Policy Owner: Director
Approved By: Director
Effective Date: 2 July 2026
Review Frequency: Every 12 months
Next Review Date: 2 July 2027
Version: 1.0

At Redian Recruitment, we are committed to providing a professional, respectful and high-quality recruitment service to both our clients and candidates.

We recognise that concerns or complaints may occasionally arise and are committed to resolving them fairly, promptly and confidentially. We view feedback as an opportunity to continually improve our service.

This policy applies to all directors, employees, contractors and representatives of Redian Recruitment and covers complaints relating to our recruitment services, business operations and interactions with clients, candidates and members of the public.

When a complaint is received, we will:

• Listen respectfully and without judgement. 
• Treat all parties fairly and impartially. 
• Maintain confidentiality in accordance with applicable privacy legislation. 
• Investigate the matter thoroughly. 
• Keep all parties informed throughout the process. 
• Work towards a timely and practical resolution. 
• Use feedback to improve our services. 

Complaints may be made by:

• Candidates 
• Clients 
• Referees 
• Website users 
• Members of the public 
• Any individual or organisation that has interacted with Redian Recruitment 

Examples include:

• Recruitment processes 
• Communication standards 
• Conduct of our consultants 
• Candidate introductions 
• Client interactions 
• Privacy concerns 
• Discrimination or unfair treatment 
• Website issues 
• Any other matter relating to our services 
• 
  

Complaints may be submitted by:

• Email: rebekah@redianrecruitment.com.au 
• Phone: 0490 778 995 

To assist us in resolving your complaint efficiently, please include where possible:

• Your name 
• Contact details 
• A description of the issue 
• Relevant dates 
• Supporting documentation, if applicable 
• The outcome you are seeking 

If a complaint concerns the person who receives it, or if an actual or perceived conflict of interest arises, the complaint will, where reasonably practicable, be referred to another Director or a suitably independent person for assessment and review.

We will consider anonymous complaints where sufficient information has been provided to allow us to investigate the matter. However, our ability to fully investigate or provide an outcome may be limited where we are unable to contact the complainant.

We aim to acknowledge receipt of your complaint within two (2) business days.

We will review the complaint and determine:

• The nature of the issue. 
• Whether further information is required. 
• Who should investigate the matter. 

Where appropriate, we may contact you for additional information.

We will:

• Gather relevant information. 
• Speak with the appropriate parties. 
• Review any supporting documentation. 
• Assess the matter fairly and objectively. 

We aim to provide a response within ten (10) business days wherever reasonably possible.

Depending on the circumstances, outcomes may include:

• An explanation 
• An apology 
• Corrective action 
• Process improvements 
• Additional training 
• Any other reasonable resolution 

If additional time is required, we will keep you informed of the progress.

If you are dissatisfied with the outcome of your complaint, you may request that the matter be reviewed.

A request for review should be made in writing within 14 days of receiving our response and should outline the reasons you believe the matter has not been satisfactorily resolved, together with any additional information you wish us to consider.

Where appropriate, the complaint will be reviewed by a Director or another person who was not directly involved in the original investigation to ensure an independent and impartial reassessment.

Following the review, we will provide you with our final decision in writing, including the reasons for our decision and any further action, if applicable.

If you remain dissatisfied after our internal review process has been completed, you may seek independent advice or contact an appropriate external body where that body has jurisdiction to consider the complaint. Depending on the nature of the complaint, this may include the Office of the Australian Information Commissioner (OAIC) for privacy-related complaints, where it has jurisdiction, or another relevant government or regulatory authority.

All complaints will be handled confidentially and information will only be disclosed to those who need it to investigate or resolve the complaint, or where disclosure is required or authorised by law.

Personal information provided during the complaints process will be managed in accordance with the Redian Recruitment Privacy Policy and applicable Australian privacy legislation.

Redian Recruitment maintains a register of complaints received. Records are retained securely in accordance with our Privacy Policy and applicable legal requirements.

Complaint records are used to monitor trends, identify opportunities for improvement and demonstrate compliance with our internal procedures.

Complaints and feedback help us improve our business.

Where appropriate, we review our:

• Recruitment processes 
• Communication practices 
• Client service standards 
• Candidate experience 
• Internal procedures 

to identify opportunities for ongoing improvement.

We are committed to treating everyone with respect and expect the same in return.

Abusive, threatening, discriminatory or aggressive behaviour towards our employees or representatives will not be tolerated and may result in communication being limited or discontinued where appropriate. This does not affect a person’s right to make a genuine complaint or have their concerns considered fairly.

Redian Recruitment Pty Ltd
ABN: 17 697 326 088

Email: info@redianrecruitment.com.au
Phone: 0490 778 995
Website: www.redianrecruitment.com.au

At Redian Recruitment, we believe every concern deserves to be heard and every complaint deserves to be handled fairly, respectfully and promptly.

We are committed to resolving complaints fairly, learning from feedback and continually improving the experience we provide to our clients, candidates and the wider community.

Unique in our approach. Personal in our service. Ready when it matters most.