Ref: APVIA-POL-001

Complaint Policy

All Policies

Policy Statement

“This policy establishes the framework for receiving, investigating, and resolving complaints made against APVIA Ltd, its directors, employees, agents, or operations in Sierra Leone. It ensures complaints are handled fairly, transparently, and efficiently, with accessible channels for stakeholders to raise concerns without fear of retaliation.”

Core Principles

  • Accessibility: Channels available to all, with local language support
  • Impartiality: Objective, evidence-based investigations free from bias
  • Confidentiality: Identity of complainants and witnesses protected
  • Timeliness: Acknowledgement within 5 working days; prompt resolution
  • Transparency: Complainants informed of progress at key stages
  • Non-retaliation: Protection for those submitting complaints in good faith
  • Continuous improvement: Data analysed to identify systemic issues

Complaint Channels

  • In writing: HR Compliance Director, APVIA Ltd, 91 Fort Street, Freetown
  • Email: info@apvia-sl.com
  • Telephone: 232 73 88 66 22 (Mon-Fri, 8am-5pm)
  • Community drop-boxes at all project sites and regional offices
  • In person at community liaison meetings

Complaint Process

1

Step 1: Complaint submission through any of the available channels

2

Step 2: Acknowledgement within 5 working days

3

Step 3: Initial assessment and categorisation of the complaint

4

Step 4: Investigation by the Grievance Officer or Investigation Panel

5

Step 5: Findings and recommended remedial actions

6

Step 6: Decision and communication of outcome to the complainant

7

Step 7: Implementation of corrective measures

8

Step 8: Follow-up to ensure resolution and satisfaction

Other Policies

Ref: APVIA-QP-001

Quality Policy

African Projects Ventures Investments and Advancement Limited (APVIA Ltd) is committed to achieving and sustaining the highest standards of quality in all our business operations, projects, investments, and advisory services throughout Sierra Leone and across the African continent. We recognise that quality is fundamental to our success, our reputation, and the value we deliver to our clients, stakeholders, and the communities we serve.

Read Policy

Ref: APVIA-HSP-001

Health and Safety Policy

African Projects Ventures Investments and Advancement Limited (APVIA Ltd) is committed to protecting the health, safety, and welfare of all its employees, contractors, clients, visitors, and any other persons who may be affected by its operations in Sierra Leone. We recognise that effective health and safety management is fundamental to our business success and is a core responsibility of management at all levels.

Read Policy

Ref: APVIA-EP-001

Environmental Policy

African Projects Ventures Investments and Advancement Limited (APVIA Ltd) is committed to protecting the environment and promoting sustainable development in all its business operations, projects, and investment activities within Sierra Leone and across the African region. We recognise that our activities as business facilitators, investment promoters, and project developers have the potential to impact the environment, both directly and through the projects and ventures we support.

Read Policy

Ref: APVIA-POL-DP-001

Data Protection GDPR Policy

This policy sets out the commitment of African Projects Ventures Investments and Advancement Limited (APVIA Ltd) operating in Sierra Leone to protecting personal data in accordance with the General Data Protection Regulation (EU GDPR), the Sierra Leone Data Protection Act, 2023, and other applicable international data protection standards.

Read Policy

Ref: APVIA-EDI-001

Equality and Diversity Policy

African Projects Ventures Investments and Advancement Limited (APVIA Ltd) is committed to promoting equality, diversity, and inclusion in all aspects of its operations in Sierra Leone. We believe that a diverse and inclusive workforce strengthens our organisation, enhances our service delivery, and reflects the communities in which we operate.

Read Policy

Ref: APVIA-POL-MS-001

Modern Day Slavery Policy

African Projects Ventures Investments and Advancement Limited (APVIA Ltd) has zero tolerance for modern slavery and human trafficking in any part of our business or supply chains. We are committed to acting ethically and with integrity in all our business dealings and relationships, and to implementing and enforcing effective systems and controls to ensure modern slavery is not taking place anywhere in our business or supply chains.

Read Policy

Ref: APVIA-ABC-001

Anti-Bribery, Non-Corruption & Open-Door Policy

APVIA Ltd conducts all business in Sierra Leone with the highest standards of integrity, transparency, and ethical conduct. This policy summarises three core policies: Anti-Bribery, Non-Corruption, and Open Door. These align with the Anti-Corruption Act 2008 (amended 2019), the United Nations Convention against Corruption (ratified 2004), and the Sierra Leone Corporate Governance Code (2018).

Read Policy

Questions About This Policy?

If you have any questions, please do not hesitate to contact us.

Contact Us