{"id":3183,"date":"2026-06-22T12:23:43","date_gmt":"2026-06-22T10:23:43","guid":{"rendered":"https:\/\/indocare.borgmeier.media\/?page_id=3183"},"modified":"2026-06-25T14:26:33","modified_gmt":"2026-06-25T12:26:33","slug":"complaints-procedure-and-feedback","status":"publish","type":"page","link":"https:\/\/indocare.borgmeier.media\/en\/fair-recruitment\/complaints-procedure-and-feedback\/","title":{"rendered":"Complaints Procedure and Feedback"},"content":{"rendered":"<div>\n<h1>Complaints Procedure and Feedback<\/h1>\n<p>A structured point of contact for feedback and complaints<\/p>\n<div>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.<\/div>\n<p><a href=\"#kontaktformular\"><\/a><\/p>\n<\/div>\n<div>\n<h3>When a complaint can be lodged<\/h3>\n<div>The complaints procedure is open to all parties involved throughout the entire service chain, in particular:<\/div>\n<\/div>\n<ul>\n<li>\n<p>        <img decoding=\"async\" src=\"\/wp-content\/uploads\/2026\/03\/Indocare_haken.png\" alt=\"\"><\/p>\n<div>international skilled workers and trainees\n<\/div>\n<\/li>\n<li>\n<p>        <img decoding=\"async\" src=\"\/wp-content\/uploads\/2026\/03\/Indocare_haken.png\" alt=\"\"><\/p>\n<div>co-operating and partner organisations<\/div>\n<\/li>\n<li>\n<p>        <img decoding=\"async\" src=\"\/wp-content\/uploads\/2026\/03\/Indocare_haken.png\" alt=\"\"><\/p>\n<div>other bodies involved in the placement process<\/div>\n<\/li>\n<\/ul>\n<div>Complaints may relate to any aspect of the collaboration, such as communication, procedures, contract terms or integration processes. <\/div>\n<div>\n<h2>Submitting complaints<\/h2>\n<\/div>\n<div>\n<p>Comments and complaints can be submitted easily.<br \/>\nContact details:\n<\/p>\n<p><a href=\"mailto:complaint@indocare.de\">complaint@indocare.de<\/a><\/p>\n<p>Every report is treated confidentially and assigned to a designated contact person.<\/p>\n<\/div>\n<div>\n<h2>Complaints procedure<\/h2>\n<div>The handling process follows a clearly structured procedure:<\/div>\n<\/div>\n<ul>\n<li>\n<h3>1.\tReceipt and documentation<\/h3>\n<div>Every complaint is recorded and documented internally. Receipt is confirmed.<\/div>\n<\/li>\n<li>\n<h3>2.\tExamination of the facts<\/h3>\n<div>The relevant department examines the content objectively and independently. If necessary, further information is sought.<\/div>\n<\/li>\n<li>\n<h3>3.\tProcessing and finding a solution<\/h3>\n<div>In the next step, an assessment is carried out and a solution is devised. The aim is to reach a fair and practical resolution.<\/div>\n<\/li>\n<li>\n<h3>4.\tFeedback to the parties involved<\/h3>\n<div>The outcome is communicated transparently to the parties involved.<\/div>\n<\/li>\n<li>\n<h3>5.\tClosure and documentation<\/h3>\n<div>Once the matter has been resolved, the case is closed and evaluated internally to ensure continuous process improvement. <\/div>\n<\/li>\n<\/ul>\n<div>\n<div>Processing time<\/div>\n<div>Processing generally takes place within a clearly defined timeframe of up to three weeks. This ensures that enquiries are reviewed and responded to promptly.<\/div>\n<\/div>\n<div>\n<h3>Confidentiality and neutrality<\/h3>\n<div>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.<\/div>\n<\/div>\n<div>\n<h3>Link to quality and continuous improvement<\/h3>\n<div>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. <\/div>\n<\/div>\n<p><!--more--><br \/>\n<!