Complaints & Whistleblower Procedure

Our standards

Global DreamWeb aims to be a transparent organization, providing high-quality service and training. Our procedures are designed to be reliable, transparent and accountable.

Besides that, we never accept inappropriate behavior in or by our organization. A work climate characterized by openness, commitment and trust is essential for Global DreamWeb employees and the entire organization. There is likewise no place for bullying, sexual harassment, aggression or discrimination. That is why all Global DreamWeb’s employees, implementing organizations and service providers are obliged to comply with the legal requirements and abide by the common social norms and values as set out in our Code of Conduct, signed by everyone who works for Hivos, even through partnerships.

Global DreamWeb also seeks to maintain the highest standards of financial management and accountability. We therefore have zero tolerance for any form of corruption, theft, fraud or dishonesty. Global DreamWeb’s Safeguarding and Integrity Policies covers all these issues.

Go to our Safeguarding and Integrity policies


If you feel you are poorly treated by Global DreamWeb, a Global DreamWeb employee, our implementing partners or suppliers, or if you have any other grievance regarding Global DreamWeb or the services we provide, you can file a complaint. This will help us solve each problem, learn from our mistakes and continue to improve our performance. Any suggestions for improvement are also welcome

Go to our Complaints & Whistleblower policies

Please contact:

The Complaints Officer – This person will listen to the complaint and explain the various options that are available. The officer will explain the complaint resolution process and discuss how to proceed, i.e. whether the process should be formal or informal and, if required, who the most appropriate mediator will be for the situation. The final choice of that mediator will be at the employee’s discretion.

For Lebanon: Shahd Kseibi – Phone: +961 76 777 986 – email:

For The Netherlands: Niels Lamers – Phone: +31 616539311 – email:


Alternative Complaint Avenues – If the employee does not feel comfortable approaching the Complaints Officer, Global DreamWeb has made available an alternative coordinator, assigned Board Member

Name: Annette Lechner – Phone: +31 6 363 98 121 – email:


Confidentiality – all complaints will be dealt with in strictest confidence. The Complaints Officer has been advised of the need for this and has agreed to maintain strict confidentiality.


All Global DreamWeb’s employees can anonymously report fraud, corruption or an integrity issue that does not personally affect you, you can use the GDW Whistleblower Procedure. As a whistleblower, you will not always be expected to provide proof of the misconduct. The concern you raise will be investigated by the appropriate persons.

These might relate to:

-Conduct which is an offense or a breach of the law

-Disclosures related to miscarriages of justice

-Health and safety of the public and/or other employees

-Damage to the environment

-Unauthorized use of public funds or other assets

-Possible fraud and corruption

-Neglect or abuse of program beneficiaries

-Other unethical conduct

This policy does not apply to complaints about employment or how you have been treated. For such cases, please refer to the Anti-Discrimination, Bullying, Sexual Harassment, or Complaints Procedures policies based on relevance.

Go to our Complaints & Whistleblower policies

Please contact:

Whistleblower Officer – This person is an external officer who will listen to the issue and explain the various options that are available. The officer will explain the whistleblower resolution process and discuss how to proceed.

  • Name: xxxx