COMPLAINTS POLICY
A consumer may submit a complaint due to non-conformity of the service provided, an incorrectly charged price or another defect. HR Bulevar accepts complaints through the following channels:
e-mail: jobsserbia@hrbulevar.rs, subject “COMPLAINT”;
by post/in person: Šumatovačka 72, Belgrade;
telephone: +381 61 325 0005
The complaint should preferably include the order number, receipt or other proof of purchase, a description of the issue and the consumer’s request. A lack of a particular form may not be used to avoid accepting a complaint where the statutory elements can be established.
HR Bulevar procedure
1. Without delay, issue a written or electronic acknowledgement of receipt, or the reference number under which the complaint was recorded.
2. Keep a complaints register and retain it for at least two years from the date the complaint was submitted.
3. Respond to the consumer without delay and no later than 8 days after receipt of the complaint.
4. The response shall contain the decision, reasons in the event of rejection, a statement regarding the consumer’s request, and a specific proposed method/deadline for resolution where the complaint is accepted.
5. A complaint concerning a service shall be resolved within the statutory period which, as a rule for this type of service, may not exceed 15 days from submission, subject only to an extension permitted by law and the consumer’s consent.
6. If the complaint is rejected, the consumer shall be informed of the possibility of out-of-court dispute resolution and the competent bodies.
Mandatory visible notice
“HR Bulevar d.o.o. accepts consumer complaints electronically at jobsserbia@hrbulevar.rs, by post or in person at Šumatovačka 72, Belgrade. We provide an acknowledgement/reference number without delay. We respond to complaints no later than eight days after receipt and resolve them within the time limits prescribed by the Consumer Protection Act.”
OUT-OF-COURT CONSUMER DISPUTE RESOLUTION
“In accordance with the Consumer Protection Act, HR Bulevar d.o.o. is required to participate in out-of-court consumer dispute resolution proceedings before the competent body. A consumer may initiate an out-of-court procedure after first submitting a complaint to the trader. The list of bodies and information about the procedure are available through the competent ministry and the national platform for out-of-court consumer dispute resolution.”