insufficient results, a parent can submit a formal complaint in accordance with the internal complaints procedure of the childcare organization. Every childcare organization is obliged to have a complaints procedure.
- Step 3: If the internal complaints procedure does not lead to a satisfactory outcome, parents can report to the Childcare Complaints Desk. This desk provides advice and information, and can also mediate between parent and childcare organization.
- Step 4: If this does not resolve the parent’s complaint, they can file a complaint with the childcare dispute committee. The decision of the dispute committee is binding for parents and holders.
Parents can also report this to Consuwijzer of the Netherlands Authority for Consumers and Markets (ACM) without the childcare organization’s involvement.
The role of the parent committee
Parent committees have the right to be advised on matters such as rates and opening hours. Childcare organizations are obliged to ask the parent committee in writing for advice when rates or opening hours are changed.