Candidate Grievance Redressal Policy

This Candidate Grievance Redressal Policy provides a channel for candidates to raise concerns relating to their interaction with 24atwork.com and the recruitment-facilitation process. It explains the matters 24atwork.com can review and the matters that primarily fall within the responsibility of a third-party employer.

A person who has registered with 24atwork.com, applied for a vacancy, participated in a recruitment process facilitated by 24atwork.com, or otherwise interacted with 24atwork.com in connection with employment opportunities may raise a grievance under this Policy.

Candidates may contact 24atwork.com regarding matters such as:

• Problems with registration, applications or candidate profiles.
• Concerns about communications or conduct of 24atwork.com personnel.
• Incorrect or misleading information appearing on a 24atwork.com vacancy listing where the matter is within our control.
• Unauthorised use or disclosure of candidate information.
• Suspected recruitment fraud or impersonation involving 24atwork.com.
• Unfair treatment or inappropriate conduct occurring during a recruitment activity conducted by 24atwork.com.
• Concerns regarding a service, process or communication provided directly by 24atwork.com.

After a candidate is employed by a third-party organisation, employment matters such as salary payment, working hours, leave, workplace conditions, performance management, transfer, promotion, disciplinary action, resignation, termination and other employment conditions are generally matters between the candidate and that employer.

Candidates should normally raise such matters with the employer’s HR or designated grievance mechanism. 24atwork.com may, where appropriate and where information is available, facilitate communication or forward a concern, but does not assume responsibility for the employer’s employment decisions.

Submission of a grievance does not mean that 24atwork.com will be able to change a third-party employer’s decision or provide a particular remedy. The outcome will depend on the nature of the complaint, available evidence, contractual relationships and applicable law.

A grievance may be submitted by email to hiring@24atwork.com. Where possible, the candidate should provide their name and contact details, vacancy or employer details, relevant dates, a clear description of the issue, names of relevant persons, supporting documents or screenshots and the resolution sought.

Anonymous complaints may be considered where sufficient information is available to assess the concern. However, anonymity may limit the Company’s ability to investigate, seek clarification or provide an individual response.

24atwork.com will endeavour to acknowledge grievances received through the designated channel where contact information is available. The Company may conduct a preliminary review and determine whether the matter falls within its role, requires referral to another mechanism, or requires further information.

Where appropriate, 24atwork.com may review relevant records, communications and information and may contact persons involved for clarification. The process will be proportionate to the nature of the grievance. Where the matter concerns a third-party employer and 24atwork.com has no authority to determine the issue, the candidate may be directed to the employer’s relevant process.

Information relating to a grievance will be handled with reasonable confidentiality and shared only where necessary for review, resolution, legal compliance or protection of legitimate interests, subject to applicable law. Candidates should avoid submitting unnecessary sensitive personal information.

24atwork.com does not support retaliation against a candidate for raising a genuine concern in good faith or cooperating with a legitimate review. Concerns about retaliation by a third-party employer should ordinarily be raised through the employer’s applicable grievance mechanism and, where relevant, the appropriate statutory authority.

Complaints that fall under a specific statutory mechanism, including complaints covered by applicable workplace sexual-harassment legislation, will be handled or directed to the appropriate statutory or organisational mechanism as required by law. This general grievance process does not replace any statutory complaint or redressal process.

A complaint that is not substantiated will not automatically be treated as a false complaint. However, knowingly submitting fabricated evidence, deliberately making false statements or using the grievance mechanism maliciously may be dealt with in accordance with applicable law and Company procedures.

Where a grievance concerns a third-party employer, 24atwork.com may, depending on the circumstances and available authority, notify or communicate the concern to that employer or advise the candidate to use the employer’s internal grievance process. 24atwork.com does not adjudicate the employer’s employment relationship unless expressly authorised or legally required to do so.

If a candidate is dissatisfied with the handling of a grievance by 24atwork.com, the candidate may request an internal review by writing to hiring@24atwork.com with the relevant reference and reasons for requesting review. This internal process does not prevent a candidate from exercising any legal or statutory remedy available under applicable law.

24atwork.com may maintain reasonable records of grievances and actions taken for administration, quality control, compliance and legal purposes, subject to applicable privacy and retention requirements.

This Policy may be updated from time to time to reflect operational, legal or regulatory changes. The latest version published or communicated by 24atwork.com will apply to matters handled under this Policy, subject to applicable law.

Nothing in this Policy limits any statutory right, legal remedy or mandatory process applicable to a candidate, employee or third-party employer. Where mandatory law requires a particular process, that legal requirement will prevail.