Service Complaints Procedure

If you are a job seeker or a client and are unhappy with our service, you can raise a complaint under this procedure. As a licensed private employment service agency, we are regulated by the Employment Service Act and the Regulations for Permission and Supervision of Private Employment Services Institution. This page explains how we handle complaints.

1. What you can complain about

• How a consultant treated you or handled your case.
• Fees, refunds or receipts.
• Differences between the job as described and the actual duties, pay or hours.
• How your personal data was used.
• Any other matter related to our employment services.

Sexual harassment complaints follow a separate procedure; please see our Sexual Harassment Prevention page.

2. How to contact us

Please include your name, contact details, whether you are a job seeker or a client, what happened, what outcome you are looking for, and any supporting documents such as emails or receipts. We review anonymous complaints, but may not be able to report back.

3. Timeline

4. How we investigate

1. Our designated complaints officer handles the investigation. If the complaint is about that person, you may go directly to the Hsinchu City Government.
2. We speak with you, the consultant concerned and any relevant third party, and review contracts, receipts and correspondence.
3. To the extent the law and our confidentiality obligations allow, our reply explains what we found, how we have dealt with it and any improvements needed.
4. Information in your complaint is used only to handle it, to meet legal record-keeping and reporting duties, to resolve any related dispute, and to improve our service where needed.
5. Complaint records are kept securely by us.

5. Your rights under Taiwanese law

• Placement fees are charged only after the employment contract takes effect, and a receipt is always issued.
• If the employment ends within 40 days of the contract taking effect for reasons attributable to the job seeker, the employer may ask us for one free replacement referral or a 50% refund of the placement fee. Job seekers have the same right if the employment ends for reasons attributable to the employer.
• If a registration fee was paid, you may ask for three referrals within six months, unless a referral has already led to an employment contract or the recruitment period has ended.
• We never charge more than the statutory caps or collect fees not permitted by law.

Where a client has a written agreement with us, its terms apply; anything it does not cover is governed by the rules above.

6. If you are not satisfied

You may raise the matter with our regulator, the Department of Labor and Youth Affairs, Hsinchu City Government (2F, No. 99, Longshan W. Rd., East Dist., Hsinchu City 300047; tel. 03-5324900). We will not treat you less favorably simply because you made a complaint.