The complaints contact point operates confidentially. Complaints can be submitted anonymously or pseudonymously.

Important:

• Your complaint is confidential. You can remain anonymous.  
• We review every complaint and discuss possible next steps with you.  
• If desired, we can refer you to another department.  

1. You submit the complaint in writing (online form or email).
2. We will review your report and contact you within three working days if necessary.  
3. Let's clarify together: What solution do you want? What can we do?  
4. Actions & Feedback: We are committed to improvement.  

You can file a complaint:

• (potentially) affected by Trafficking in Human Beings
• Employees of specialised counselling centres, who are members of the KOK
• Staff of the KOK office
• Cooperation partners and other stakeholders

Formal membership in the KOK is not required.
 

Complaints may relate to:

• Staff of the KOK office
• the KOK board
• KOK member organizations
• the online contact point Trafficking in Human Beings
• Processes and structures of the KOK as an organization

Complaints about the following will not be processed:

• Advisory and support services that are not part of the KOK
• Police, authorities or other organizations outside the KOK

Complaints must be submitted in writing. This can be done via the contact form below or by email to beschwerde@kok-buero.deTwo employees of the KOK office have access to the mailbox. 

Telephone inquiries will be accepted, but complaints must subsequently be submitted in writing.

Anonymous reporting is possible. The form allows you to indicate whether you would like to be contacted or receive assistance in finding alternative counselling services.
 

1. Receipt of the complaint

Complaints can be submitted via the form or by email. The complaints mailbox is managed by two staff members of the office.

2. First exam

The office is reviewing the complaint.

The following will be checked:

• whether the facts are comprehensible
• whether follow-up questions are necessary
• who is responsible
• what next steps are possible

3. Next steps

if no contact is desired

If the complainant wishes to remain anonymous or does not want to be contacted, the case will be documented anonymously.

The department that received the complaint will be informed.

if contact is desired

If contact details are available, the office will contact the complainant within three working days.

The following will be clarified:

• Details of the case
• the expectations of the complainant
• possible approaches
• If desired, the KOK will assist you in finding another counselling centre.

4. Clarification of the complaint

The KOK (Commission for Criminal Investigation) reviews the complaint step by step. The aim is to understand the facts and to enable a fair solution.

First, the complainant describes what happened and what they want.

Then the perspective of the office about which the complaint was made is obtained.

If both sides agree, a mediation meeting can take place.

The discussion will take place in person or digitally and will be moderated.

Depending on which body the complaint was made against, the moderation will be carried out by a member of the KOK board or by an external supervisor.

Participation is voluntary.

5. End of the procedure

The appeals process ends:

• at the request of the complainant
• if no further steps are desired
• when a mediation meeting is refused
• after completion one mediation meeting

In the case of pseudonymous complaints, the assignment is made via the email address used or an agreed abbreviation.

6. Documentation and further development

All complaints are documented anonymously. No personal data is stored. 

The evaluation serves to structurally improve the work of the KOK.