Complaints & Feedback Policy

 

Last updated: October 2025

1. Purpose

At MACRO Recruitment Australasia Pty Ltd (trading as MACRO Recruitment), we value open communication and continuous improvement.
This policy outlines how candidates, clients, and the public can provide feedback or raise complaints about our services, staff, or business practices — and how we will respond fairly and promptly.

2. Our Commitment

MACRO Recruitment is committed to:

  • Treating all feedback and complaints seriously, respectfully, and confidentially.
  • Resolving matters as quickly and fairly as possible.
  • Using feedback to improve our recruitment processes, compliance systems, and customer service.
  • Meeting all relevant obligations under the Fair Work Act 2009 (Cth), Privacy Act 1988 (Cth), and state labour-hire licensing laws.

3. Who Can Provide Feedback or Complain

We welcome feedback and complaints from:

  • Job seekers and contractors engaged through MACRO.
  • Employers and clients who use our recruitment or labour-hire services.
  • Members of the public who have interacted with MACRO Recruitment.

4. How to Provide Feedback or Make a Complaint

You can contact us in any of the following ways:

Email: compliance@macrorecruitment.com.au
Phone: (03) 9573 1500
Post:
Compliance Officer
MACRO Recruitment Australasia Pty Ltd
Level 1, 385 Tooronga Road
Hawthorn East VIC 3123

Please include:

  • Your name and contact details.
  • A clear description of your feedback or concern.
  • Any relevant supporting documents (e.g. emails, contracts, or payslips).

Anonymous complaints will be reviewed, but a response may not be possible without contact details.

5. How We Handle Complaints

  1. Acknowledgement: We will acknowledge receipt of your complaint within 2 business days.
  2. Assessment: A compliance officer will review the issue, gather information, and may contact you for clarification.
  3. Resolution: We aim to resolve all matters within 10 business days, depending on complexity.
  4. Outcome: You will receive a written response outlining findings and any corrective actions taken.

If further investigation is required, we will keep you informed of progress.

6. Escalation

If you are not satisfied with the outcome, you may request an internal review by the Managing Director.
Where appropriate, you may also contact the relevant external authority, such as:

7. Continuous Improvement

All complaints and feedback are logged and reviewed quarterly to identify patterns or areas for improvement in our service delivery, candidate care, and compliance systems.

8. Contact

For all feedback or complaint matters, please contact:

Compliance Officer
MACRO Recruitment Australasia Pty Ltd
Phone: (03) 9573 1500
Email: compliance@macrorecruitment.com.au

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