Accountability
Complaints & Feedback
ILA is accountable to the people it serves. If our conduct, staff or services fall short, we want to know.
Before you write
If your concern involves sexual exploitation or abuse, the safety of a child, or a person at immediate risk, please telephone ILA rather than sending details by email. Email is not a secure channel. You do not need to describe what happened in your first message — simply ask to speak to the Safeguarding Focal Point and a confidential conversation will be arranged.
How it works
Our commitments to you
Anyone may raise a concern
Clients, community members, staff, partners, contractors and members of the public can all raise a concern about ILA's conduct.
Independent handling
ILA's organogram designates a Complaints & Feedback Mechanism Officer and a Safeguarding Focal Point (PSEA) who report outside the programme management line.
Protection from retaliation
ILA's whistleblowing standards protect people who raise concerns in good faith from retaliation.
Confidentiality
Concerns are handled confidentially. Information is shared only with those who need it to act on the concern.
ILA’s full complaints, whistleblowing and safeguarding policy documents will be published in the accountability centre once cleared for public release.
How to raise a concern
ILA does not collect complaints through a web form, so that no one is invited to enter sensitive information into an unsecured page. Please use one of the routes below.
By telephone — preferred
By email
legalaid4southsudan@gmail.comMark your message confidential. Do not include sensitive details in a first email.
In person
Customs Business AreaAlong Main Highway, Opp Dr. John Garang MausoleumJuba, Central Equatoria StateRepublic of South Sudan