Complaints Policy

Last updated: 8/21/2025

Our Commitment

At KitchenRoles, we value feedback from all our users and stakeholders. We are committed to providing excellent service and resolving any complaints fairly, promptly, and constructively. This policy outlines how to make a complaint and what you can expect from us.

Scope

This policy applies to complaints about:

• Our services and platform functionality
• Content on our platform
• Customer service interactions
• Business practices and policies
• Data handling and privacy concerns
• Accessibility issues
• Any other aspect of our operations

Principles

Our complaints handling is guided by:

• Accessibility: Easy and multiple ways to complain
• Fairness: Impartial investigation and resolution
• Responsiveness: Timely acknowledgment and resolution
• Confidentiality: Privacy protection throughout the process
• Transparency: Clear communication about progress and outcomes
• Learning: Using complaints to improve our services

Types of Complaints

Service Complaints

• Platform functionality issues
• Service disruptions or outages
• Feature requests or dissatisfaction
• Technical problems
• Account access issues

Content Complaints

• Inappropriate job postings
• Misleading information
• Discriminatory content
• Copyright infringement
• Spam or fraudulent listings

Business Practice Complaints

• Billing and payment issues
• Contract disputes
• Marketing practices
• Partnership concerns
• Policy disagreements

Privacy and Data Complaints

• Data breach concerns
• Privacy violations
• Consent issues
• Data accuracy problems
• Access request delays

How to Make a Complaint

Step 1: Contact Us

Primary Methods:

Email:

• Most detailed method
• Attach supporting documents
• Creates written record

Online Form: Available at /contact

• Structured format
• Automatic tracking number
• Upload capabilities

Phone: Customer service line

• Immediate discussion
• Complex issues
• Urgent matters

Post: Physical address available on contact page

• Formal complaints
• Legal documents
• When email not suitable

Step 2: Provide Information

Please include:

• Your name and contact details
• Account information (if applicable)
• Date and time of incident
• Clear description of complaint
• What outcome you're seeking
• Any supporting evidence
• Previous reference numbers (if follow-up)

Step 3: Receive Acknowledgment

We will acknowledge your complaint:

• Email/Online: Within 24 hours
• Phone: Immediately with reference number
• Post: Within 3 business days

Your acknowledgment will include:

• Unique reference number
• Expected timeline
• Contact person assigned
• Next steps in process

Our Process

Stage 1: Initial Review (Days 1-2)

Actions:

• Log and categorize complaint
• Assign to appropriate team
• Initial assessment of severity
• Determine if immediate action needed
• Contact you if more information required

Possible Outcomes:

• Immediate resolution offered
• Further investigation required
• Escalation to specialist team
• Referral to external party

Stage 2: Investigation (Days 3-7)

Actions:

• Detailed review of complaint
• Gather relevant information
• Consult involved parties
• Review policies and procedures
• Identify root cause

We may:

• Request additional information
• Interview relevant staff
• Review system logs
• Consult legal or technical experts
• Research similar cases

Stage 3: Resolution (Days 8-10)

Actions:

• Determine appropriate resolution
• Prepare detailed response
• Implement corrective actions
• Document decision reasoning
• Quality check response

Resolution Types:

• Explanation and clarification
• Apology where appropriate
• Service correction or improvement
• Compensation (where applicable)
• Policy or procedure change
• Referral to external resolution

Stage 4: Response (Day 10)

We will provide:

• Clear explanation of findings
• Decision on complaint validity
• Actions taken or to be taken
• Reasoning for decisions
• Timeline for any further actions
• Escalation options if dissatisfied

Timeline Commitments

Standard Complaints:

• Acknowledgment: 24 hours
• Initial response: 3 business days
• Full resolution: 10 business days

Complex Complaints:

• May require up to 20 business days
• We'll inform you of extended timeline
• Regular updates every 5 business days

Urgent Complaints:

• Same-day acknowledgment
• 48-hour initial resolution attempt
• Daily updates until resolved

