Complaint Management of DS Crewing Services GmbH (“DSCS”)

1. General

1.1. Definition

A grievance procedure is a procedure that provides the opportunity to file complaints that are perceived to be related to social and labour impacts of entrepreneurial activity. 

It is an indication of social and labour consequences and risks that may become impacts.

Complaints can be communicated by those affected themselves or by representatives such as organizations.

The company has a detailed and written process for dealing with complaints. This includes a clear procedure, the appointment of contact persons for processing complaints, and the definition of an appropriate time frame for the complaints procedure.

A complaint is any negative statement or dissatisfaction of the client / customer / applicant or a third party on behalf of a client / applicant (e.g., authorized lawyers), ombudsmen or supervisory authorities, regardless of its form, which is addressed to DS Crewing Services GmbH.

A complaint is any expression of dissatisfaction that a natural person (complainant) addresses to a company in connection with its provision of a service or a corresponding process. This does not include services according to the Quality Seal for which DS Crewing Services GmbH is not responsible.

The term "complaint" does not necessarily have to be used. A complaint does not require a specific form.

If there is any doubt as to whether the statement of the customer/applicant is to be considered a complaint, this statement must be submitted to the complaint management officer, who will decide on the qualification of the statement. 

His/her decision is binding for the processing.

1.2. Scope of application

According to the quality seal, DS Crewing Services GmbH is obligated to a proper business organization, which ensures compliance with the legal regulations to be observed by them. 

This includes that DSCS reliably records and evaluates complaints to gain knowledge about possible omissions and deficiencies in business operations and to be able to remedy them. 

The knowledge gained from complaint handling is to be included and considered in the business processes. The scope of this Complaint Management Guideline applies to all complaints.

Observance of and compliance with the provisions of this Complaint Management Guideline is binding for all employees of DS Crewing Services GmbH, as well as for the members of the management.

The Complaint Management Guideline and the Complaint Protocol are posted in the "Teams" communication channel and are always thus accessible to all employees. 

Employees are informed of any changes to the policy. 

2. Complaint management

2.1. Goals

Complaint management pursues the objectives outlined below:

• Correction of errors
• Restoration of applicant or customer satisfaction
• Improvement of customer loyalty
• Modification of decisions
• Apology for inappropriate behaviour of employees
• Compensation and reimbursement of expenses
• Pointing out strengths and weaknesses of the service or deficiencies in service quality
• Responding to customer and applicant requests
• Safeguarding the interests of stakeholders & shareholders
• Reduction of error costs and complaint costs
• Recording and evaluation of complaints for quality assurance and
• Improvement and, if necessary, modification of processes
• Use of complaint information about operational risks and opportunities on the market
• Increase in service quality
• Systematic handling of customer dialog

2.2. Principles

Complaint management is guided by the following principles:

• Designation of a complaint management officer to whom all complaints are to be forwarded
• Creation of a complaint management process
• Continuous improvement of the complaint management process
• Customer orientation
• Fact-based decision-making in the best interests of the customer
• Involvement of the persons involved
• Regular reporting to the management

2.3. Process

Complaint management can be divided into a direct and an indirect complaint management process. The tasks of the direct complaint management process are to be divided into:

• Complaint stimulation
• Complaint acceptance
• Complaint handling
• Complaint reaction

The indirect complaint management process can also be divided into the following task areas as follows:

• Complaint analysis
• Complaint reporting
• Information utilization

2.4. Internal Complaints Register

All complaints, their processing, the measures taken, and the decisions made are systematically documented without unnecessary delay (internal complaints register). The internal complaints register is kept electronically as well as in a physical file, so that it enables a systematic evaluation, is protected against changes not required by the facts, allows subsequent changes to be identified, and allows unhindered access for the responsible employees of the central complaints office, the responsible examiners/auditors of the KDA / DKF.

The documents available on a complaint case are kept for five years. Complaint processing data is analysed on an ongoing basis to ensure that recurring or systematic problems, as well as potential legal and operational risks, are identified and remedied, e.g., through the following measures:

• Analysing the background of each complaint to identify causes common to certain types of complaints,
• Considering whether these causes could also affect other processes or services; this also applies to those processes and services about which no complaints have been received,
• Elimination of the causes, as far as this seems reasonable and is possible.

