Responsibility means listening and acting.
At SAISY Germany, human dignity, integrity, fairness and transparency are at the heart of our international recruitment of skilled workers.
We are convinced that responsible recruitment arises not only from clear ethical principles, but also from the willingness to accept criticism, to clarify possible abuses and to consistently implement improvements.
Therefore, we are creating a transparent and accessible complaints mechanism for international professionals, applicants, employers, business partners and other individuals affected by our recruitment activities.
Our complaints management is based on the principles of the International Labour Organization (ILO), the International Recruitment Integrity System (IRIS) of the International Organization for Migration (IOM) and the Employer Pays Principle.
Our promise: Every person has the right to express concerns, report grievances and expect a fair examination of their issue – without fear of intimidation, discrimination or retaliation.
1. Welche Anliegen können gemeldet werden?
Unser Beschwerdeverfahren steht allen Personen offen, die Bedenken im Zusammenhang mit unseren Dienstleistungen, Rekrutierungsprozessen oder den Aktivitäten unserer Kooperationspartner haben.
Insbesondere können folgende Sachverhalte gemeldet werden:
Unzulässige Rekrutierungsgebühren
Forderungen nach Vermittlungsgebühren, versteckten Zahlungen, unzulässigen Bearbeitungsgebühren oder anderen Kosten, die gegen das Employer Pays Principle verstoßen.
Irreführende Informationen und mangelnde Transparenz
Unrichtige Angaben zu Arbeitsplätzen, Gehältern, Vertragsbedingungen, Anerkennungsverfahren, Sprachkursen, Einreisebedingungen oder tatsächlichen Beschäftigungsmöglichkeiten.
Unfaire Vertragsbedingungen
Unangemessene Vertragsstrafen, nicht offengelegte Verpflichtungen, missbräuchliche Rückzahlungsklauseln oder erhebliche Abweichungen zwischen zugesagten und tatsächlichen Beschäftigungsbedingungen.
Diskriminierung und unangemessenes Verhalten
Benachteiligung, Belästigung, Einschüchterung, Drohungen oder respektloses Verhalten durch Mitarbeitende, Vertreter oder Kooperationspartner.
Verstöße gegen gesetzliche Rekrutierungsvorschriften
Hinweise auf unerlaubte Vermittlungsaktivitäten, fehlende Genehmigungen, rechtswidrige Rekrutierungsverfahren oder die Umgehung geltender Vorschriften in Herkunfts- und Zielländern.
Menschenhandel, Zwangsarbeit und Ausbeutung
Verdachtsfälle von Schuldenbindung, Dokumentenentzug, Nötigung, Täuschung, Einschränkung der Bewegungsfreiheit oder anderen Formen arbeitsbezogener Ausbeutung.
Datenschutz und Vertraulichkeit
Unzulässige Weitergabe personenbezogener Informationen oder unsachgemäßer Umgang mit vertraulichen Bewerbungs- und Beschäftigungsdaten.
Qualität unserer Dienstleistungen
Beschwerden über Kommunikation, Betreuung, Prozessverzögerungen, unzureichende Unterstützung oder sonstige Abweichungen von vereinbarten Leistungen.
Auch Anliegen, die nicht ausdrücklich in diesen Kategorien genannt sind, können eingereicht werden.
2. Who can file a complaint?
Our complaints mechanism is aimed particularly at:
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international nursing professionals and other specialists,
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Applicants in the recruitment process,
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skilled workers who have already entered Germany,
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former applicants and placed employees
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German employers and business clients
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Language schools, educational institutions and cooperation partners,
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Family members or authorized representatives,
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other persons who wish to provide information about possible violations.
A complaint can be filed regardless of whether an employment contract has already been concluded or whether a recruitment process is still underway or has already been completed.
Filing a complaint is free of charge.
Anonymous tips are also accepted, provided the chosen reporting method allows for it. However, the possibilities for clarifying the facts may be limited in the case of anonymous reports.
