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IJFysio

Complaints & Privacy

Information about our complaints regulation and your privacy rights

Last updated: 2026-03-01

1. Complaints Regulation (Wkkgz-compliant)

Complaints Regulation

At IJFysio, we strive for high-quality, professional care. However, it may happen that you are not satisfied with the treatment or our services. We take complaints seriously and handle them carefully and confidentially.

Discuss your complaint

We advise you to first discuss your complaint with your treating physiotherapist. In many cases, an open conversation can lead to an appropriate solution.

If you cannot resolve it together or prefer not to have the conversation, you can make use of our formal complaints procedure.

Healthcare Quality, Complaints and Disputes Act (Wkkgz)

IJFysio complies with the Dutch Healthcare Quality, Complaints and Disputes Act (Wkkgz). This means that we:

  • have an accessible complaints regulation in place
  • have an independent complaints officer available
  • are affiliated with a recognized disputes committee

The complaints officer can support you free of charge in filing and discussing your complaint.

If a complaint is not resolved to your satisfaction, you can submit it to the independent disputes committee with which our practice is affiliated. This body can make a binding decision.

Filing a complaint

You can submit your complaint in writing or by email via:

IJFysio

Amsterdam IJburg Diemerparklaan 35, 1087 GN Amsterdam, Nederland

info@ij-fysio.nl

+31 (0)20 123 4567

You will receive an acknowledgment of receipt and information about the further procedure.

2. If affiliated via KNGF

Complaints regulation via KNGF

IJFysio is affiliated with the complaints regulation of the Royal Dutch Society for Physical Therapy (KNGF). If we cannot resolve your complaint, you can turn to the independent complaints officer via the KNGF.

More information about the complaints procedure can be found on the KNGF website.

(Only use if this actually applies.)

3. Privacy Statement (GDPR-compliant basic version)

Privacy Statement

IJFysio values the protection of your personal data. We process personal data in accordance with the General Data Protection Regulation (GDPR) and other applicable laws and regulations.

What data do we process?

We only process personal data that is necessary for:

  • Carrying out the treatment agreement
  • Administration and invoicing
  • Communication with you
  • Complying with legal obligations

This includes, among others:

  • Name and address details
  • Date of birth
  • Contact details
  • Medical data relevant to treatment
  • Insurance details

Purpose of processing

Your data is processed exclusively for the provision of physiotherapy care and related administrative purposes.

Retention period

Medical records are kept for a minimum of 20 years in accordance with the statutory retention period.

Sharing of data

Your data will not be shared with third parties without your consent, unless this is necessary for the execution of the treatment or is legally required.

Your rights

You have the right to:

  • Access to your records
  • Correction of data
  • Restriction of processing
  • Transfer of data
  • Deletion (to the extent permitted by law)

Requests can be submitted via info@ij-fysio.nl.

Payment terms

Reimbursement and payment

IJFysio has contracts with all health insurers in the Netherlands. If you are insured for physiotherapy and fall within your reimbursement conditions, we will submit claims directly to your health insurer.

Please note:

  • The number of reimbursed treatments depends on your policy and supplementary insurance.
  • Specific legal rules apply for chronic indications.
  • Any costs outside your insured package will be charged to you.

If a treatment is not (fully) reimbursed, you will receive an invoice. Payment must be made within 30 days of the invoice date.

In the event of non-payment, we reserve the right to charge statutory interest and collection costs in accordance with applicable laws and regulations.

Insurance

IJFysio has agreements with all health insurers in the Netherlands. This allows us to, where applicable, submit claims directly to your health insurer.

We advise you to check your policy conditions in advance to gain insight into your reimbursements and any personal contributions.

Appointments and cancellation

At IJFysio, we work by appointment and reserve time specifically for you. Cancelling or rescheduling an appointment is of course no problem, as long as it is done in a timely manner.

We ask you to notify us of any changes at least 24 hours in advance. This way, we can offer the reserved time to someone else.

In the event of cancellation within 24 hours before the appointment or failure to attend without notice, we reserve the right to charge for the reserved time. These costs are not reimbursed by the health insurer.

In the event of force majeure, we will always look for a reasonable solution.

Not satisfied? First discuss your complaint with your therapist. IJFysio has a complaints regulation in accordance with the Wkkgz and is affiliated with a recognized disputes committee.

Your personal data is processed in accordance with the GDPR. More information can be found in our privacy statement.