-- {\"type\":\"layout\",\"children\":[{\"type\":\"section\",\"props\":{\"animation\":\"slide-bottom-medium\",\"class\":\"hero\",\"css\":\".el-section {\\n    border-bottom: 20px solid #F5B38F;\\n    border-bottom-color: #F5B38F;\\n}\",\"height_viewport_offset\":true,\"image\":\"wp-content\/uploads\/2026\/06\/AdobeStock_364240301-scaled.jpg\",\"image_position\":\"center-center\",\"image_size\":\"cover\",\"style\":\"default\",\"title_breakpoint\":\"xl\",\"title_position\":\"top-left\",\"title_rotation\":\"left\",\"vertical_align\":\"\",\"width\":\"default\"},\"children\":[{\"type\":\"row\",\"children\":[{\"type\":\"column\",\"props\":{\"image_position\":\"center-center\",\"position_sticky_breakpoint\":\"m\",\"vertical_align\":\"middle\"},\"children\":[{\"type\":\"panel\",\"props\":{\"class\":\"uk-width-2-3@m\",\"content\":\"A transparent recruitment and placement system thrives on openness. 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The aim is to address feedback at an early stage, handle conflicts in a transparent manner, and facilitate sustainable solutions.\",\"content_column_breakpoint\":\"m\",\"height_expand\":false,\"image_align\":\"top\",\"image_grid_breakpoint\":\"m\",\"image_grid_width\":\"1-2\",\"image_svg_color\":\"emphasis\",\"link\":\"#kontaktformular\",\"link_style\":\"primary\",\"link_text\":\"\",\"margin_bottom\":\"remove\",\"margin_top\":\"default\",\"meta\":\"A structured point of contact for feedback and complaints\",\"meta_align\":\"below-title\",\"meta_element\":\"div\",\"meta_style\":\"text-lead\",\"panel_padding\":\"large\",\"panel_style\":\"card-secondary\",\"position_z_index\":\"0\",\"title\":\"Complaints Procedure and 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chain, in particular:\",\"content_column_breakpoint\":\"m\",\"image_align\":\"top\",\"image_grid_breakpoint\":\"m\",\"image_grid_width\":\"1-2\",\"image_svg_color\":\"emphasis\",\"link_style\":\"default\",\"link_text\":\"Read more\",\"margin_bottom\":\"default\",\"margin_top\":\"default\",\"meta_align\":\"below-title\",\"meta_element\":\"div\",\"meta_style\":\"text-meta\",\"text_align\":\"left\",\"title\":\"When a complaint can be lodged\",\"title_align\":\"top\",\"title_element\":\"h3\",\"title_grid_breakpoint\":\"m\",\"title_grid_width\":\"1-2\",\"title_hover_style\":\"reset\"}}]}]},{\"type\":\"row\",\"children\":[{\"type\":\"column\",\"props\":{\"image_position\":\"center-center\",\"position_sticky_breakpoint\":\"m\",\"vertical_align\":\"middle\"},\"children\":[{\"type\":\"list\",\"props\":{\"column_breakpoint\":\"m\",\"image_align\":\"left\",\"image_height\":70,\"image_svg_color\":\"emphasis\",\"image_vertical_align\":true,\"list_element\":\"ul\",\"list_horizontal_separator\":\", \",\"list_type\":\"vertical\",\"margin_top\":\"medium\",\"show_image\":true,\"show_link\":true},\"children\":[{\"type\":\"list_item\",\"props\":{\"content\":\"international skilled workers and trainees\\n\",\"image\":\"wp-content\/uploads\/2026\/03\/Indocare_haken.png\"}},{\"type\":\"list_item\",\"props\":{\"content\":\"co-operating and partner organisations\",\"image\":\"wp-content\/uploads\/2026\/03\/Indocare_haken.png\"}},{\"type\":\"list_item\",\"props\":{\"content\":\"other bodies involved in the placement process\",\"image\":\"wp-content\/uploads\/2026\/03\/Indocare_haken.png\"}}]}]}],\"props\":{\"column_gap\":\"small\",\"width\":\"default\"}},{\"type\":\"row\",\"children\":[{\"type\":\"column\",\"props\":{\"image_position\":\"center-center\",\"position_sticky_breakpoint\":\"m\"},\"children\":[{\"type\":\"text\",\"props\":{\"column_breakpoint\":\"m\",\"content\":\"Complaints