3. How to submit your complaint
We want the process of filing a complaint to be as simple, understandable, and secure as possible.
You can submit your complaint via our designated online form or in writing via our official complaints channel.
If possible, please let us know the following:
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a brief description of your request,
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the time and place of the incident,
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the persons or organizations involved, as far as is known,
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any existing documents or evidence,
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Your preferred contact method should you require feedback.
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You do not need to provide all information or evidence with your initial report.
Complaints can be submitted in German or English. Where necessary and logistically possible, we also provide support in case of language barriers.
Important: Please do not submit original documents. Only transmit sensitive personal information via suitable, secure communication channels.
4. Unser Beschwerdeverfahren – Transparent und nachvollziehbar
Wir streben eine strukturierte, faire und zeitnahe Bearbeitung sämtlicher Beschwerden an.
Schritt 1 – Eingang und Bestätigung
Innerhalb von 3 Werktagen
Nach Eingang Ihrer Beschwerde erhalten Sie, sofern eine Kontaktmöglichkeit vorliegt, eine Eingangsbestätigung.
Ihr Anliegen wird dokumentiert und einer zuständigen Person zur weiteren Prüfung zugeordnet.
Schritt 2 – Erste Bewertung und Risikoeinschätzung
Innerhalb von 5 Werktagen nach Eingang
Wir prüfen den Sachverhalt auf Dringlichkeit, mögliche Rechtsverletzungen, Sicherheitsrisiken und erforderliche Sofortmaßnahmen.
Bei Hinweisen auf Menschenhandel, Gewalt, Zwangsarbeit oder akute Gefährdungen erfolgt eine priorisierte Bearbeitung, ohne den regulären Zeitrahmen abzuwarten.
Schritt 3 – Sachverhaltsprüfung
In der Regel innerhalb von 15 Werktagen
Wir prüfen die verfügbaren Informationen, holen gegebenenfalls ergänzende Stellungnahmen ein und untersuchen die vorgetragenen Umstände.
Die Prüfung erfolgt sachlich, vertraulich und unter Berücksichtigung der Rechte aller Beteiligten.
Personen, gegen die sich eine Beschwerde richtet, sollen nicht allein über die Bearbeitung des gegen sie gerichteten Vorwurfs entscheiden.
Schritt 4 – Entscheidung und Maßnahmen
Ziel: Abschluss innerhalb von 20 Werktagen
Nach Abschluss der Prüfung informieren wir die beschwerdeführende Person, soweit rechtlich zulässig und eine Kontaktmöglichkeit vorhanden ist, über das Ergebnis und gegebenenfalls eingeleitete Maßnahmen.
Ist eine abschließende Bearbeitung innerhalb dieses Zeitraums nicht möglich, informieren wir über den Bearbeitungsstand und die voraussichtlichen nächsten Schritte.
Schritt 5 – Nachverfolgung und Verbesserung
Soweit erforderlich, überprüfen wir die Umsetzung vereinbarter Korrekturmaßnahmen und beurteilen, ob weitere Schritte notwendig sind.
Erkenntnisse aus Beschwerden nutzen wir zur Verbesserung unserer internen Prozesse und der Zusammenarbeit mit internationalen Partnern.
Unser Anspruch ist nicht nur die Bearbeitung einer Beschwerde, sondern die nachhaltige Beseitigung festgestellter Missstände.
5. Confidentiality and protection against retaliation
SAISY Germany is committed to handling complaints with the necessary confidentiality and care.
Individuals who report concerns or potential violations in good faith must not be disadvantaged as a result of their complaint.
In particular, we will not tolerate intimidation, threats, discrimination, unjustified exclusion from application processes or other retaliatory measures because of a report.
Personal information is processed only to the extent necessary and in compliance with applicable data protection regulations.
The identity of a complainant will only be disclosed to the extent necessary for lawful and proper processing and permissible under data protection law.
