Complaints
How to raise a complaint about ILSI's own conduct or service — separate from reporting a problem with an employer or recruiter.
This page is for complaints about ILSI itself — for example, if you feel a case was handled poorly, a staff member acted unprofessionally, or a service fell short of what your membership promised. If your problem is with an employer or recruiter rather than with ILSI, see Get Help instead.
How to complain
- Contact the ILSI team that handled your case directly, if you are comfortable doing so — many concerns are resolved quickly this way.
- If that is not appropriate or you are not satisfied, submit a formal complaint through your national ILSI office, in writing, with as much detail as possible.
- Your complaint will be acknowledged, logged, and assigned to a staff member who was not involved in the original case.
- ILSI will investigate and respond with a decision, and where appropriate, a remedy or an apology.
- If you remain unsatisfied, you may escalate to the Board of Directors for final internal review.
Complaints involving suspected serious wrongdoing — fraud, corruption, or abuse by ILSI staff or partners — can instead be raised confidentially through our whistleblower channel. No member or member of the public will face any negative consequence for raising a genuine complaint in good faith.
How long it takes
ILSI aims to acknowledge every complaint within a few working days and to provide a substantive response within a reasonable period, though complex cases involving multiple parties or countries can take longer. If your complaint concerns an urgent, ongoing safety issue rather than something that has already happened, please use Get Help so it is treated with the urgency it needs, rather than waiting in the standard complaints queue.
What a good outcome looks like
Not every complaint can end with the outcome the person raising it wanted — for example, ILSI cannot force an employer to act, only support a member's case against one. But every genuine complaint deserves a clear explanation of what was found, what ILSI did or could not do, and why. That standard applies whether the complaint comes from a member, a family member, a government partner, or a member of the public. We treat a well-handled complaint, even one we cannot fully resolve, as a sign the accountability system is working rather than as something to avoid.