REC releases 2006 complaints figures

The Recruitment and Employment Confederation (REC) has completed its overview and analysis of complaints and queries against agencies in 2006.

The annual complaints report compiled by the RECís Professional Standards department highlights specific areas of non-compliance with the REC Code of Practice and identifies the categories of complainants.

In 2006, the Professional Standards team handled 685 enquiries and complaints, an increase of just over 25 per cent in the previous year. Fifty one per cent of these were complaints against members while 26 per cent were against non-members, which were dealt with by providing alternative sources of advice and information. The remaining 23 per cent were general enquiries.

Commenting on the findings of the Annual Complaints report, REC Chief Executive Officer, Marcia Roberts, says: ìThe continued increase in the number of complaints and queries is linked to a much greater awareness of the REC standards function rather than any increase in bad practice.

ìThe overall number of complaints is in fact extremely low when you take into account the overall size of REC membership. The industry is becoming more professional and more accountable. The work of the Professional Standards team has continued to drive the RECís campaign to enhance the perception and standing of the UK recruitment industry.î

Temporary workers continued to be the largest group of complainants, at approximately 50 per cent. However, the last quarter of 2006 showed a sharp rise in the number of complaints from candidates for permanent employment and from clients, two groups who normally have low representation in the complaints figures.

The RECís head of Professional Standards, Claire Walker, says: ìThe RECís Professional Standards function has continued to evolve over recent years and we are seeing a much greater awareness of the REC brand amongst both employers and jobseekers. We will be taking our work to the next stage following the recent appointment of REC assessment officers to complement the RECís complaints function.

ìThe work of the Standards team is also focussing on promoting good practice in order to address some of the common areas of complaint for example with regards to customer service and the lack of an effective internal complaints procedure in many agenciesî.

Some of the key findings of the REC 2006 complaints report were as follows:

The REC expelled three corporate members and one individual member during 2006, and issued one reprimand. Issues that lead to expulsion included failure to pay temporary workers; falsifying work permit applications; failure to co-operate with the REC and failure to respond to allegations of ëgangmasterí activity. Two of these cases were taken up by the REC in response to media coverage alleging misconduct, which has become an increasing area of work in the last year.

The London region had the greatest proportion of complaints with 35 per cent. This region hosts approximately a quarter of all members. The South East region came next with over 10 per cent of the total. The East, North West and West Midlands regions were all at a similar level, with all other regions below six per cent and the North East the lowest at 1.1 per cent.

Thirty six per cent of the total number of complaints related to sector group members, with the highest proportion against IT and Comms at 27 complaints over the year.

Complaints in this sector involved problems with payment, unclear terms and conditions, not receiving contracts, sending CVs without permission, ëpoachingí, unsolicited emails, not being put forward for jobs / being put forward for unsuitable jobs. However, no complaints against IT and Comms members were subject to disciplinary action showing that most problems that arise are able to be resolved through mediation.

In the Medical, Education and Nursing and Social Care sectors, problems relating to the portability of Criminal Records Bureau checks raised a number of complaints. These revealed uncertainty amongst agencies in verifying checks when requested to do so by other employment businesses, with complaints arising from workers when this leads to the loss of an employment opportunity.

Most complaints to the REC about membersí conduct involve some element of dissatisfaction with customer service and the agencyís own complaint handling practices. We have therefore done more this year to help encourage members to handle their own complaints well, through producing written guidance and also providing telephone advice in particular cases.