Where confidential processing or complete anonymity cannot be guaranteed, we will inform the person concerned about the relevant limitations.
6. Special protective measures in cases of human trafficking and exploitation
SAISY Germany maintains a consistent zero-tolerance policy towards human trafficking, forced labor, illegal recruitment and exploitative employment practices.
Information regarding such matters will be treated with special priority.
In case of justified suspicion, we will immediately examine suitable protective measures and involve the relevant specialist departments or authorities.
This may include, in particular, contacting relevant government agencies, specialized advisory organizations, or legal support services.
In doing so, we take into account the safety, protection needs and legitimate interests of the persons concerned.
Reporting to SAISY Germany does not replace reporting to a competent authority and does not replace immediate assistance in an acute emergency situation.
In case of immediate danger, please contact the locally responsible police or emergency call centers directly.
7. Complaints about international recruitment and program partners
Our ethical principles apply not only to our own actions, but also form the basis for the selection and cooperation with our international partner organizations.
Complaints about recruitment agencies, language schools, educational institutions, employers or other cooperation partners are therefore also taken seriously.
Within our sphere of influence, we examine whether the reported matters are compatible with our contractual requirements, the Employer Pays Principle, the ILO and IRIS principles, and the applicable legal provisions.
In cases of confirmed serious violations, appropriate measures may include, in particular, the following steps:
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the call for the immediate cessation of unlawful practices,
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the initiation or support of appropriate remedial measures,
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the review of existing cooperation agreements,
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the temporary suspension of cooperation,
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the termination of collaborations within the legally permissible framework,
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the involvement of the relevant authorities, if necessary.
We do not knowingly work with organizations that engage in or condone human trafficking, forced labor, or systematic exploitation.
8. Special consideration given to Filipino professionals
A key component of our international activities involves cooperation with experts and partner organizations in the Philippines.
SAISY Germany respects the applicable legal requirements of the Department of Migrant Workers (DMW) as well as the relevant Philippine regulations on international labor migration.
Complaints about possible violations of these regulations will be carefully investigated.
Where necessary and legally permissible, we support the clarification process with the relevant authorities or duly approved partner organizations.
The right of affected persons to contact the DMW or other competent authorities directly, independently of SAISY Germany, remains fully intact.
9. Independent complaint mechanisms and escalation
We respect the right of every person to seek external complaint, advice or legal recourse.
Filing an internal complaint with SAISY Germany is not a prerequisite for contacting the relevant government authorities, labor courts, advice centers or other legally designated bodies.
If a complainant is not satisfied with the handling of their complaint, they can request a review.
Where organizationally possible, this re-examination will be carried out by a different responsible person who was not previously involved in the process.
We support a factual dialogue and strive for fair solutions without restricting the legal rights of those involved.
10. Our commitment to continuous improvement
Complaints are not only indicators of potential problems for us, but also an important basis for the further development of our quality and compliance standards.
We are committed to systematically evaluating incoming complaints, identifying recurring risks, and developing appropriate preventive measures.
In doing so, we pay particular attention to our commitments to fair recruitment, transparency, human rights and responsible international cooperation.
Our complaint management is an integral part of our corporate mission statement and our understanding of ethically responsible recruitment of skilled workers.
Your rights. Our mission. Shared responsibility.
Trust is created where people are heard, rights are protected, and responsibility is taken.
SAISY Germany stands for international recruitment of skilled workers, where transparency, fairness and human dignity are not just promises, but binding principles of action.
We encourage all affected individuals to openly address any questions, concerns, or complaints.
Every serious suggestion deserves attention. Every legitimate complaint deserves an appropriate solution.
SAISY Germany
Ethical recruitment. Fair Opportunities. Sustainable Partnerships.
Tel.: +49 (0) 174 53 888 77 (WhatsApp)
Tel.: +63 (0) 9171 559 773 (WhatsApp)