may relate to any aspect of the collaboration, such as communication, procedures, contract terms or integration processes. \",\"margin_bottom\":\"default\",\"margin_top\":\"default\",\"text_align\":\"left\"}}]}]}],\"name\":\"Abschnitt 3\"},{\"type\":\"section\",\"props\":{\"animation\":\"slide-bottom-medium\",\"class\":\"relative\",\"image_position\":\"center-center\",\"padding_bottom\":\"large\",\"padding_top\":\"large\",\"preserve_color\":true,\"style\":\"secondary\",\"title_breakpoint\":\"xl\",\"title_position\":\"top-left\",\"title_rotation\":\"left\",\"vertical_align\":\"\",\"width\":\"\"},\"children\":[{\"type\":\"row\",\"children\":[{\"type\":\"column\",\"props\":{\"image_position\":\"center-center\",\"position_sticky_breakpoint\":\"m\"},\"children\":[{\"type\":\"panel\",\"props\":{\"animation\":\"slide-bottom-medium\",\"block_align\":\"center\",\"content_column_breakpoint\":\"m\",\"image_align\":\"top\",\"image_grid_breakpoint\":\"m\",\"image_grid_width\":\"1-2\",\"image_svg_color\":\"emphasis\",\"link_style\":\"default\",\"link_text\":\"Read 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href=\\\"mailto:complaint@indocare.de\\\">complaint@indocare.de<\/a>\\n\n\n<p>Every report is treated confidentially and assigned to a designated contact person.<\/p>\n\n\",\"margin_bottom\":\"default\",\"margin_top\":\"default\",\"text_align\":\"center\"}}]}],\"props\":{\"column_gap\":\"collapse\",\"margin_bottom\":\"remove\",\"margin_top\":\"remove\",\"row_gap\":\"collapse\",\"width\":\"large\"}}],\"name\":\"Abschnitt 2\"},{\"type\":\"section\",\"props\":{\"animation\":\"slide-bottom-medium\",\"image_position\":\"center-center\",\"padding_bottom\":\"large\",\"padding_top\":\"large\",\"style\":\"muted\",\"title_breakpoint\":\"xl\",\"title_position\":\"top-left\",\"title_rotation\":\"left\",\"vertical_align\":\"\",\"width\":\"default\"},\"children\":[{\"type\":\"row\",\"children\":[{\"type\":\"column\",\"props\":{\"image_position\":\"center-center\",\"position_sticky_breakpoint\":\"m\"},\"children\":[{\"type\":\"panel\",\"props\":{\"content\":\"The handling process follows a clearly structured procedure:\",\"content_column_breakpoint\":\"m\",\"image_align\":\"top\",\"image_grid_breakpoint\":\"m\",\"image_grid_width\":\"1-2\",\"image_svg_color\":\"emphasis\",\"link_style\":\"default\",\"link_text\":\"Read more\",\"margin_bottom\":\"default\",\"margin_top\":\"default\",\"meta_align\":\"below-title\",\"meta_element\":\"div\",\"meta_style\":\"text-meta\",\"title\":\"Complaints 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Receipt is confirmed.\",\"image\":\"\",\"title\":\"1.\\tReceipt and documentation\"}},{\"type\":\"accordion_item\",\"props\":{\"content\":\"The relevant department examines the content objectively and independently. If necessary, further information is sought.\",\"title\":\"2.\\tExamination of the facts\"}},{\"type\":\"accordion_item\",\"props\":{\"content\":\"In the next step, an assessment is carried out and a solution is devised. The aim is to reach a fair and practical resolution.\",\"title\":\"3.\\tProcessing and finding a solution\"}},{\"type\":\"accordion_item\",\"props\":{\"content\":\"The outcome is communicated transparently to the parties involved.\",\"title\":\"4.\\tFeedback to the parties involved\"}},{\"type\":\"accordion_item\",\"props\":{\"content\":\"Once the matter has been resolved, the case is closed and evaluated internally to ensure continuous process improvement. \",\"title\":\"5.