Complaints and Grievances

Raising a Concern with PSS

Power of Sultan Security Services and Private Guards Ltd (PSS) is committed to lawful, ethical and professional conduct across all our activities.

We provide an accessible, fair and transparent process through which individuals and organisations affected by PSS operations can raise a complaint or grievance.

Every complaint is treated seriously, assessed impartially and handled as confidentially as possible. PSS prohibits retaliation against anyone who raises a genuine concern in good faith.

Complaints may be submitted in Arabic or English.

Our Commitments

The PSS complaints and grievance process is guided by the following principles:

Accessible

Complaints can be submitted through several channels and may be made in Arabic or English.

Transparent

We explain how complaints are received, assessed, investigated and resolved.

Confidential

Information is protected and only shared with people who have a legitimate need to assess, investigate or resolve the complaint.

Fair and Impartial

Complaints are assessed objectively and investigations are based on the available facts and evidence.

Non-Retaliatory

PSS does not tolerate intimidation, discrimination or retaliation against anyone who raises a genuine concern in good faith.

Focused on Remedy

Where a complaint is upheld, PSS will take proportionate action to address the issue and prevent it from happening again.

Who Can Submit a Complaint?

The complaints and grievance process is available to:

• Clients and client personnel;

• Employees and contractors;

• Suppliers and subcontractors;

• Local communities;

• Government representatives;

• Members of the public; and

• Any other person or organisation affected by PSS activities.

You do not need to be a PSS employee or client to raise a complaint.

What Can Be Reported?

A complaint or grievance may relate to:

• The conduct of PSS personnel;

• Use of force or firearms;

• Human-rights concerns;

• Discrimination or harassment;

• Health and safety concerns;

• Environmental impacts;

• Property damage;

• Community disturbance;

• Labour or working conditions;

• Operational misconduct;

• Service quality or performance;

• Unethical behaviour;

• Breaches of PSS policies or procedures; or

• Regulatory or legal non-compliance.

This list is not exhaustive. If you have been affected by PSS activities and believe something has gone wrong, you may submit a complaint for assessment.

How to Submit a Complaint

By Email

Send complaints and grievances to:

grievance@pss217.com

By Telephone

Contact the PSS 24/7 Operations Line:

+964 (0) 775 021 7217

Through the Website

Complete and submit the complaints form below.

Button: Submit a Complaint

In Writing or in Person

Complaints may be delivered to:

Power of Sultan Security Services and Private Guards Ltd
Karada Street 52, District 904
Alley 80, House 1/6
Baghdad, Iraq

Through a PSS Site Supervisor

Where PSS is operating at a client or project location, a complaint may be submitted through the relevant PSS site supervisor.

Other Contact Channels

General enquiries: info@pss217.com
Urgent operational matters: ops@pss217.com

Complaints should preferably be submitted directly to grievance@pss217.com so they can be formally registered and managed through the correct process.

Anonymous and Confidential Complaints

You may submit a complaint confidentially or anonymously where legally permitted.

If you report anonymously, please provide as much information as possible. PSS may be unable to request clarification or communicate the outcome if no contact details are provided.

Providing your identity will not affect the fair and impartial handling of your complaint.

Information to Include

To help us assess and investigate your complaint, please provide:

• Your name and contact details, unless reporting anonymously;

• Your relationship to PSS;

• The date and location of the incident;

• A clear description of what happened;

• Names or positions of the people involved, if known;

• Details of any witnesses;

• Supporting documents, photographs or other evidence;

• Any action already taken to resolve the issue; and

• The outcome or resolution you are seeking.

A complaint will not be rejected simply because some information is unavailable.

What Happens After You Submit a Complaint?

1. Receipt and Registration

Your complaint will be recorded in the PSS Complaints and Grievance Register and assigned a case reference number.

Where contact details have been provided, PSS will acknowledge receipt within three working days.

2. Initial Assessment

The complaint will be assessed to establish:

• The nature and seriousness of the concern;

• Whether immediate action is required;

• Whether there is a potential human-rights impact;

• Whether regulatory reporting is necessary;

• Whether the matter requires notification to the appropriate Iraqi authorities; and

• Who should lead the investigation.

Serious or urgent concerns will be escalated immediately.

3. Investigation

Where an investigation is required, it will be conducted fairly, objectively and impartially.

The investigation may include:

• Speaking with the complainant;

• Interviewing relevant personnel and witnesses;

• Reviewing incident reports and operational records;

• Reviewing available CCTV or other evidence;

• Examining personnel or training records; and

• Conducting a site visit.

PSS will seek to complete investigations as promptly as reasonably possible. The time required will depend on the seriousness and complexity of the complaint.

4. Findings and Outcome

After the investigation, PSS will assess the findings and determine an appropriate outcome.

Possible outcomes may include:

• No breach identified;

• Further explanation or clarification;

• Additional training or supervision;

• Corrective or preventive action;

• Disciplinary action;

• Changes to procedures or operational controls;

• Appropriate remedy or compensation where applicable;

• Referral to a client, regulator or authority; or

• Further investigation.

Any remedy will be proportionate to the findings and circumstances of the complaint.

5. Communication

Where contact details have been provided, the outcome will be communicated to the complainant.

Legal, privacy, security or confidentiality requirements may limit the amount of information PSS can disclose about personnel, disciplinary measures or third parties.

Serious Incident Escalation

A complaint will be escalated immediately if it involves:

• Death or serious injury;

• Use of firearms;

• Alleged excessive or unlawful use of force;

• Alleged human-rights abuse;

• Criminal conduct;

• A serious regulatory breach; or

• An immediate risk to people, communities or operations.

PSS will notify the appropriate Iraqi authorities or regulators where required by law.

Appeals

If you are dissatisfied with the outcome, you may submit an appeal within five working days of receiving the decision.

The appeal should explain why you believe the decision should be reviewed and include any additional information or evidence.

Appeals will be considered by a senior manager who was not involved in the original investigation.

Appeals email: grievance@pss217.com

Confidentiality and Data Protection

Complaint information will be securely recorded and accessed only by authorised personnel with a legitimate need to know.

Personal information will be managed in accordance with the PSS Privacy Policy and applicable legal requirements.

PSS may disclose information where required by law, necessary to protect an individual or required for referral to the appropriate authorities.

Protection from Retaliation

PSS strictly prohibits retaliation against anyone who submits or supports a genuine complaint in good faith.

Retaliation may include intimidation, harassment, discrimination, threats, dismissal or other punitive treatment. Any allegation of retaliation will be treated as a serious matter and investigated separately.

This protection applies regardless of whether the original complaint is ultimately upheld.

Monitoring and Continual Improvement

PSS records and monitors complaints to identify recurring issues, emerging risks and opportunities for improvement.

Complaint trends and corrective actions are reviewed by senior management. Lessons learned may result in:

• Changes to operational procedures;

• Additional personnel training;

• Improved supervision;

• Updates to risk assessments;

• Changes to company policies; or

• Strengthened operational controls.

Submit Your Complaint

If you have a concern about PSS personnel, services or activities, please contact us using the dedicated grievance channel or complete the form below.

Email: grievance@pss217.com
24/7 Operations Line: +964 (0) 775 021 7217