3. Complaints officer

In order to ensure efficient, investororiented complaint management, the management has set up a central complaints office. This consists of Ms. Gürsoy.

The central complaints office can be reached via the email address "complaint@ds-crewing-services.de".

Within the complaint procedure, the person responsible for the complaint examines the respective complaint after it has been accepted. The person responsible for the complaint decides whether a legal department should be involved, because liability, compensation or indemnity claims are asserted. In the event of significant risks, the person responsible for the complaint will inform the management.

4. Complaints procedure

The complaints procedure shall be clearly regulated, freely accessible and transparent. The options for making a complaint must be simple and publicly accessible. 

There is online access to a complaint procedure for interested parties of DS Crewing Services GmbH, such as international caregivers to be placed, external service providers, employees, and employers.
A complaint is a statement of inadequacies or concerns by data subjects or their representatives regarding their rights, freedoms, or other entitlements, based on contractual terms, agreements, practices, or a general understanding of fairness.

4.1. Complaints to be processed

Complaints to be processed in the sense of this guideline are negative statements or dissatisfactions which refer to the following facts:

• Violation of contractual obligations
• Dissatisfaction with advertising measures
• Defective process flows
• Threat of legal action
• Assertion of claims
• Complaints with threats of termination or associated with termination or demand for cancellation/rescission of contract
• Threat of reputational damage (e.g., through publication of the facts)

Inquiries and requests for information or similar are not complaints.

4.2. Complaint stimulation

Complaint management must be suitable for providing the complainant with perceptible points of contact. It must be clearly communicated to the complainant to whom he can direct his complaint. For this purpose, DS Crewing Services GmbH uses easily accessible complaint channels, which are also announced to the customer on the website. 

4.3. Complaint acceptance  

The complaint is to be handled/responsible by the person responsible for the complaint. The recipient of the complaint is the person who receives or receives the complaint, regardless of its form ("person responsible for the complaint"). 
The Complaints Officer shall inform the Complaints Management Officer of the receipt of a complaint on the day of receipt of the complaint or, if applicable, on the next working day (by e-mail to complaint@ds-crewing-services.de) and forward a duplicate saved on a suitable data carrier in the case of written complaints or a telephone message in the case of complaints by telephone. In the case of written complaints, the complainant must be acknowledged receipt of the complaint if it cannot be answered directly.
Every complaint, regardless of whether it is received by telephone or in writing, must be recorded by the person responsible for the complaint in a complaint protocol and this protocol must be handed over to the complaint management officer.

4.4. Complaint processing, complaint reaction/response

The person responsible for the complaint is responsible for the author from the receipt of the complaint until its final processing and response. Forwarding the complaint to the complaint management officer does not end the responsibility of the person responsible for the complaint. 

The complaint manager is responsible for processing and responding to the complaint. In the event of uncertainty, he/she may consult with the Complaints Management Officer. The written complaint response must be submitted within five working days. Unless otherwise required by law, any final response must be in paper form or on another durable medium, unless the complainant specifically requests only an oral response. Notwithstanding the foregoing, oral complaints may be answered orally only, provided the complainant agrees. 
Immediately after receiving the complaint, the person responsible for the complaint will identify which departments in DS Crewing Services GmbH are to be informed or who can provide the necessary information in processing the complaint and forward the complaint to them. 

As a matter of principle, each complaint must be processed promptly after receipt by the person responsible for the complaint and a decision must be made as quickly as possible to resolve the complaint or rectify the error, or a decision must be obtained from the responsible office. This means that a complaint must be processed within a period of five working days. If it is not possible to process the complaint within this period, the complainant must be given an interim message after the period has expired. 
The response to the complaint must be justified and understandable and comprehensible to outside third parties. The reply must therefore be as brief and comprehensible as possible, but as comprehensive as necessary. It should avoid queries.

The maximum time limit for processing a complaint is five working days. This time limit may be exceeded if, due to the scope or difficulty of the matter, faster processing would only be possible with unreasonable effort in terms of personnel and costs. Exceeding the deadline may be appropriate if liability claims for damages and/or compensation are involved, or if legal proceedings are imminent or have already been initiated. In these cases, too, an investororiented solution must be sought and, if necessary, an outo-of-court settlement reached. 

