1. Purpose and Objective 

The purpose of this procedure is to ensure a transparent, effective, reliable, and secure system for receiving and resolving complaints within Gettalent d.o.o. Complaints may be submitted by: 

• Workers (including posted and foreign migrant workers) 

• Job candidates in the selection process 

• Clients, service users, and business partners 

• Recruitment partners and suppliers 

• The local community and other interested parties 

The objective of this procedure is the timely resolution of issues, prevention of recurring irregularities, protection of workers’ rights and human dignity, and compliance with SMETA standards. 

2. Core Principles 

Gettalent d.o.o. operates in accordance with the following key principles: 

• Zero tolerance for retaliation: No one may suffer adverse consequences or penalties for submitting a complaint. 

• Anonymity: Complaints may be submitted completely anonymously. 

• Confidentiality: All data and identities are protected in accordance with GDPR regulations and are accessible only to authorised persons. 

• Independence and fairness: Complaints are handled objectively, impartially, and without conflicts of interest. 

• Accessibility and no cost: The system is free of charge and available to all stakeholders in a language they understand. 

3. Scope of Complaints 

Complaints may relate to any of the following: 

• Violations of labour rights 

• Inadequate working conditions 

• Discrimination or harassment in the workplace 

• Unethical behaviour by partners or employees 

• Occupational health and safety issues 

• Retention of personal documents 

• Violations of business ethics (conflicts of interest, corruption) 

4. Complaint Submission Channels 

All stakeholders, including domestic and foreign workers and candidates, may submit complaints via the official email address: 

Email: info@get-talent.hr

Complaints may be submitted in any language. Anonymous submissions are accepted. No personal details are required unless the complainant chooses to provide them. 

5. Complaint Resolution Process 

The resolution process takes place in the following phases: 

• Receipt and registration: The complaint is entered into the central complaints register and assigned a unique reference number. Confirmation of receipt is sent to the complainant within 48 hours (if the complainant is known). 

• Severity assessment: Cases are classified into three levels (see table below). Assessment is completed within 5 working days. 

• Investigation and resolution: Interviews are conducted with the parties involved, evidence is gathered, and a decision on the validity of the complaint is reached. 

• Corrective measures: Where irregularities are identified, measures are defined and implemented to address them and prevent recurrence. 

• Case closure: The complainant receives written feedback on the outcome and actions taken. The case is closed upon confirmation of receipt of this information. 

Severity classification: 

Level 1 

Administrative misunderstandings 

Miscommunication, scheduling errors, minor process issues 

Level 2 

Procedural violations and poor communication 

Breach of internal procedures, inadequate communication, unresolved complaints 

Level 3 

Serious rights violations 

Discrimination, coercion, safety threats, document retention, forced labour indicators 

6. Record-Keeping and Archiving 

All complaints, investigation documentation, and corrective action reports are stored in a secure archive for a minimum of 5 years. Access to the archive is restricted to authorised personnel only. Statistical data is used for internal analysis and SMETA audits. 

7. Non-Retaliation Guarantee 

Gettalent d.o.o. guarantees that no worker, candidate, client, partner, or any other party will face any form of retaliation, discrimination, or disadvantage as a result of submitting a complaint in good faith. Any attempt at retaliation will itself be treated as a serious violation and handled accordingly. 

8. Contact 

All complaints and enquiries regarding this procedure should be directed to: 

Gettalent d.o.o. 

Email: info@get-talent.hr

Address: Milutina Barača 62, Rijeka, Croatia 

Website: get-talent.hr