The ICoCA receives complaints from individuals or their representatives on alleged violations of the Code. The ICoCA Complaints process supports and oversees companies’ responsibility to provide fair and accessible grievance procedures, and facilitates access to effective remedies to address claims alleging violations of the Code.


Members voted to adopt the procedures to process complaints at the General Assembly in September 2016. 

Registering a Complaint


Who can complain


Any affected individual or representative can file a complaint. The Complainant may be, for example:


  • a community affected by an ICoCA Member company’s activities
  • employees or their trade union
  • a non-government organisation (NGO)



When a complaint can be made


You can make a complaint if:



This Code includes a broad range of principles for the responsible conduct of private security services as well as management and governance of a private security company, including rules on:


  • the use of force,
  • the prohibition of torture and other cruel, inhuman or degrading treatment or punishment,
  • sexual violence,
  • human trafficking,
  • slavery and forced labor,
  • child labor,
  • discrimination,
  • apprehending and detaining individuals,
  • inclusion of the Code in management policy,
  • the selection and vetting of personnel and subcontractors,
  • training of personnel,
  • management of weapons and other materiel of war,
  • the working environment and harassment,
  • incident reporting, and
  • the establishment of a fair and accessible grievance mechanism offering effective remedies.



How to file a complaint


To file a complaint with the ICoCA, please:


1. Prepare the complaint and relevant supporting material 


2. Fill in one of the following complaints forms: 



Complaint process


The Article 13 Procedure on receiving and processing complaints sets out what happens at each stage of the process.


This includes the following main stages:


  • ICoCA will review the complaint received and check whether the conditions are met and the information is complete; 
  • If ICoCA has not received all information needed, it will return the complaint to the Complainant and explain the reasons. The Complainant can correct and re-submit the complaint;
  • Once ICoCA has received all information needed and accepted a complaint for processing, it will write a confirmation to the Complainant. This includes information about confidentiality rules, the timelines and process;
  • ICoCA will then assess if its Member company’s grievance mechanism could be a viable path and whether any other fair and accessible grievance mechanisms are available to the Complainant that may offer an effective remedy.





Within 30 days[1] of receiving a complaint accepted for processing, the ICoCA will inform the Complainant whether or not the company’s mechanism is assessed to be viable and the next steps.





For any queries on, or complaints under the Article 13 Procedures,  please:


Write to:
International Code of Conduct for Private Security Service Providers’ Association
7bis, avenue de la Paix
Geneva Switzerland


E-mail to:


Call by phone,  Skype, Viber or WhatsApp 


  • Phone: +41 22 727 07 54  
  • Phone / Viber / WhatsApp: +41 79 440 34 14
  • Skype name: ICoCA Secretariat


Instant message (via sms, WhatsApp or Viber):


  • +41 79 440 34 14



Resources and further guidance


[1] This time may be extended, as required, where the Complainant or his/her representative fails, for good reason, to timely respond to requests from the Secretariat for additional information.



The Complaints Procedure


The ICoCA Procedure for Receiving and Processing Complaints (under Article 13 of the Articles of the Association) is designed to support the development of effective company grievance processes, and to address and support access to remedy for grievances against Member Companies.


There are three basic pathways towards resolution of a complaint alleging violation of the Code of Conduct:


  1. The complainant is directed to a fair and effective grievance mechanism, should the Member Company have one in place and should it be appropriate for the particular complaint;
  2. If there is not an effective grievance mechanism, ICoCA shall offer guidance for its establishment, and, if necessary, shall seek an alternative mechanism (such as mediation or the use of the Association's good offices);
  3. If the complaint involves allegations of criminal activity, and if it has taken place within a competent criminal jurisdiction, the matter will then be reported to the relevant authority for follow up.



Relevant documents