Complaint Management
Safe, confidential reporting and resolution of workplace concerns for our overseas workers
Our Complaint Process
Submit Complaint
Workers can report issues through multiple secure channels including our form, mobile app, or direct WhatsApp line.
Immediate Acknowledgement
System generates a unique case number and sends confirmation via WhatsApp/email within 15 minutes.
Case Assignment
Complaint is routed to the appropriate coordinator based on location and issue type within 24 hours.
Investigation
Coordinator contacts worker within 48 hours to gather details and begin mediation process.
Resolution
Most cases resolved within 7 days. Complex issues may take up to 14 days with regular updates.
Follow-Up
System checks in with worker 30 days after resolution to ensure no recurrence of issues.
Submit a Complaint
Complaint Submission Form
All information is encrypted and protected. Your identity remains confidential.
Other Ways to Report
+254 708 8793836
24/7 text support with quick response
Mobile App
Through eSafe Worker App
Available on iOS and Android
Hotline
+254 800 123456
Staffed 24/7 in Swahili and English
Complaint FAQs
You can report any work-related concerns including: unpaid wages, excessive working hours, safety issues, harassment, contract violations, passport withholding, poor living conditions, or any form of abuse. Our system is designed to handle both urgent and non-urgent matters.
Your identity remains confidential unless you give explicit permission to share it. We handle all complaints discreetly and mediate professionally to resolve issues without retaliation. In cases requiring legal action, we follow local labor protection protocols.
Most complaints are resolved within 7 days. Urgent safety concerns receive immediate attention (within 24 hours). Complex cases may take up to 14 days, but you'll receive daily updates. You can track progress using your case number in our system.
While we encourage sharing contact details for follow-up, our WhatsApp line and mobile app allow completely anonymous reporting. Note that anonymous cases may take longer to investigate without ability to contact you for details.
Need Immediate Assistance?
If you're in immediate danger or need urgent help, contact our 24/7 emergency response team
Call Emergency Hotline Now