Escalation Process

If you're not satisfied with our initial response:

Internal Escalation

Level 1: Team Supervisor

• Review initial handling
• Fresh investigation if needed
• Response within 5 business days

Level 2: Department Manager

• Comprehensive review
• May involve senior management
• Response within 7 business days

Level 3: Executive Team

• Final internal review
• CEO or delegate involvement
• Response within 10 business days

External Escalation

If still unresolved, you may contact:

Industry Bodies:

• Relevant trade associations
• Professional standards organizations
• Industry ombudsman services

Regulatory Authorities:

• Data protection authorities (for privacy)
• Consumer protection agencies
• Trading standards
• Competition authorities

Legal Options:

• Small claims court
• Alternative dispute resolution
• Mediation services
• Legal proceedings

Special Procedures

Accessibility Complaints

• Priority handling
• Accessibility team involvement
• Reasonable adjustments made
• Alternative formats provided

Data Protection Complaints

• Privacy team involvement
• Regulatory compliance check
• Potential authority notification
• Enhanced documentation

Discrimination Complaints

• Sensitive handling protocols
• EDI team involvement
• External investigation option
• Protected throughout process

Safety Concerns

• Immediate action taken
• Risk assessment conducted
• Authorities notified if required
• Platform safety measures reviewed

Your Rights

During the complaint process, you have the right to:

• Fair and impartial treatment
• Timely responses and updates
• Clear explanations of decisions
• Confidentiality and privacy
• Representation or support
• Withdraw your complaint
• Escalate if dissatisfied
• Protection from retaliation

Our Responsibilities

We commit to:

• Acknowledge promptly
• Investigate thoroughly
• Communicate clearly
• Resolve fairly
• Learn from complaints
• Maintain confidentiality
• Prevent retaliation
• Keep accurate records

Complaints About Third Parties

For complaints about:

Job Postings:

• We investigate and may remove
• Contact employer for resolution
• Report illegal content to authorities

Other Users:

• Investigate reported behavior
• Take appropriate action
• Maintain privacy of all parties

Partners/Suppliers:

• Facilitate resolution where possible
• Review partnership if serious
• Provide contact information

Anonymous Complaints

We accept anonymous complaints but note:

• Cannot provide personal updates
• May limit investigation scope
• Still taken seriously
• Patterns tracked and addressed

Vexatious Complaints

We may limit contact if complaints are:

• Repeatedly about resolved issues
• Pursuing unreasonable outcomes
• Harassing or abusive
• Without merit or evidence

Actions may include:

• Limiting communication methods
• Requiring written contact only
• Senior approval for responses
• Legal action if harassment

Record Keeping

We maintain records of:

• All complaints received
• Actions taken
• Outcomes achieved
• Lessons learned
• Trends and patterns

Records kept for:

• Active complaints: Indefinitely
• Resolved complaints: 3 years
• Analysis and reporting: Anonymized

Continuous Improvement

We use complaints to:

• Identify service improvements
• Update policies and procedures
• Train staff better
• Prevent recurring issues
• Measure satisfaction
• Report to management

Feedback and Satisfaction

After resolution, we may:

• Request feedback on process
• Send satisfaction survey
• Follow up on implemented changes
• Invite suggestions for improvement

Compensation

Where appropriate, we may offer:

• Service credits
• Fee refunds
• Extended services
• Goodwill gestures

Compensation depends on:

• Impact of issue
• Duration of problem
• Our responsibility level
• Previous occurrences

Contact Information

Complaints Team Email: Phone: Available on contact page Hours: Monday-Friday, 9am-5pm

Escalation Contact Email:

Postal Address See our contact page for current address

Related Policies

• Privacy Policy
• Terms of Service
• Code of Ethics
• EDI Policy
• Refund Policy

Policy Review

This policy is reviewed annually and updated to reflect:

• Regulatory changes
• Best practices
• User feedback
• Operational improvements

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Thank you for helping us improve our services through your feedback.