Legal
Grievance redressal
Every candidate can raise a grievance and follow it through to a recorded resolution.
[LEGAL REVIEW REQUIRED]
This text is a structural draft only. It has not been reviewed or approved by qualified legal counsel and must not be relied on as legal advice or as a final agreement.
- Document ID
- GRIV-001
- Version
- 0.1 (draft)
- Effective date
- Not yet effective
1. What you can raise
Payment issues, document handling, counselling conduct, training quality, recruitment concerns, data privacy matters, or any other complaint about the agency's service.
2. How to raise it
Candidates with an account raise a ticket from the support centre in their dashboard. Anyone else can contact the grievance officer using the details published on the contact page.
3. What happens next
Each grievance receives a ticket ID, a category, a priority and an assigned team, and is tracked against a service-level target through to resolution and closure.
You receive the outcome in writing, and every action taken on the ticket is recorded in the audit trail.
4. Escalation
If you are not satisfied with the outcome, you may escalate within the agency and, where applicable, to the relevant external authority. Escalation routes must be confirmed by the agency's legal counsel before publication.