1. Purpose

Safehire.ai (“The Company”, “we”, “us”, or “our”) is committed to handling customer complaints clearly, fairly, consistently, and respectfully.

The purpose of this Customer Complaints Policy is to explain how customers, prospective customers, partners, and other external parties can raise a complaint with us, and how we will acknowledge, investigate, respond to, and record complaints.

This policy is intended to make our complaints process clear and accessible. It also helps us identify where our services, systems, communication, or processes can be improved.

This Customer Complaints Policy explains the following:

• What we consider to be a customer complaint
• How you can make a complaint
• What information to include
• What happens after you submit a complaint
• How we handle complaints about personal data
• How you can appeal or escalate a complaint
• How we protect confidentiality and personal data during the complaints process.

2. Definitions

In this policy, the following definitions are used:

• Complaint: Any expression of dissatisfaction about Safehire.ai’s services, conduct, communication, systems, processes, or handling of information.
• Complainant: The person or organisation making the complaint.
• Complaint Handler: The person responsible for coordinating the investigation and issuing the written response.
• Data Protection Complaint: A complaint about how Safehire.ai has handled personal information, including access, accuracy, retention, disclosure, security, or use of personal data.
• ICO: The Information Commissioner’s Office, the UK regulator for data protection matters.
• POPIA: The Protection of Personal Information Act, 2013, the South African data protection law.