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Complaints Management and Internal Investigation Policy

Complaints Statement

IJM is dedicated to the highest ethical and professional standards in our work and in how we address feedback and complaints that arise in our work. Our policy for complaints management and internal investigations involves the following commitments:

  • We endeavor to ensure that this policy is easy to use and is accessible to our beneficiaries, partners, staff, donors, others we work with, and the public.
  • We will be responsive as reasonably able in reviewing feedback and addressing complaints.
  • We make reasonable efforts to ensure the confidentiality of all information related to complaints, including the handling, investigation, and the outcome of complaints.
  • We will treat complaints and investigations in a fair and equitable manner, ensuring objectivity is afforded to all parties.
  • Investigations will be documented, evidence-based, and conducted in a timely manner.
  • Feedback and complaints will be handled in accordance with this policy and closed out effectively and appropriately.
  • Lastly, we are committed to continuous learning to improve accountability, transparency, and our complaints management practices.

IJM’s Promise to You

If there are ways for IJM to improve or if there are issues that must be resolved, please let us know so that we can make efforts to address the situation as quickly as possible. We review all feedback that we receive and address all complaints in accordance with the principles and processes listed above, as well as other relevant IJM policy.

IJM’s Definition of a Complaint

Feedback expressing dissatisfaction concerning any aspect of IJM’s work including, but not limited to its standards of services/actions/lack of actions/work/application of values, missions and/or objectives   of IJM, behavior of IJM staff, criticism of a fundraising campaign/action, concerns over inappropriate use of funds, breaches of organizational practices/procedures by IJM Staff.

Ways to Submit a Complaint

Telephone (Monday to Friday 08:00am - 5:00pm EST): +1 844.422.5878
International Justice Mission, PO Box 2227, Arlington, VA 22202
Confidential / Anonymous Reporting:
Confidential Reporting Form
Safety or Security Concern:
Kaseware Reporting Portal
Sexual Exploitation, Abuse, and Harassment of vulnerable people, such children:

The Complaints Management and Investigation Process

Complaint process

Media Contact

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More Information

Petra Kooman

Director of Marketing and Public Relations
519.679.5030 x.229

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