Reporting channels, safeguarding and giving feedback

Whether you wish to report a violation of CBM’s Code of Conduct, a safeguarding incident or irregularity you noticed; or voice a concern, complaint, compliment or suggestion; there is a safe and secure avenue for you to do so.

CBM has three main reporting mechanisms available to everyone: a safeguarding process, a whistle-blower system as well as a feedback and complaints mechanism.

Safeguarding children and adults-at-risk

The 8-year-old boy from southwest Tanzania has bilateral cataract.

Safeguarding children and adults-at-risk is a core commitment of CBM. CBM and our partner organisations are responsible to uphold the protection of all persons who place their trust in us, particularly those most vulnerable to abuse.

Safeguarding children and adults-at-risk is a core commitment of CBM.

Approximately 80% of our global programs serve children – most of whom are children with or at risk of disability. Children with disabilities are three to four times more likely to be victims of violence than are their peers without disabilities1. Adults with disabilities are at a 1.5 times higher risk of violence than non-disabled adults, and those with mental illnesses are particularly vulnerable2. In view of this increased risk for children and adults with disabilities, adherence to our safeguarding policy is key.

CBM requires that all staff and representatives (contractors, consultants, visitors, goodwill ambassadors, etc.) understand, sign and adhere to the Safeguarding Policy and Safeguarding Behavior Code. CBM also has a Code of Conduct that stipulates acceptable and unacceptable behavior of employees and third parties.

CBM requires partner organisations to have their own child safeguarding policies and procedures in place.

In case you would like more information about how CBM keeps children and adults-at-risk safe, or have a concern or feedback in relation to safeguarding, contact us at safeguarding(at)cbm(dot)org

About our feedback and complaints mechanism

The feedback and complaints mechanism is available for concerns, complaints, compliments or suggestions about the standards of service provided by CBM, its staff, volunteers or anyone directly involved in programme delivery. This system is not anonymous, but all complaints are treated as highly confidential. Cases will be registered with a number so that follow-up and confidentiality is ensured. For investigation of sensitive matters, only the relevant persons will be involved with the consent of the complainant. The complainant could also request not to inform a certain person/group of persons.

We welcome and value all feedback. Send us your concerns, complaints, suggestions or compliments about our work.

1. By filling this Feedback Form

2. By email: FeedbackProgramme(at)cbm(dot)org

3. By post:
CBM-International
Programme Department
Attn: CBM Feedback Manager
Stubenwald-Allee 5
64625 Bensheim, Germany

Please indicate your full name, relationship to CBM and contact information. If you want to state a grievance or dissatisfaction, please include as much information as possible (such as who, where, when, and what). CBM understands that discretion is essential and maintains confidentiality of your information.

CBM aims to respond to all feedback within three working days and to resolve all complaints within one month of receipt. The outcomes will be analysed to identify systemic problems and potential improvements of CBM's work. CBM is committed to using the feedback received for learning and continuous improvement.

To learn more about our feedback mechanism, please see our ‘Programme Feedback and Complaints Policy’.

Please direct feedback about CBM fundraising to the respective CBM Member Association.

For general questions about CBM, please email contact(at)cbm(dot)org.

Report a safeguarding incident

Anonymously report through the whistle-blower system

Anyone can report a safeguarding incident to CBM. Report a suspected, witnessed or disclosed incident by first writing an email to safeguarding(at)cbm(dot)org to begin the safeguarding process.

If you need to remain anonymous, then you may report the safeguarding incident through the whistle-blower system.

Report through the whistle-blower system

Confidential information regarding criminal offences, ethical misconduct or complaints pertaining to auditing, can be submitted in English, French, Spanish and German. The whistle-blower system ensures the highest possible data security and anonymity through a dedicated web application.

When to use the whistle-blower system

When serious issues arise, CBM staff, partners and people we work with have recourse to the whistle-blower system, which is an anonymous mechanism for reporting unacceptable conduct.

The diversion of resources or misuse of power for personal gain compromises CBM's core values and our accountability towards our beneficiaries, their communities and our donors around the world. CBM does not accept—nor tolerate—corruption nor fraud.

CBM is determined to operate in an honest and transparent manner and aspires to operate to best practice standards and complies with all relevant laws in all the jurisdictions in which we operate.

Anyone (including CBM partners and people we work with and serve) can use the whistle-blower system to report an incident they witnessed without fear of retribution.

Download and read our CBM Safeguarding Policy 2023

CBM Safeguarding Policy 2023
pdf, 3.0MB, Accessible
The purpose of this safeguarding policy is to regulate how CBM’s programmes, operations, and representatives work, so that the children and adults it comes into contact with are not abused, neglected, or harmed in any way.
Download