How to Submit a Complaint or Raise a Concern
Anyone affected by our activities can submit a complaint, including participants, team members, partners, suppliers, local organizations and members of host communities. You can raise a concern about our services, accommodation, project activities, health or safety, discriminatory behaviour, human rights or environmental impacts.
To submit a complaint, email info@freepackers.com, addressed to Anaëlle Audebaud, using the subject line “Complaint”. Please provide details of the facts, location, dates and people involved, and attach any relevant supporting information. Providing your email address allows us to keep you informed of the progress of your complaint.
Complaints are handled by Anaëlle Audebaud, Project Coordinator and an employee of Realstep. She is also the designated escalation contact. If your complaint concerns her directly, challenges a decision she has made herself, or involves a conflict of interest, please contact Nicolas Blanc, Partnerships Manager, at nicolas@freepackers.com.
We will acknowledge receipt of your complaint within a maximum of one business day. Where possible, complaints will be resolved within five business days of receiving all the information necessary to investigate the matter. Complex cases may require additional time. In such cases, we will explain any further information required, any interim measures taken and the expected timeframe for a final response. We will keep you regularly informed of the progress of your complaint and of any changes to this timeframe.
The final response will be provided in writing. It will outline the checks carried out, the measures taken, the proposed resolution and any follow-up actions. If you disagree with the response, you may request a review by Anaëlle Audebaud, Project Coordinator, at info@freepackers.com, using the subject line “Appeal — Complaint”. If she made the decision being challenged or has a conflict of interest, the review will be handled by Nicolas Blanc, Partnerships Manager, at nicolas@freepackers.com.
We handle complaints confidentially and limit the sharing of information to those who need it to investigate the matter. We protect anyone who raises a concern in good faith from sanctions, discrimination, intimidation, harassment and retaliation. Please report any retaliation through the same channel or directly to the designated escalation contact. Using our complaints procedure does not limit your right to contact the relevant authorities.
In the event of an immediate danger, contact the local emergency services first and your local support contact.
Download the approved and signed procedure (PDF, in English)