Estonian Refugee Council's complaint and feedback mechanism

You can submit feedback or complaints about:

• Program-related concerns, such as unmet commitments, incorrect beneficiary selection, or interference.
• Misconduct by ERC staff, partners, or suppliers, including fraud, bribery, harassment, or improper behavior.
• Threats, security concerns, or unethical behavior affecting ERC programs.

Online: Submit via the ERC complaint form.

1- Select one of the three options above and fill the form. You can choose either to submit the form anonymously or leaving contact information (e.g. name and email address). 

• If you choose anonymously, please make sure to save the Unique Case ID number that is displayed after submission. It will be needed if you want to check status / resolution of your submission. 

2 - After submission, you will receive an automated email (if you chose to leave an email address) confirming the submission. Our team then will work on the submission and send a resolution or ask for more details, if needed. Once there is new information or resolution, our staff will upload this to the submission and you will receive notification via email (if you chose to leave an email address) that the status has changed.

• If you chose anonymously, you can only check the status of your submission or any updates via the Secure Inbox (See Secure Inbox below) using your Unique Case ID Number. 

Alternatively, you can also submit 

• In-person: Speak to an ERC staff member.
• Phone: Call your local ERC office.
• Feedback Boxes: Available in specific locations.

The Secure Inbox  is a secure way you can access the communication related to a specific complaint, feedback or request for information.

All you need to input is your unique ID that was generated and displayed to you after you entered the submission.

1. Receiving and Recording – Complaints can be made in person, in writing, online, or via phone. Sensitive complaints are handled confidentially.
2. Review and Investigation – Each complaint is assessed and investigated by the appropriate ERC staff.
3. Response and Resolution – We aim to provide an initial response within 14 days (3 days for sensitive cases). If the complaint is upheld, corrective action is taken.
4. Confidentiality & Protection – We ensure confidentiality and protection from retaliation.

As a complainant, you have:

• The right to submit a complaint without fear of retaliation.
• The right to confidentiality.
• The right to receive a response within a set timeframe.
• The right to appeal if you are not satisfied with the resolution.

We appreciate your contribution to improving our programs and ensuring accountability. If you have concerns, please don’t hesitate to submit them. Your voice matters.