Human1st Complaints Policy

Human1st Complaints and Grievances Policy

Human1st ‘s Complaints and Grievances Policy reflects our commitment to building a people-friendly organization where every person can count on support and respect for their rights. We want all complaints to be resolved in a fair and constructive manner, and the lessons learned to contribute to the development and improvement of our business.

1. Purpose and scope of the policy Human1st’s Complaints Policy aims to ensure a transparent and fair process for handling complaints and grievances affecting the quality of our services and internal relationships. It applies to all employees, customers and candidates and is designed to foster positive cooperation based on trust.
2. Complaint handling policy Human1st accepts complaints about issues such as the quality of recruitment services, communication, professional ethics, working conditions and employee behavior. Each reported issue is handled with respect for privacy and confidentiality, and in doing so, we strive to reach a satisfactory solution.
3. Complaint process
   
   1. Reporting a complaint Complaints and grievances can be reported in writing, by e-mail, telephone or in person. We prefer written submissions to allow full understanding of the problem and ease of subsequent documentation.
   2. Acknowledgement ofreceipt   Upon receipt of the complaint, Human1st confirms its receipt within 3 working days and informs about the next steps, the expected processing time and the person responsible for supervising the process.
   3. Complaint analysis and processing Each complaint is analyzed by a designated team member who ensures that the process is objective and transparent. As necessary, the team may contact the complainant for additional information.
   4. Decision-making The decision will be made within 14 working days of receipt of the complaint, and in more complex cases the deadline may be extended after informing the applicant in advance.
   5. Response and Complaint Closure Once the process is complete, Human1st sends an official response to the complainant, including information about the decision and any corrective action taken. If the complainant is not satisfied, he or she may ask for reconsideration.
4. Corrective and Preventive Actions Based on the analysis of complaints, Human1st implements appropriate corrective and preventive actions to prevent similar situations in the future. These actions include changes in procedures, employee training and regular monitoring of reported issues.
5. Confidentiality and security of information All complaint information is handled confidentially and in accordance with the principles of the DPA to protect the privacy of the complainants and guarantee a safe process.
6. Monitoring and evaluation of the complaints process Human1st regularly analyzes complaints data to identify areas for improvement. Once a year, we publish a report summarizing data on the number of complaints, actions taken, and changes made, which allows us to continuously improve the quality of our services.