Deadline notices must be used to ensure that complaints are answered in a timely manner. If a complaint has not been answered, it must be ensured that deadlines are not deleted.

The focus of complaint handling is on examining and resolving the customer's concern in the best possible interest, insofar as this is legally permissible and does not violate the agency contract or the conditions of fair recruitment.
Communication with the customer in connection with complaint handling is generally the responsibility of the complaint management officer. The complaint management officer shall ensure that complaints are handled properly. Response letters and the time taken to process the complaint must be reported to the complaint management officer. This is the end of the complaint manager's responsibility.

In the case of repeat complaints, it must be ensured that the departments responsible for the initial complaint are also entrusted with a repeat complaint, for example because the complainant is not satisfied with the response to his or her complaint. If the complaint is potentially the subject of legal proceedings, the Company will carry out a deletion later.

4.5. Complaint analysis

The complaints management officer must systematically record and evaluate complaints and install and continuously develop effective processing procedures and reporting obligations (see 2.4.). The complaint analysis can indicate whether errors are systemrelated, servicerelated or the result of individual errors. 

In the complaint analysis, the complaints must be divided into at least the following categories:

• Complaints of contract violations
• Dissatisfaction with the performance of the service
• Threats of legal action
• Notices of termination

Based on the root cause analysis, the complaint management officer shall develop possible improvement measures.

4.6. Complaint reporting

The Complaint Management Officer shall report semi-annually/quarterly as well as in a full annual report to management. 

The report shall contain information...

• on the volume of complaints (number of complaints and processing time),
• on the distribution of the volume of complaints among individual parts of the company, in particular complaints that occur on a regular basis,
• on a systematic root cause analysis,
• the development of suggestions for improvement.

The management must be informed immediately of complaints involving significant risks or the threat of reputational damage, especially in the case of complaints from customers (e.g., employers with a high volume of placement orders, or international nursing staff institutions or external service providers) or if claims for damages are pending.

4.7. Use of information

The information obtained from the complaint analysis is to be used systematically and integrated into the company organization, or operating processes are to be optimized and continuously improved through the information obtained. This should also reduce the number of complaints and lower the costs for troubleshooting or for complaint management.

5. Measures in the event of violations of the Complaint Management Guideline

In the event of a violation of this Complaint Management Guideline, the cause or the weak point in the work or process that led to this violation must be determined by the Complaint Management Officer and eliminated immediately. If no measures are tak-en by the Complaints Management Officer, the management must be consulted by the person responsible for the complaint.
The management of DS Crewing Services GmbH must always be informed of any violations of these Complaint Management Guidelines. This also applies if complaints about external service providers are identified.

6. Further development of the complaint management policy

The management of DS Crewing Services GmbH and the Complaint Management Officer are responsible for the ongoing development and maintenance of the Complaint Management Policy; in particular, the management will decide on necessary and appropriate amendments and/or additions to the policy and have them made. The Complaint Management Officer will push for necessary updates to this policy, post them on the DS Crewing Services GmbH website, and inform DS Crewing Services GmbH employees about them. 
The Complaint Management Policy - especially the principles and procedures - shall be reviewed annually.

7. Control  

The complaint management activities as well as the respective complaint management officer are monitored by the management.

Possible interested parties (= stakeholders) who can be the addressees of a complaint or feedback:

• Customers / clients
• Agencies
• Service providers (such as: translators, notaries, courier services, language schools)
• International caregiver to be placed
• Internal employee
• Company owner
• Authorities national (like: German embassy)
• International authorities (such as: POLO, POEA)

Possible scenarios for / from the field:

I. Complaints from customers

1. About / to employees of DSCS

• The recipient of the complaint informs the person concerned (= person responsible for the complaint) about the complaint.
• An exchange of information about the facts of the case is sought both internally and externally.
• Information about the facts of the case is collected
• The cause of the complaint is discussed
• If necessary, the facts and the relevant measures are reported to management
• An explanation and, if necessary, a suggestion for improvement are brought to the attention of the complaints management officer.
• The agreement, or at least the knowledge, of the complaint management officer is obtained for the complaint handling
• If necessary, changes are made in the working method or in the communication with the customer.
• The entire process is documented and stored in order to process similar complaints in a standardized manner, but still individually, and to prevent similar incidents.
• All employees can potentially be responsible
• The complaint is processed without undue delay and should not exceed five working days.

