Caritas Courage – report a complaint

Accountability and transparency are important to us. While we aim to do everything in our power to ensure respect of the Code of Conduct, we recognize that sometimes we may fail to uphold our values and commitments to the expected standard. We hold ourselves and everyone who works for us accountable.

If you have a concern, we invite you to help us tackle unacceptable behavior, so that we can hold perpetrators to account, support victims and survivors and improve how we do things by learning from our mistakes. Please file a concern by sending an e-mail to complaint@caritas.ch.

We would like to hear from you, if you are concerned about any form of abuse, corruption and fraud, or any other behavior that is not in line with our values and standards.

Complaints can be about staff working for Caritas Switzerland, about volunteers or about partner organizations. We encourage you to complain directly to partner organizations but would like to hear from you if the problem cannot be resolved or is very serious in nature.

Please give as accurate and detailed a description of your concern as possible to allow us to investigate effectively.

You can file your complaint anonymously, but we would be grateful if you could provide a means for us to contact you, as this may be helpful for the investigation.

Complaints will always be processed in confidentiality and the complainant will be protected, as long as the complaint is filed in good faith. Deliberately wrong accusations may lead to disciplinary or legal consequences.

All information of a confidential character will be stored safely, and only the staff involved in the investigation will have access on a need to know basis.

The complaint will automatically be sent to the Caritas Courage Core Team, which consists of the Director Human Resources, the Quality Manager Security and the Head of Quality and Risk Management.

If the complaint involves any of these individuals, they will be excluded from the investigation.

The complainant will receive a confirmation of receipt without delay and the Caritas Courage Core Team will ensure that a formal investigation process will be initiated.

The Caritas Courage Core Team will inform the complainant (unless they are anonymous) of the outcome of the investigation within the limits of data protection and privacy requirements.