FAQs ACTED TRANSPARENCY LINE
Part 1 - Raising an alert via Acted’s Transparency Line
Part 2 - Privacy, protection and anonymity
Part 3 - Following up on your alert
Part 4 - General guidelines on Acted investigations
Questions Answers #1 – Raising an alert via Acted’s Transparency Line
1. Is the Acted Transparency Line my only way to raise an alert?
No. The Transparency Line platform (https://transparency.acted.org/) is the preferred channel, but you may also: · write to transparency@acted.org ; · if you are a beneficiary or a vulnerable person, use Acted’s feedback and complaints mechanism available in your area; · if you are a staff member, report to your line manager if you feel comfortable doing so. You can always raise an alert directly through the platform or the email address above, without going through your hierarchy.
2. Who can raise an alert and under what conditions?
Any issue related to suspected or confirmed fraud, child protection concerns, or sexual exploitation, abuse or harassment (SEAH) connected to Acted’s activities (or those of its partners, suppliers, or any other third party operating on behalf of or in relation to Acted). If you are not sure whether the facts fall within this scope, you can still raise an alert.
DEFINITIONS:
- Fraud, theft, and corruption: dishonest conduct that consists of seeking, soliciting, accepting, or receiving – directly or indirectly – all unjustified payment, gift, or benefit for having undertaken, or, alternatively, for having abstained from professional obligations.
- Sexual exploitation, abuse, and harassment: Sexual exploitation, abuse, and harassment (SEAH) refers to any inappropriate conduct of a sexual nature committed by humanitarian workers against recipients of assistance or members from the community. It includes, but is not limited to: sexual assault, solicitation of sexual favours, or unwelcome sexual advances.
- Child protection concerns: Any situation of neglect or abuse resulting in the actual or potential harm to a child’s health, survival, development, or dignity. A child is a person under 18 years of age.
4. Who will receive my alert?
All alerts are received and handled by Acted’s Transparency, Compliance and Investigations (TCI) Department, based at HQ. Once an alert is submitted:
1. Reception and recording: the alert is securely logged by the TCI Department.
2. Initial assessment: a first review is carried out to evaluate the credibility and clarity of the information provided.
3. Decision: based on this review, the TCI Department may:
- forward the alert to the relevant Acted department (e.g. HR, Logistics, Programmes),
- request additional details or clarifications from the reporter,
- or open an internal investigation.
4. Investigation set-up (if applicable): an investigation team is appointed. In some cases, external experts may be engaged to strengthen independence and credibility.
Throughout this process, the alert is managed in strict confidentiality and on a “need-to-know” basis.
Please note: not all reports result in a formal investigation. If you have identified yourself, a reviewing official may contact you for further information. However, if you are not contacted, it does not mean that your report is not being reviewed or investigated.
5. What happens after an investigation?
The TCI Department is responsible for carrying out investigations and establishing the facts. However, there is a clear distinction of roles: the TCI Department investigates but does not make disciplinary or contractual decisions.
At the end of the investigation:
1. Findings: the TCI Department determines whether a breach of Acted’s Code of Conduct or policies has been confirmed.
2. Transmission: the findings are shared with the Country Director and the relevant departments, depending on the subject of the report:
- Acted staff member → HR and Country Director.
- Supplier → Logistics and Country Director.
- Partner → Programmes and Country Director.
- Third party (partners, external organization) → the information may be shared with the concerned entity, with the reporter’s consent.
3. Decisions: the competent departments are responsible for disciplinary, contractual or corrective measures.
4. Prevention: the Country Director may also implement mitigation measures to prevent further risk.
This system ensures impartiality and proper handling of reports.
6. What to expect after transmitting a report / alert to the Transparency Line ?
You may receive an acknowledgment confirming receipt of your report. The TCI Team will then review your submission for relevance and completeness.
Please note that not all reports result in an investigation, and the team may need to request additional information if necessary—particularly if you have identified yourself.
However, if you are not contacted, this does not mean your report is being ignored or not reviewed.
