Purpose

This manual sets out the policies and procedures that guide our agency’s recruitment activities. It ensures ethical, lawful and transparent treatment of job seekers, placed workers, clients and partners.

Scope: These policies apply to all staff, contractors, partners and employers who engage with the agency.

Contents

1. Access to Grievance Mechanisms and Remedy Policy
2. Applicable Laws Policy
3. Freedom of Movement Policy
4. No Child or Forced Labour Policy
5. Personal Data Protection Policy
6. Recruitment Fee and Related Costs Policy
7. Recruitment Transparency Policy
8. Trade Union Membership Policy
9. Appendix: Forms & Contact Information

1. Access to Grievance Mechanisms and Remedy Policy

Our agency provides accessible, confidential and effective grievance channels for all workers, candidates and clients.

• Channels:Complaints may be submitted by phone, email, written letter, or via an online complaint form.
• Acknowledgement:All complaints will be acknowledged within 48 hours.
• Investigation:The agency will investigate impartially and without retaliation. Investigations aim to be completed within 21 business days; complex cases will be communicated with the complainant and extended timelines provided.
• Remedy:Where misconduct or breach is confirmed, remedies may include restitution, contract revision, re-placement, fee refunds, disciplinary action against staff or partner employers, and referral to authorities when required.
• Recordkeeping:All grievances and outcomes will be recorded and retained securely for a minimum period consistent with applicable law.

2. Applicable Laws Policy

The agency shall comply with all relevant national and international laws and standards in recruitment and employment.

• Maintain up-to-date knowledge of labour, migration and anti-trafficking laws in sending and receiving countries.
• Comply with ILO conventions and recognized international standards where applicable.
• Where conflicts between laws exist, follow the law that provides the greater protection to the worker unless otherwise legally prohibited.

3. Freedom of Movement Policy

The agency respects and protects each worker’s right to freedom of movement at all stages.

• Passports, travel documents and identity documents will not be retained by the agency or employers, except where legally required; if retained by law, the agency will obtain documented, informed consent and provide secure custody receipts.
• Workers shall not be subjected to restrictions, confinement, or physical or psychological coercion limiting freedom of movement.
• Exit and transfer requests will be handled according to contract terms and local law, ensuring no retaliatory measures are taken against workers who lawfully seek employment termination or transfer.

4. No Child or Forced Labour Policy

We maintain a zero-tolerance stance towards child labour, forced labour and exploitation.

• Age verification:All candidates must provide proof of age. The minimum working age will meet or exceed national law and ILO standards.
• No coercion:No worker will be recruited through threats, deception, debt bondage, or confiscation of documents.
• Supplier due diligence:Employers and partners will be screened and audited for compliance. Any violation triggers immediate corrective action or contract termination.

5. Personal Data Protection Policy

The agency is committed to the responsible handling of personal data and privacy.

• Lawful basis & consent:Personal data is collected only where necessary and with informed consent for specific recruitment purposes.
• Data minimisation:Only data necessary for recruitment, vetting, placement and legal compliance will be retained.
• Storage & access:Data will be stored securely. Access is limited to authorized staff and verified partner employers as necessary.
• Rights:Candidates may request access, correction, portability or deletion of their data in line with applicable law.
• Retention:Data retention periods will be defined and adhered to, and secure deletion enforced when no longer required.

6. Recruitment Fee and Related Costs Policy

Our agency follows ethical fee practices to protect job seekers from exploitative costs.

• No fees charged to job seekers:The agency operates under a policy that job seekers should not bear recruitment fees. Where local law allows or requires limited deductions, these will be fully disclosed in writing prior to any commitment.
• Transparency:Any lawful costs (medical checks, visas, mandatory training) will be itemised and explained in writing.
• Refunds & disputes:Mechanisms exist to resolve fee disputes and provide refunds where unlawful or undisclosed fees were charged.

7. Recruitment Transparency Policy

We commit to transparent communication throughout the recruitment process.

• Provide written job information in the candidate’s language covering role, pay, hours, benefits, accommodation, and termination conditions.
• Supply a copy of the employment contract in the candidate’s language before departure.
• Prohibit misleading job adverts or verbal promises inconsistent with contractual terms.

8. Trade Union Membership Policy

The agency supports freedom of association and collective bargaining rights.

• Workers may join or not join unions or worker associations without fear of reprisal or discrimination.
• Agency contracts and partner agreements will include clauses protecting these rights and prohibiting anti-union retaliation.
• The agency will engage constructively with unions where appropriate and abide by collective agreements that apply.