Our Feedback and Complaint Mechanism is a formalised mechanism to give victims and witnesses of misconduct by Biovision Foundation or its partner organisations a chance to report cases, and for Biovision to deal with these complaints in a structured manner. Complaints are an expression of dissatisfaction or discontent about misconduct in the frame of Biovision’s and its partner organizations’ programmatic work.
What to report
A complaint is a specific grievance from anyone who has been negatively affected by an organisation’s action or who believes that an organisation has failed to meet a stated commitment. Complaints can be on cases such as fraud, theft, corruption, bribery, abuse of power, bullying, harassment, violence, child abuse, sexual exploitation, etc. The integrity line shall only be used for cases that relate to the programmatic work of Biovision and its partners. Any complaints not related to programmatic work are therefore not covered.
The integrity line shall not be used as emergency service. Staff of Biovision or its partners or third parties shall not use this reporting procedure to report an immediate threat of life, health or property since the reporting system is not designed to receive and handle such information.
Who can report
Any member of the communities where Biovision Foundation and its partners work, such as project participants, local authorities, private sector actors, Biovision or partner organisation staff, and others in contact with Biovision’s activities.
How to report a complaint
To report a complaint, please follow this link.
What happens with a complaint
A feedback or complaint can be filed via the “Biovision Integrity Line”, directly through the normal reporting lines or any other channel.
If a report is filed, Biovision’s Integrity Officer will assess the case, categorise it and decide how to handle it. All complaints received will be logged into a special case management system provided by an independent provider. It will be decided if the reported case requires further review and investigation. Upon submitting a report, the reporting person will receive a confirmation of receipt. The reporter may be approached for additional information.
Depending on the nature, urgency, and potential impact of the suspected misconduct, outside investigation experts can be engaged to assist in the investigation.
While the particular circumstances of each complaint may require different investigation steps, all investigations will be conducted:
- in an independent and fair manner,
- with respect to all parties involved,
- in accordance with applicable laws and principles and
- as quickly and efficiently as the circumstances permit.
Based on the findings of the investigation and if the concern is well-founded, appropriate measures will be taken and implemented where necessary.
At the conclusion of the process and as much as is possible, the reporter will be informed of the progress or overall findings, i.e. whether or not there is misconduct and follow-up measures have been taken. But Biovision also may not be able to give the reporter full details of the outcome of a case and actions taken for reasons of confidentiality, privacy and the legal rights of all concerned. After closing of the case, all files will be stored protected in the Biovision Integrity Line System.
Confidentiality & Anonymity
Because speaking up is important and of great value to Biovision, the reporter will be protected to the extent legally possible. Biovision is committed to protecting the privacy of everyone involved. Biovision will do everything to safeguard personal data from unauthorized access and processing. Biovision encourages all reporters to reveal their identity, but anonymous reporting is available where not legally restricted.