Important: The Transparency Line does not provide updates or information about actions taken in response to submitted reports, in order to maintain confidentiality and protect the integrity of the process.
#2 - Privacy, protection and anonymity
7. As the, how am I protected?
Acted has put in place several guarantees to protect the reporter and any person concerned by a report:
1. Confidentiality of personal data: your identity will not be disclosed without your consent, unless required by law or a judicial/administrative authority. Data is processed in line with Acted’s internal policies and data protection regulations.
2. Security and confidentiality: Acted applies the principle of “need-to-know”: only authorised persons directly involved in handling the report may access the information.
3. Protection from retaliation: Acted ensures protection of the reporter: no sanction, disciplinary measure, legal action or retaliation can result from a valid report. This protection applies even if the report, made in good faith, later proves unfounded or is closed without action.
4. Support: depending on the nature and impact of the report, Acted may provide medical, psychosocial or other forms of support.
These guarantees aim to ensure reporters can raise concerns safely, without fear of retaliation, and in a confidential environment.
8. Can I choose to issue my alert anonymously?
Yes, you may choose to submit your alert to the Acted Transparency Line anonymously. However, please be aware that not providing your name or appropriate contact information may limit Acted's ability to fully investigate the allegation(s). It also prevents further communication between you and the Transparency and Compliance Investigation (TCI) Team, which may result in the complaint being closed without further action.
9. How is the confidentiality of my alert guaranteed?
Your report will be handled with the utmost confidentiality. Acted applies strict measures to protect the confidentiality of the reporter and the people concerned. This protection is based on several principles:
1. Confidentiality of information: your personal data and any identifying information will only be shared with your consent, unless legally required. Reports are handled in line with Acted’s Code of Conduct and internal policies.
2. Limited access: management of reports follows the “need-to-know” principle: only authorised persons directly involved may access the information.
3. Sanctions: any breach of confidentiality rules may lead to disciplinary measures.
4. Limits of communication: to preserve confidentiality and comply with legal obligations, Acted cannot share details or updates on actions taken following your report.
All ACTED organizational policies and the Code of Conduct are available here.
10. If I decide to reveal my identity, when will my personal data be deleted?
Data may be kept until the end of an investigation or procedure, until the statute of limitations has expired, or until all avenues of appeal have been exhausted. Your data will not be kept longer than necessary.
#3 - Following up on your alert
11. How can I follow up on my report?
You will be contacted, if necessary, using the contact details you provided (email address or phone number). If you did not provide any contact details, follow-up may be limited.
12. Will I be informed of the outcome of my report?
You may receive an acknowledgment confirming that your report has been received. The TCI Team will review your submission for relevance and completeness. If you have identified yourself, a reviewing official may contact you for additional information.
However, not all reports result in an investigation, and if you are not contacted, this does not mean your report is not being reviewed.
For confidentiality, privacy, and legal reasons, you will not necessarily be informed of the outcome or specific measures taken in response to your report. This is to protect the integrity of the process and the individuals involved
#4 – General guidelines on Acted investigations
13. Should I try to gather more information myself before making a report?
No. Reporters should not investigate on their own. Only submit the information you already have. It is the responsibility of the TCI Department to verify the facts. Carrying out your own investigation could put you or others at risk and compromise the inquiry.
14. Someone came to me to report an issue related to Acted. What should I do?
1. Direct the person to the official reporting mechanisms (Acted Transparency Line : https://transparency.acted.org , email transparency@acted.org ).
2. If the reporter cannot use these channels (illiteracy, lack of network, etc.), you may write down the report on their behalf and submit it.
3. If the reporter is a beneficiary or a vulnerable person, guide them towards Acted’s complaints and response mechanism. In all cases, make sure to include the reporter’s contact details to allow proper follow-up.
15. I have doubts, and the FAQ did not answer my questions. What should I do?
Even if you are not certain of all the facts, you may still submit your report as long as it is made in good faith. Even a partial or incomplete report can be useful. The TCI Department will review it and may respond to your questions.