\\tClosure and documentation\"}}]}]}]}],\"name\":\"Abschnitt 7 (Accordeon)\"},{\"type\":\"section\",\"props\":{\"animation\":\"slide-bottom-medium\",\"image\":\"wp-content\/uploads\/2026\/06\/pexels-gabby-k-9429486_Monstera_Production_auf_Pexels-scaled.jpg\",\"image_position\":\"center-center\",\"image_size\":\"cover\",\"image_width\":\"2560\",\"media_overlay\":\"rgba(199, 236, 210, 0.51)\",\"padding_bottom\":\"large\",\"padding_top\":\"large\",\"style\":\"default\",\"text_color\":\"light\",\"title_breakpoint\":\"xl\",\"title_position\":\"top-left\",\"title_rotation\":\"left\",\"vertical_align\":\"\",\"width\":\"default\"},\"children\":[{\"type\":\"row\",\"children\":[{\"type\":\"column\",\"props\":{\"image_position\":\"center-center\",\"position_sticky_breakpoint\":\"m\",\"width_medium\":\"1-2\"}},{\"type\":\"column\",\"props\":{\"image_position\":\"center-center\",\"position_sticky_breakpoint\":\"m\",\"width_medium\":\"1-2\"},\"children\":[{\"type\":\"panel\",\"props\":{\"block_align\":\"right\",\"block_align_breakpoint\":\"m\",\"block_align_fallback\":\"center\",\"class\":\"schrift-schwarz\",\"content\":\"Processing generally takes place within a clearly defined timeframe of up to three weeks. This ensures that enquiries are reviewed and responded to promptly.\",\"content_column_breakpoint\":\"m\",\"image_align\":\"top\",\"image_grid_breakpoint\":\"m\",\"image_grid_width\":\"1-2\",\"image_svg_color\":\"emphasis\",\"link_style\":\"default\",\"link_text\":\"Read more\",\"margin_bottom\":\"default\",\"margin_top\":\"default\",\"maxwidth\":\"xlarge\",\"meta_align\":\"below-title\",\"meta_element\":\"div\",\"meta_style\":\"text-meta\",\"panel_padding\":\"default\",\"panel_style\":\"card-overlay\",\"title\":\"Processing time\",\"title_align\":\"top\",\"title_element\":\"div\",\"title_grid_breakpoint\":\"m\",\"title_grid_width\":\"1-2\",\"title_hover_style\":\"reset\",\"title_style\":\"h1\"}}]}],\"props\":{\"layout\":\"1-2,1-2\",\"margin_bottom\":\"default\",\"margin_top\":\"default\"}}],\"name\":\"Abschnitt 5\"},{\"name\":\"Abschnitt 10\",\"type\":\"section\",\"props\":{\"animation\":\"slide-bottom-medium\",\"image_effect\":\"parallax\",\"image_parallax_easing\":\"1\",\"image_position\":\"bottom-left\",\"padding_bottom\":\"large\",\"padding_remove_horizontal\":false,\"padding_top\":\"large\",\"style\":\"default\",\"title_breakpoint\":\"xl\",\"title_position\":\"top-left\",\"title_rotation\":\"left\",\"vertical_align\":\"\",\"width\":\"default\"},\"children\":[{\"type\":\"row\",\"children\":[{\"type\":\"column\",\"props\":{\"image_position\":\"center-center\",\"position_sticky_breakpoint\":\"m\",\"width_medium\":\"1-2\"},\"children\":[{\"type\":\"panel\",\"props\":{\"class\":\"btn-align-right\",\"content\":\"All reports received are treated confidentially. 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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 [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":3043,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"footnotes":""},"class_list":["post-3183","page","type-page","status-publish","hentry"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.9 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Complaints procedure: Fair and transparent handling at Indocare<\/title>\n<meta name=\"description\" content=\"Indocare offers a structured complaints procedure. 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