VRS encourages individuals to raise concerns informally wherever appropriate before submitting a formal complaint.

Many concerns arise from misunderstandings, incomplete information, communication issues, differing expectations, administrative errors, or operational matters that can often be resolved quickly through open discussion, clarification, additional information, or practical adjustments without the need for a formal investigation.

Where appropriate, VRS may seek to resolve concerns through direct communication with the relevant parties, clarification of expectations, review of the relevant circumstances, operational adjustments, additional support, process improvements, or other practical solutions designed to address the concern in a timely and constructive manner.

Choosing to pursue an informal resolution does not prevent an individual from subsequently submitting a formal complaint if the matter remains unresolved or if the individual believes that a formal review is appropriate.

VRS reserves the right to determine whether a matter can reasonably be addressed through informal resolution or whether the circumstances warrant commencement of the formal complaints process. Matters involving serious allegations, unlawful conduct, significant contractual issues, discrimination, harassment, privacy incidents, confidentiality breaches, fraud, unethical behaviour, or other matters involving significant legal, commercial, or reputational risk may proceed directly to formal investigation where VRS considers this to be appropriate.

Where a concern cannot be resolved through informal discussion, or where the nature or seriousness of the matter makes informal resolution inappropriate, individuals may submit a formal complaint to VRS for review.

Formal complaints should be submitted in writing to the designated complaints contact published on the VRS website or within the applicable customer documentation. Written complaints assist VRS in understanding the issues raised, maintaining an accurate record of communications, conducting an objective review, and ensuring that all relevant information is considered throughout the investigation process.

Complaints may be submitted by customers, prospective customers, candidates, independent contractors, suppliers, consultants, business partners, website users, or any other individual or organisation with a legitimate concern relating to the activities or services of VRS.

Where a complaint is received through an alternative communication channel, including telephone conversations, video meetings, messaging platforms, or social media, VRS may request that the complaint be confirmed in writing before commencing a formal investigation.

The submission of a formal complaint does not automatically indicate that VRS accepts the allegations or conclusions presented. Rather, it commences a structured review process through which the complaint will be assessed fairly, objectively, and in accordance with this Procedure.

To assist VRS in conducting an efficient and comprehensive review, complainants should provide sufficient information to enable the matter to be properly understood and investigated.

Where reasonably available, a complaint should include the complainant's name, organisation (if applicable), preferred contact details, the nature of the complaint, the services or activities involved, relevant dates, individuals involved, supporting documentation, copies of relevant communications, and a clear description of the outcome sought.

Providing comprehensive information at the outset assists VRS in reducing delays, minimising the need for repeated requests for clarification, and ensuring that the complaint can be assessed as efficiently as possible.

Where insufficient information is provided, VRS may request additional information or supporting documentation before progressing the investigation. If the requested information is not provided within a reasonable period, VRS may suspend or close the complaint until sufficient information becomes available.

VRS recognises that complainants may not always have access to every relevant document or piece of information. Accordingly, complaints will not be rejected solely because every supporting document cannot be provided, provided sufficient information exists to enable meaningful consideration of the matter.

VRS aims to acknowledge receipt of formal complaints promptly and, where reasonably practicable, within five (5) Business Days of receipt.

The acknowledgement will generally confirm that the complaint has been received, outline the next stages of the review process, identify any additional information that may be required, and provide an indicative timeframe for the investigation where possible.

Acknowledgement of a complaint does not constitute acceptance of the allegations made or confirmation that the complaint has merit. It simply confirms that the complaint has entered the formal review process.

Where a complaint is particularly urgent, involves significant business disruption, potential legal issues, data security concerns, alleged discrimination, serious misconduct, or other matters requiring immediate attention, VRS may prioritise the matter and take appropriate interim action while the investigation remains ongoing.

Where appropriate, VRS may also nominate a primary contact responsible for communicating with the complainant throughout the investigation process to assist with consistency and efficient communication.

Following acknowledgement, VRS will undertake a fair, proportionate, and objective assessment of the complaint.

The nature and extent of the investigation will depend upon the complexity, seriousness, and circumstances of the matter. Investigations may include reviewing contractual documentation, Statements of Work, service records, correspondence, emails, meeting notes, internal records, operational documentation, policies, procedures, system logs, invoices, customer instructions, and any other information considered relevant to the issues raised.