2. On the recruitment and placement process

• The recipient of the complaint informs the responsible person (= person responsible for the complaint) about the complaint.
• An exchange of information about the facts of the case is sought both internally and externally.
• Information about the facts of the case is collected
• The cause of the complaint is discussed
• If necessary, the facts and the relevant measures are reported to management
• An explanation and, if necessary, a suggestion for improvement is presented to the complainant (= complaints management officer).
• The complainant (= complaints management officer) is asked to agree to the complaint being processed, or at least to take note of it.
• If necessary, changes are made to the contracts or agreements concerned.
• The entire process is documented and stored to process similar complaints in a standardized manner but still individually and to prevent similar occurrences.
• The complaint is processed without undue delay and should not exceed five working days.

Contact person(s):
Ms. Isil Gürsoy + Mr. Ulrich Bramkamp
Managing Directors
Phone: +49 172 13 35 762
eMail: complaint@ds-crewing-services.de

3. To future employees (= international nursing staff to be placed)

• The recipient of the complaint informs the responsible person (= person responsible for the complaint) about the complaint.
• An exchange of information about the facts of the case is sought both internally and externally.
• Information about the facts of the case is collected
• The cause of the complaint is discussed
• If necessary, the responsible person abroad or the potential employee (= international nurse to be placed) is consulted.
  • The causes of the complaint are also discussed in this regard
• If necessary, the facts of the case and the relevant measures are reported to management
• An explanation and, if necessary, a suggestion for improvement is made to the complainant (= complaint management officer)
• The complainant (= complaints management officer) is informed of the complaint processing, or at least agrees to it.
• The entire process is documented and stored to process similar complaints in a standardized manner but still individually and to prevent similar occurrences.
• The complaint is processed without culpable delay and should not exceed five working days.

Contact person(s):
Ms. Isil Gürsoy + Mr. Ulrich Bramkamp
Managing Directors
Phone: +49 172 13 35 762
eMail: complaint@ds-crewing-services.de

Mr. Henry Octobre
Owner's Representative
Phone: +639275543825
eMail: complaint@ds-crewing-services.de

4. To placed employees with professional license

• Complaint recipient informs the responsible person (= person in charge of the complaint) about the complaint
• Information about the facts of the case is collected
• The cause of the complaint is discussed
• An exchange of information on the facts is sought both internally and externally.
• The causes of the complaint are also discussed with the international nurse and measures are coordinated.
• If necessary, the facts of the case and the relevant measures are reported to management
• If necessary, changes are made to the affected contracts or agreements
• The entire process is documented and stored to process similar complaints in a standardized manner but still individually and to prevent similar occurrences
• The complaint is processed without undue delay and should not exceed five working days.

Contact person(s):
Ms. Isil Gürsoy + Mr. Ulrich Bramkamp
Managing Directors
Phone: +49 172 13 35 762
eMail: complaint@ds-crewing-services.de

5. On other contractual agreements

• The recipient of the complaint informs the responsible person (= person responsible for the complaint) about the complaint.
• An exchange of information about the facts of the case is sought both internally and externally.
• Information about the facts of the case is collected
• The cause of the complaint is discussed
• If necessary, the facts and the relevant measures are reported to management
• An explanation and, if necessary, a suggestion for improvement is presented to the complainant (= complaints management officer).
• The complainant's (= complaint management officer's) consent to, or at least knowledge of, the complaint processing is obtained.
• If necessary, changes are made to the contracts or agreements concerned.
• The entire process is documented and stored to process similar complaints in a standardized manner but still individually and to prevent similar occurrences.
• The complaint is processed without undue delay and should not exceed five working days.

