1. General Provisions

Lootus Õnnele Centre (hereinafter – the Centre) provides various services and is obliged to ensure the right of clients and patients to submit proposals, comments and complaints related to the provision of services. This procedure for submitting and handling proposals and complaints has been established in order to ensure proper, impartial and confidential handling of all submissions.

This procedure applies to all services provided by the Centre, regardless of the type of service or the source of funding, including services funded by the Health Insurance Fund (Tervisekassa), the Estonian Unemployment Insurance Fund (Eesti Töötukassa), the Social Insurance Board (Sotsiaalkindlustusamet), local authorities, other public-law or private-law entities, as well as to paid services.

All employees and cooperation partners of the Centre involved in the handling of proposals and complaints are required to comply with confidentiality and personal data protection requirements in accordance with applicable legislation.

2. Submission of Proposals and Complaints

A client or patient has the right to submit proposals and complaints related to the quality of services, service organisation, the activities of the service provider or other circumstances related to the provision of services.

For the submission of written proposals and complaints, the Centre has established a designated form available on the Centre’s website, on the basis of which submissions may be made electronically or on paper.

Submissions made on paper may be sent by post to the Centre’s address or delivered to the Centre in person.

In addition to written submissions, a client or patient may also submit proposals and complaints verbally to the head of the Centre or a person authorised by them. In the case of a verbal submission, the Centre will endeavour to resolve the issue as promptly as possible.

The Centre has the right to refuse to process a verbal complaint if the submission is made in an aggressive, offensive or other manner that does not allow for a substantive and safe handling of the matter.

3. Handling of Proposals and Complaints

All properly submitted written proposals and complaints are registered and accepted for handling as soon as possible. Responsibility for handling proposals and complaints lies with the head of the Centre or a person authorised by them.

If the handling of a proposal or complaint does not fall within the competence of the Centre, the client or patient will be informed thereof and, if necessary, the submission will be forwarded to the relevant funding body, contracting authority or supervisory authority.

4. Response to Proposals and Complaints

The Centre handles proposals and complaints impartially and transparently and provides a response within a reasonable time, taking into account the content of the submission, its complexity and the circumstances necessary for its resolution.

5. Submission of a Complaint to a Funding or Supervisory Authority

If a client or patient is not satisfied with the position of the Centre or wishes to submit a complaint directly to a funding body or a supervisory authority, they have the right to contact the relevant authority in accordance with the applicable procedure.

Supervision over the provision of services is carried out, inter alia, by the Health Insurance Fund (Tervisekassa), the Estonian Unemployment Insurance Fund (Eesti Töötukassa), the Social Insurance Board (Sotsiaalkindlustusamet), the Health Board (Terviseamet), as well as local authorities.

6. Storage of Documents

Documents collected in the course of handling proposals and complaints are stored in accordance with applicable legislation and the Centre’s internal rules. Responsibility for the storage of documents and the handling process lies with the head of the Centre or a person authorised by them.

Lootus Õnnele Centre values feedback from clients and patients and uses it to improve service quality and work organisation. This procedure has been established to ensure the proper, confidential and professional handling of all submissions.

uuendatud 14.01.2026