Grievance Policy

Respect • Fairness • Transparency

Arcfyre Group is committed to protecting the rights, dignity, and safety of all stakeholders involved in or affected by our operations.
This Grievance Portal provides a secure and accessible way for employees, contractors, partners, and community stakeholders to raise concerns related to our conduct, service, operations, or human rights impacts.

This policy is operated in accordance with:

  • ISO 18788:2015 – Private Security Operations Management System
  • All applicable labour, employment, and human rights legislation in South Africa and in every jurisdiction in which Arcfyre conducts operations
  • Arcfyre’s commitment to ethical, responsible, and transparent business practices

What Is a Grievance?

A grievance is any expression of dissatisfaction, concern, or allegation relating to:

  • Conduct of Arcfyre personnel, contractors, or supervisors
  • Security operations impacting people, property, or rights
  • Human rights concerns
  • Professional behaviour or service delivery
  • Privacy or data protection (POPIA) issues
  • Treatment of employees or contractors
  • Community concerns relating to our presence or activities

You do not need to provide evidence upfront — simply raise the concern and we will investigate.

Our Commitment to You

✔ Fair, Respectful, and Unbiased Handling

Every concern is assessed and handled by trained personnel, in accordance with ISO 18788 and applicable legislation.

✔ Zero Tolerance for Retaliation

No complainant, witness, or participant in a grievance process will face intimidation, punishment, or negative consequences.

✔ Confidentiality Protected

All information is handled in accordance with the Protection of Personal Information Act (POPIA).
Your identity will only be shared if required by law or if you authorise it.

✔ Access for All Stakeholders

We ensure the mechanism is accessible to employees, contractors, clients, affected communities, and any stakeholder impacted by our operations.

How to Raise a Grievance

You may use any of the following channels to submit a complaint:

📧 Email: complaints@arcfyre.com

📞 24/7/365 Telephone: +27 11 794 9502

🏢 In Person: Visit any Arcfyre office or speak directly to a site supervisor / site manager

All complaints may be submitted verbally or in writing, in any language reasonably practicable

What Happens After You Submit a Grievance?

  1. Intake & Registration
  • Your complaint is logged in the Grievance Register within 24 business hours.
  • You receive an acknowledgement within 1 business day, or immediately if safety is at risk.
  • A unique case reference number is assigned.
  1. Risk Assessment & Triage

The Case Officer screens the complaint to identify:

  • Human rights risks
  • Safety threats
  • Urgent impacts
  • Possible criminal conduct
    If needed, immediate protective measures are taken, and matters may be referred to SAPS.
  1. Confidentiality & Data Protection

Your personal information is protected under POPIA, stored securely, and restricted to authorised personnel only.

  1. Independent Investigation

An Investigator develops a full investigation plan, which may include:

  • Interviews
  • Site visits
  • Evidence review (CCTV, logs, reports)
  • Assessment against ISO standards, law, and contractual requirements

The accused party is given the right to respond.

  1. Updates to Complainant

We provide progress updates at least every 5 days, unless limited by law or safety.

  1. Findings & Corrective Action

Outcomes may include:

  • Remedial action
  • Disciplinary measures
  • Training or coaching
  • Operational changes
  • Referral to PSIRA or SAPS when required

You will be informed of the outcome subject to legal and privacy limitations.

  1. Appeals

If dissatisfied, you may request an internal review by a senior manager who was not previously involved.

  1. Closure & Learning

Once actions are complete and verified, the case is closed.

Lessons learned contribute to training and continuous improvement.

Your Rights

As a complainant, you have the right to:
✓ Be treated with dignity and respect
✓ Submit a grievance without fear of retaliation
✓ Have your complaint investigated impartially
✓ Receive timely updates
✓ Request an appeal or review
✓ Confidentiality and data protection under POPIA

Speak to Us — We Are Here to Listen

If you believe that you, your community, or any stakeholder has been adversely affected by Arcfyre operations, we strongly encourage you to raise a concern.

Your grievance enables us to improve, protect rights, and uphold the highest standards of conduct.