Contact person(s):
Ms. Isil Gürsoy + Mr. Ulrich Bramkamp
Managing Directors
phone: +49 172 13 35 762
eMail: complaint@ds-crewing-services.de

6. On other non-contractual issues

• The recipient of the complaint informs the responsible person (= person responsible for the complaint) about the complaint.
• An exchange of information about the facts of the case is sought both internally and externally.
• Information about the facts of the case is collected
• The cause of the complaint is discussed
• If necessary, the facts and the relevant measures are reported to management
• An explanation and, if necessary, a suggestion for improvement is presented to the complainant (= complaints management officer).
• The complainant (= complaints management officer) is informed of the complaint processing, or at least agrees to it.
• The entire process is documented and stored to process similar complaints in a standardized manner but still individually and to prevent similar occurrences.
• All employees can potentially be responsible
• The complaint is processed without undue delay and should not exceed five working days in duration

II. Complaints from caregivers 

1. To employees of DSCS

• The recipient of the complaint informs the person concerned (= person responsible for the complaint) about the complaint.
• An exchange of information about the facts of the case is sought both internally and externally.
• Information about the facts of the case is collected
• The cause of the complaint is discussed
• If necessary, the facts and the relevant measures are reported to management
• An explanation and, if necessary, a suggestion for improvement is presented to the complainant (= complaints management officer).
• The consent, or at least the knowledge of the complainant (= complaints management officer) of the complaint processing is obtained.
• If necessary, changes are made in the working method or communication with the potential caregiver.
• The entire process is documented and stored to process similar complaints in a standardized manner but still individually and to prevent similar occurrences
• All employees can potentially be responsible
• The processing of the complaint takes place without culpable hesitation and should not exceed five working days.

2. On recruitment and placement process

• The recipient of the complaint informs the responsible person (= person responsible for the complaint) about the complaint.
• An exchange of information about the facts of the case is sought both internally and externally.
• Information about the facts of the case is collected
• The cause of the complaint is discussed
• If necessary, the facts and the relevant measures are reported to management
• An explanation and, if necessary, a suggestion for improvement is presented to the complainant (= complaints management officer).
• The complainant (= complaints management officer) is asked to agree to the complaint being processed, or at least to take note of it.
• If necessary, changes are made in the working method or communication with the potential caregiver.
• The entire process is documented and stored to process similar complaints in a standardized manner but still individually and to prevent similar occurrences
• All employees can potentially be responsible
• The processing of the complaint takes place without culpable hesitation and should not exceed five working days.

3. To future employers

• The recipient of the complaint informs the responsible person (= person responsible for the complaint) about the complaint.
• An exchange of information about the facts of the case is sought both internally and externally.
• Information about the facts of the case is collected
• The cause of the complaint is discussed
• If necessary, the facts and the relevant measures are reported to management
• An explanation and, if necessary, a suggestion for improvement is presented to the complainant (= complaints management officer).
• The complainant (= complaints management officer) is asked to agree to the complaint being processed, or at least to take note of it.
• If necessary, changes are made in the working method or communication with the potential caregiver.
• The entire process is documented and stored to process similar complaints in a standardized manner but still individually and to prevent similar occurrences
• All employees can potentially be responsible
• The processing of the complaint takes place without culpable hesitation and should not exceed five working days.

4. To existing employers

• The recipient of the complaint informs the responsible person (= person responsible for the complaint) about the complaint.
• An exchange of information about the facts of the case is sought both internally and externally.
• Information about the facts of the case is collected
• The cause of the complaint is discussed
• If necessary, the facts and the relevant measures are reported to management
• An explanation and, if necessary, a suggestion for improvement is presented to the complainant (= complaints management officer).
• The complainant (= complaints management officer) is asked to agree to the complaint being processed, or at least to take note of it.
• If necessary, changes are made in the working method or communication with the potential caregiver.
• The entire process is documented and stored to process similar complaints in a standardized manner but still individually and to prevent similar occurrences
• All employees can potentially be responsible
• The processing of the complaint is done without culpable delay and should not exceed one working week in duration

5. To the integration management

• The recipient of the complaint informs the responsible person (= person responsible for the complaint) about the complaint.
• An exchange of information about the facts of the case is sought both internally and externally.
• Information about the facts of the case is collected
• The cause of the complaint is discussed
• If necessary, the facts and the relevant measures are reported to management
• An explanation and, if necessary, a suggestion for improvement is presented to the complainant (= complaints management officer).
• The complainant (= complaints management officer) is asked to agree to the complaint being processed, or at least to take note of it.
• If necessary, changes are made in the working method or communication with the potential caregiver.
• The entire process is documented and stored to process similar complaints in a standardized manner but still individually and to prevent similar occurrences
• All employees can potentially be responsible
• The processing of the complaint takes place without culpable hesitation and should not exceed five working days.

