Our team at Kolping Recruiting & Integration GmbH is committed to ethically responsible and transparent recruitment and sustainable integration of international specialists – always in line with the guidelines of the “Fair Recruitment Care Germany” seal of approval.

However, if there are any discrepancies or if you have any suggestions for improving our processes, we would be grateful for your constructive feedback on the further development of our standards. We view such feedback positively and as an opportunity to improve. In the interests of a structured and reliable process, we have therefore created this complaints guide for our company.

1. dealing with complaints

Complaints in terms of complaints management relate to the recruitment and hiring process, in particular to breaches of transparency, fairness or contractual commitments. Concerns relating to everyday personal life or general well-being are not prioritized in the complaints management of the seal of approval, but can be forwarded to other responsible bodies if necessary.

We take every complaint seriously and treat it confidentially. Specialists, customers and partners can contact us at any time to report discrepancies or process improvements. The report is made in writing or by e-mail while maintaining anonymity in accordance with the Whistleblower Protection Act (HinSchG).

Our aim is to examine every piece of feedback with the utmost care and to find a fair solution together with you – insofar as this is permitted by the legal framework in particular. We want to ensure that you always feel that your concerns are taken seriously and valued.

2. complaints office

If you have any complaints, you can contact the following central complaints office in confidence at any time:

• E-Mail:meldestelle.hgsg@gmail.com
• Post:Am Busdorf 7, 33098 Paderborn

Alternatively, you can get in touch directly with your contact at Kolping Recruiting & Integration GmbH or your contact in your home country (local partner).

3. complaints management process

3.1 Procedure

• Examination:
  Every complaint is immediately examined by the complaints offices to determine whether action is required.

• Finding solutions:
  In dialog with all parties involved, we develop specific measures tailored to the complaint if action is required

• Follow-up:
  We document the process and check the effectiveness of the measures taken.

3.2 Time frame

• Confirmation of receipt:
  Usually within 24 hours after receipt of the notification. Should special circumstances make longer processing necessary, the complainant will receive an interim notification with reasons

• Processing time:
  Maximum 3 weeks per complaint – for complex cases we will inform you promptly of any delays.

• Final notice:
  Written summary of the result to all those directly affected.

3.3 SThe complaint process

For legal reasons, all written documentation is in German. However, you have the option of writing your complaint in another language and submitting it to us. During discussions, we will decide together with you whether an interpreter should be called in to ensure that your concerns are fully understood and taken into account.

3.4 Complaint closure

The complainant is free to accept the results of the complaints process. If this goal is achieved, a final documentation is made and the process is closed. If the result does not satisfy the complainant, but the complaints office as the final authority sees no further options for action, the complainant will be informed of this in writing.

4. confidentiality / protection

We regard all feedback as a valuable stimulus for our further development and always see complaints as a constructive contribution to improving our processes and services.

At the request of the complainant, we treat inquiries confidentially. At the same time, we attach great importance to transparency and fairness: in order to be able to consider all perspectives, we involve affected employees in the clarification process. This is always done in a spirit of appreciation – both towards the complainant and our employees. Exceptions to this are cases in which there are legal or criminal reasons for not involving them. In such situations, processing is carried out in strict compliance with legal requirements

5. communication of the complaints guidelines

These guidelines will be published on our website in the currently valid form and will also be made available to participants in their home language.