Where appropriate, VRS may seek clarification from the complainant, request additional supporting information, consult individuals directly involved in the matter, obtain factual information from relevant parties, review operational processes, or undertake any other reasonable enquiries considered necessary to establish an accurate understanding of the circumstances.

Investigations will be conducted impartially and in accordance with the principles of procedural fairness. VRS will seek to consider all relevant information available before determining an appropriate outcome and will avoid making conclusions based solely upon incomplete or unverified information.

While every effort will be made to investigate complaints efficiently, complex matters involving multiple parties, extensive documentation, technical issues, cross-border activities, or legal considerations may require additional time to investigate thoroughly.

Where a complainant believes that a complaint has not been resolved satisfactorily, they may request that the matter be escalated for further internal review.

An escalation request should normally be submitted in writing within a reasonable period after receiving VRS's initial response and should clearly explain why the complainant believes further review is appropriate, including any new information, additional evidence, or concerns regarding the investigation process or outcome.

Where appropriate, an escalated complaint may be reviewed by a more senior representative of VRS or another individual who was not primarily responsible for the original investigation, provided such an arrangement is reasonably practicable.

The purpose of the internal review is not necessarily to repeat every aspect of the original investigation, but rather to consider whether the complaint was handled fairly, whether relevant information was appropriately considered, whether reasonable procedures were followed, and whether the outcome remains appropriate based upon all available information.

Following completion of the internal review, VRS will communicate its final internal decision to the complainant. Unless otherwise required by law or contract, the internal review process represents the final stage of VRS's internal complaints process.

Nothing in this Procedure prevents an individual from exercising any rights available to them under applicable law or from referring a matter to an appropriate regulatory authority, government agency, professional body, tribunal, court, privacy regulator, consumer protection authority, or other competent organisation where they believe it is appropriate to do so.

Where a complaint concerns privacy, data protection, discrimination, human rights, consumer protection, or other matters subject to specific legislative frameworks, complainants may have rights under applicable laws that exist independently of this Procedure.

Where legal proceedings, regulatory investigations, or formal dispute resolution processes are commenced, VRS reserves the right to suspend, modify, or conclude its internal complaints process where it considers doing so to be appropriate, lawful, or necessary to avoid prejudice to those proceedings.

Nothing contained within this Procedure constitutes legal advice, creates additional legal rights beyond those provided by law or contract, or limits any legal rights, remedies, or obligations available to either party.

VRS views complaints as an important source of organisational learning and continuous improvement.

Information obtained through the complaints process may be analysed, where appropriate, to identify recurring issues, operational trends, communication challenges, policy gaps, training requirements, customer experience improvements, process enhancements, quality assurance opportunities, or other areas where improvements may strengthen the services provided by VRS.

Without identifying individual complainants unless necessary or permitted by law, VRS may use complaint data to improve internal governance, enhance operational procedures, strengthen quality assurance activities, update policies, improve customer communications, refine onboarding processes, develop additional training resources, improve risk management practices, and support broader organisational improvement initiatives.

VRS may also periodically review complaint volumes, complaint categories, response times, investigation outcomes, and corrective actions to assist leadership in monitoring organisational performance and identifying opportunities for continual improvement across the business.

The objective of this approach is not merely to resolve individual complaints, but to strengthen the quality, consistency, transparency, and professionalism of VRS's overall service delivery model.

This Complaints & Dispute Resolution Procedure may be reviewed, updated, amended, or replaced periodically to reflect changes in legislation, regulatory requirements, business operations, customer feedback, industry standards, governance practices, technology, or organisational development.

The most current version of this Procedure will be published within the VRS Legal Centre and will become effective from the date specified in the published version unless otherwise stated.

Questions regarding this Procedure, requests for clarification, or formal complaints may be directed to:

Virtual Recruitment Solutions

Complaints Email: [Insert complaints email address]

Virtual Recruitment Solutions:

• Email: legal@virtualrecruitment.solutions

• Website: virtualrecruitment.solutions

VRS remains committed to resolving complaints professionally, fairly, transparently, and respectfully. By approaching complaints as opportunities for learning and continuous improvement, we aim to strengthen customer relationships, improve service quality, reinforce accountability, and uphold the high professional standards that underpin every aspect of our business.