6. To language schools

• The recipient of the complaint informs the responsible person (= person responsible for the complaint) about the complaint.
• An exchange of information about the facts of the case is sought both internally and externally.
• Information about the facts of the case is collected
• The cause of the complaint is discussed
• If necessary, the facts and the relevant measures are reported to management
• An explanation and, if necessary, a suggestion for improvement is presented to the complainant (= complaints management officer).
• The complainant (= complaints management officer) is asked to agree to the complaint being processed, or at least to take note of it.
• If necessary, changes are made in the working method or communication with the potential caregiver, as well as with the language schools
• The entire process is documented and stored to process similar complaints in a standardized manner but still individually and to prevent similar occurrences
• All employees can potentially be responsible
• The processing of the complaint takes place without culpable hesitation and should not exceed five working days.

7. On violations of the WHO Code of Conduct

• The recipient of the complaint informs the responsible person (= person responsible for the complaint) about the complaint.
• An exchange of information about the facts of the case is sought both internally and externally.
• Information about the facts of the case is collected
• The cause of the complaint is discussed
• The facts of the case are reviewed against the WHO Code of Conduct.
• Compliance with the code is paramount
• If appropriate, the facts and relevant actions are reported to management
• An explanation and, if necessary, a suggestion for improvement is made to the complainant (= complaints management officer).
• The complainant (= complaints management officer) is asked to agree to the complaint being processed, or at least to take note of it.
• If necessary, changes are made in the working method or communication with the potential caregiver.
• The entire process is documented and stored to process similar complaints in a standardized manner but still individually and to prevent similar occurrences
• All employees can potentially be responsible
• The processing of the complaint takes place without culpable hesitation and should not exceed five working days.

8. On other contractual agreements

• The recipient of the complaint informs the responsible person (= person responsible for the complaint) about the complaint.
• An exchange of information about the facts of the case is sought both internally and externally.
• Information about the facts of the case is collected
• The cause of the complaint is discussed
• If necessary, the facts and the relevant measures are reported to management
• An explanation and, if necessary, a suggestion for improvement is presented to the complainant (= complaints management officer).
• The complainant (= complaints management officer) is asked to agree to the complaint being processed, or at least to take note of it.
• If necessary, changes are made in the working method or communication with the potential caregiver.
• The entire process is documented and stored to process similar complaints in a standardized manner but still individually and to prevent similar occurrences
• All employees can potentially be responsible
• The processing of the complaint takes place without culpable hesitation and should not exceed five working days.

9. On other non-contractual issues

• The recipient of the complaint informs the responsible person (= person responsible for the complaint) about the complaint.
• An exchange of information about the facts of the case is sought both internally and externally.
• Information about the facts of the case is collected
• The cause of the complaint is discussed
• If necessary, the facts and the relevant measures are reported to management
• An explanation and, if necessary, a suggestion for improvement is presented to the complainant (= complaints management officer).
• The complainant (= complaints management officer) is asked to agree to the complaint being processed, or at least to take note of it.
• If necessary, changes are made in the working method or communication with the potential caregiver.
• The entire process is documented and stored to process similar complaints in a standardized manner but still individually and to prevent similar occurrences
• All employees can potentially be responsible
• The processing of the complaint takes place without culpable hesitation and should not exceed five working days.

III. Complaints from DSCS employees

1.  To other DSCS employees

• The recipient of the complaint informs the person concerned (= person responsible for the complaint) about the complaint.
• An exchange about the facts of the case is sought internally in an open discussion.
• The cause of the complaint is discussed
• If necessary, the facts of the case and the relevant measures are reported to management.
• Only as a last resort if the problem cannot be solved at the first level
• An explanation and, if necessary, a suggestion for improvement is presented to the complainant (= complaints management officer).
• The consent of the complainant (= complaints management officer) is obtained from the complaint processing.
• If necessary, changes are made to the working methods or communication within the team.
• The entire process is documented and stored to process similar complaints in a standardized manner but still individually and to prevent similar incidents.
• All employees can potentially be responsible
• The processing of the complaint takes place without culpable hesitation and should not exceed five working days.

