Frequently Asked Questions

We encourage anyone to report an incident, including staff, patients and caregivers, providers, partners, consultants, or community members.

You can report any suspicion or incidents of inappropriate behavior, interpersonal abuse, or abuse of resources, involving MSF staff and representatives that represent a breach of the MSF behavioral commitments.

Access to your report is restricted to a small, trained team dedicated to handling such sensitive cases, and all data is stored securely with strict privacy policies in place. We are committed to a strict need-to-know basis and to keep your identity confidential. Your safety and privacy are our top priorities.

• Acknowledgment of the receipt of your report as soon as possible.
• A member of the case management team may contact you via the secure inbox in case of questions or if additional information is needed. This assessment will help decide what is the best course of action to address your concern and protection needs.
• The course of action depends on informed consent, risk assessment, and other elements. Which may include a fact-finding process, mediation, managerial recommendations, and other general recommendations.
• For data protection reasons, the outcome and result of the case will only be communicated to those directly involved.

The acknowledgment of the receipt of your complaint will be done automatically. Do not consider this message as confirmation of a future investigation. The person responsible will reach out to you as soon as possible, usually within one week.

MSF encourages and reviews all complaints made in good faith, even when the information later proves incomplete or unconfirmed. Good faith reporters are never penalised for raising concerns. If, however, a complaint is found to have been made intentionally and maliciously, MSF may take appropriate disciplinary or legal action.

This Inbox allows you to check for updates and communicate safely with the Safeguarding Unit, including responding to any follow‑up questions. All communication will be via the secure inbox on this platform by default. You will be asked to choose a password, and you will receive an automatically generated Case ID number at the end of the online reporting process.

With these login details, you can access your secure Inbox on the reporting platform.

If you choose to remain anonymous, the secure inbox is the only way the Safeguarding Unit can communicate with you. Please keep your Case ID and password safely secured so that you have access to the secure inbox.

Please keep your login details carefully. The login details cannot be reset, and you will have to resubmit the report.

MSF is committed to ensuring an abuse-free environment and preventing harm caused by our activities. Your complaint or report will allow us to address inappropriate behaviour and prevent it from reoccurring.  

Depending on the type of misconduct and the severity of the situation, a proportionate sanction and/or other administrative measures may be applied.