Complaints Procedure and Feedback

A structured point of contact for feedback and complaints

A transparent recruitment and placement system thrives on openness. That is why Indocare provides a clearly defined complaints procedure that is open to all those involved in the recruitment process. The aim is to address feedback at an early stage, handle conflicts in a transparent manner, and facilitate sustainable solutions.

When a complaint can be lodged

The complaints procedure is open to all parties involved throughout the entire service chain, in particular:

international skilled workers and trainees
co-operating and partner organisations
other bodies involved in the placement process

Complaints may relate to any aspect of the collaboration, such as communication, procedures, contract terms or integration processes.

Submitting complaints

Comments and complaints can be submitted easily.
Contact details:

complaint@indocare.de

Every report is treated confidentially and assigned to a designated contact person.

Complaints procedure

The handling process follows a clearly structured procedure:

1. Receipt and documentation

Every complaint is recorded and documented internally. Receipt is confirmed.

2. Examination of the facts

The relevant department examines the content objectively and independently. If necessary, further information is sought.

3. Processing and finding a solution

In the next step, an assessment is carried out and a solution is devised. The aim is to reach a fair and practical resolution.

4. Feedback to the parties involved

The outcome is communicated transparently to the parties involved.

5. Closure and documentation

Once the matter has been resolved, the case is closed and evaluated internally to ensure continuous process improvement.

Processing time

Processing generally takes place within a clearly defined timeframe of up to three weeks. This ensures that enquiries are reviewed and responded to promptly.

Confidentiality and neutrality

All reports received are treated confidentially. They are handled impartially and independently of the parties involved in the mediation process. Data protection regulations are strictly adhered to.

Link to quality and continuous improvement

The complaints procedure is an important part of quality assurance. Feedback is incorporated into the continuous improvement of our processes and helps to raise standards in the long term.