2. on working hours or working relationships

• The recipient of the complaint informs the responsible person (= person responsible for the complaint) about the complaint.
• An internal exchange of information about the facts of the case is sought
• Information about the facts of the case is collected
• The cause of the complaint is discussed
• If necessary, the facts of the case and the relevant measures are reported to management
• An explanation and, if necessary, a suggestion for improvement is presented to the complainant (= complaints management representative)
• The complainant's (= complaints management officer's) consent to the processing of the complaint is obtained.
• If necessary, changes are made to the working methods or communication within the team.
• The entire process is documented and stored to process similar complaints in a standardized manner but still individually and to prevent similar incidents.
• All employees can potentially be responsible
• The processing of the complaint takes place without culpable hesitation and should not exceed five working days.

3. To third parties

• The recipient of the complaint informs the responsible person (= person responsible for the complaint) about the complaint.
• An exchange of information about the facts of the case is sought both internally and externally.
• Information about the facts of the case is collected
• The cause of the complaint is discussed
• If necessary, the facts and the relevant measures are reported to management
• An explanation and, if necessary, a suggestion for improvement is presented to the complainant (= complaints management officer).
• The complainant (= complaints management officer) is asked to agree to the complaint being processed, or at least to take note of it.
• If necessary, changes are made to the working methods or communication within the team.
• The entire process is documented and stored to process similar complaints in a standardized manner but still individually and to prevent similar occurrences
• All employees can potentially be responsible
• The processing of the complaint takes place without culpable hesitation and should not exceed five working days.

IV. Complaints from others

1. From national authorities

• The recipient of the complaint informs the responsible person (= person responsible for the complaint) about the complaint.
• An exchange of information about the facts of the case is sought both internally and externally.
• Information about the facts of the case is collected
• The cause of the complaint is discussed
• If necessary, the facts and the relevant measures are reported to management
• An explanation and, if necessary, a suggestion for improvement is presented to the complainant (= complaints management officer).
• The complainant's (= complaints management officer's) consent to the processing of the complaint is obtained.
• If necessary, changes are made to the working methods or communication within the team.
• The entire process is documented and stored to process similar complaints in a standardized manner but still individually and to prevent similar incidents.
• Measures must also have an external effect
• All employees can potentially be responsible
• The complaint is processed without undue delay and should not take longer than five working days.

2. From international authorities

• The recipient of the complaint informs the responsible person (= person responsible for the complaint) about the complaint.
• An exchange of information about the facts of the case is sought both internally and externally.
• Information about the facts of the case is collected
• The cause of the complaint is discussed
• If necessary, the facts and the relevant measures are reported to management
• An explanation and, if necessary, a suggestion for improvement is presented to the complainant (= complaints management officer).
• The complainant's (= complaints management officer's) consent to the processing of the complaint is obtained.
• If necessary, changes are made to the working methods or communication within the team.
• The entire process is documented and stored to process similar complaints in a standardized manner but still individually and to prevent similar incidents.
• Measures must also have an external effect
• All employees can potentially be responsible
• The complaint is processed without undue delay and should not take longer than five working days.

All contact persons

Mr. Ulrich Bramkamp
Managing Director
phone: +49 172 66 30 036
eMail: complaint@ds-crewing-services.de

Mrs. Isil Gürsoy
Managing Director
phone: +49 172 13 35 762
eMail: complaint@ds-crewing-services.de

Mrs. Asiye Gürsoy
Office Manager
phone: +49 160 59 97 209
eMail: complaint@ds-crewing-services.de

Mr. Jens Harnekrad
Key Account Manager
phone: +49 171 64 39 092
eMail: complaint@ds-crewing-services.de

Mrs. Maike Heuer
Office Manager
phone: +49 160 59 97 063
eMail: complaint@ds-crewing-services.de

Mr. Tobias Köhn
Operations Manager
phone: +49 172 42 23 080
eMail: complaint@ds-crewing-services.de

Mr. Henry Octobre
Owner’s Representative
phone: +639275543825
eMail: complaint@ds-crewing-services.de

Rev.: 2024-01 / effective: 02-2024