For Eagles Egypt Security
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Purpose of the Policy
Eagles Egypt Security is committed to conducting security operations in a lawful, ethical, and responsible manner that respects human rights and community safety.
This Grievance Policy establishes a clear, accessible, and effective mechanism for individuals and communities in Egypt to raise concerns or complaints related to the Company’s security activities.
This policy is designed in accordance with:
● Egyptian laws and regulations;
● The International Code of Conduct for Private Security Service Providers (ICoCA);
● Oversight and good-practice requirements of the International Code of Conduct Association (ICoCA). -
Scope of the Policy
This policy applies to:
● All administrative and field-deployed employees of the Company;
● Supervisors, managers, and senior leadership;
● Contractors, subcontractors, and consultants acting on behalf of the Company;
● Clients, visitors, and members of the public;
● Local communities affected by the Company’s operations in Egypt.
Grievances may relate to conduct occurring during any Company security activity, whether on client sites, during patrols, access control, crowd management, or incident response activities. -
Commitment to ICoCA Principles
The Company’s grievance mechanism openly adheres to ICoCA effectiveness criteria and is based on the following principles:
● Accessibility:Grievance channels are free of charge, easy to access, and available to all individuals, including community members and vulnerable groups.
● Transparency:The grievance process, timelines, and possible outcomes are clearly explained and communicated.
● Fairness and Impartiality:All grievances are handled objectively, without discrimination, favoritism, or conflict of interest.
● Confidentiality:Personal information is protected in accordance with Egyptian law and shared only on a need-to-know basis.
● Protection from Retaliation:No person will face retaliation for submitting a grievance or participating in an investigation in good faith.
● Timeliness:Grievances are addressed promptly and without unnecessary delay.
● Remedy and Corrective Action:Where grievances are substantiated, appropriate remedies and corrective actions are implemented. -
Definition of a Grievance
A grievance is any concern, complaint, or allegation raised by an individual or group regarding the conduct, actions, or omissions of the Company or its personnel that may affect:
● Personal safety or/and dignity;
● Human rights;
● Lawful treatment;
● Fair and respectful behavior;
● Compliance with Company policies or the ICoCA. -
Grievance recommended content
To support a fair and effective review, a grievance report should include the following information where possible. Lack of any item will not prevent a grievance from being accepted or reviewed.
● Complainant Information
○ Name and contact details (optional)
○ Preferred method of communication
○ Relationship to the incident (e.g., community member, client, employee, visitor).● Incident Details
○ Date and time of the incident
○ Location (site name, area, or description)
○ Description of what happened, in the complainant’s own words.● Persons Involved
○ Names or descriptions of security personnel involved (if known)
○ Names of witnesses or other involved parties (if any).● Nature of the Grievance
○ Type of concern (e.g., misconduct, use of force, harassment, disrespectful behavior, policy violation)
○ Any harm, injury, or damage reported.● Supporting Information (if available)
○ Photographs, videos, documents, or messages
○ Reference numbers (incident reports, case numbers, or prior complaints)● Desired Outcome (Optional)
○ Explanation of what the complainant believes would resolve the grievance(e.g.,explanation,apology, corrective action)● Consent and Confidentiality (Optional)
● Consent to be contacted for further information
● Any confidentiality concerns or safety considerations
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Grievance Submission Channels
Grievances may be submitted through any of the following channels:
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Corrective Actions and Remedies
Where a grievance is substantiated, the Company may implement one or more of the following:
● Disciplinary measures in accordance with Egyptian labor law;
● Additional training, supervision, or reassignment;
● Revision of procedures or security practices;
● Formal apology or acknowledgment, where appropriate; Referral to competent authorities, where legally required. ● In person to a security supervisor or site manager; ● In writing (email, letter, or grievance form); ● By telephone or dedicated grievance hotline (if available); ● Through a community representative or client liaison. Grievances may be submitted anonymously, subject to Egyptian legal requirements and the ability to investigate effectively. All submission channels are free of charge. -
Protection Against Retaliation
The Company strictly prohibits retaliation against any individual who submits a grievance or cooperates in an investigation in good faith.
Any act of retaliation by Company personnel will result in relevant disciplinary action. -
Appeals and Review
If a complainant is not satisfied with the outcome, a request might be submitted for a review within 10 working days of receiving the investigation decision.
Appeals are always reviewed by a different or higher-level authority to ensure independence and fairness. -
Recordkeeping and ICoCA Reporting
● Grievance records are maintained securely and confidentially;
● Data is periodically reviewed to identify trends and systemic risks;
● Aggregated and non-identifying grievance data may be shared with senior management, clients, and ICoCA, as required. -
Awareness and Public Access
● This policy is communicated to all employees and security personnel;
● Training is provided on grievance handling and human rights responsibilities;
● The policy is made available to the public in Arabic and English upon request or through Company communication channels. -
Policy Review
This policy is reviewed at least annually, or sooner if required by:
● Legal changes in Egypt;
● Operational developments;
● Significant incidents;
● ICoCA recommendations or findings. -
Grievance Contact Information
Eagles Egypt Security is committed to ensuring that all individuals and communities in Egypt can easily and safely raise grievances related to the Company’s security activities.
Grievances may be submitted through any of the following contact channels:13.1 Primary Grievance Contact
Addressed to: Grievance Officer / Compliance Officer Eagles Egypt Security
Address: Building number(1-2) , Sheraton area square 1154, Heliopolis, Cairo – Egypt. Location :https://maps.app.goo.gl/FdzuatiZpxESddRB8
Telephone: +201277995645 – +201277995880
Email: grievance@eaglesegypt.com
13.2 Community & Public Submissions
Members of the public and local communities may submit grievances:
● In person at Company offices or security sites;
● By telephone during working hours (9-17 during business working days in Egypt);
● By email or written correspondence;
● Through community representatives or client-appointed focal points.
Assistance will be provided to individuals who require help submitting a grievance due to language, literacy, or other barriers.
13.3 Anonymous Complaints
Anonymous grievances are accepted through email or written submission. While anonymity may limit the ability to provide feedback, all anonymous complaints will be reviewed seriously and handled in accordance with this policy.
13.4 Availability & Cost
● All grievance channels are free of charge;
● No individual is required to use legal representation to submit a grievance;
● Submitting a grievance will not affect access to Company services or security protection or potential employment opportunities.
13.5 External Oversight (ICoCA)
If a grievance relates to serious misconduct or if the complainant believes the grievance has not been handled fairly, they may also raise the concern with the International Code of Conduct Association, which provides independent oversight of member companies.
13.6 Confidentiality Notice
All grievance-related communications are handled confidentially and in accordance with Egyptian law. Information is disclosed only to persons directly involved in addressing the grievance or as required by relevant laws.
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