DRC Grievance Portal

Cross-border grievances are complaints or issues that arise when people cross international borders. These can include human rights violations, unfair treatment, extortion, or other problems encountered at border crossings.

Common examples include harassment, illegal fees, denial of services, discrimination, and other mistreatment at border posts or checkpoints.

You can report any issue or mistreatment experienced at border crossings between Burundi and DRC.

This includes harassment, extortion, discrimination, denial of passage, confiscation of goods, violence, or any other violation of your rights at the border.

Grievances are categorized into several types:

• Harassment - Verbal abuse, intimidation, or threatening behavior
• Extortion - Demands for unofficial payments or bribes
• Discrimination - Unfair treatment based on gender, nationality, or ethnicity
• Confiscation - Illegal seizure of goods or documents
• Excessive Delays - Unreasonable waiting times or denial of passage
• Violence - Physical assault or threats of violence
• Service Denial - Refusal to provide required services or assistance
• Other Issues - Any other mistreatment or rights violations

Reporting grievances helps to:

• Document patterns of abuse and mistreatment
• Hold officials accountable for their actions
• Improve conditions at border crossings for everyone
• Provide evidence for policy changes and reforms
• Protect vulnerable populations including women and small traders

Anyone who has experienced mistreatment at the Burundi-DRC border can report a grievance. This includes traders, travelers, refugees, and any person crossing the border who encounters issues.

You can report a grievance through:

1. Online: Register on the portal and submit your complaint
2. SMS/Text: Send a message to our dedicated number
3. Provide details about what happened
4. Include the location and date of the incident
5. Attach any evidence or documentation if available

SMS reporting is available for those without internet access.

To help us investigate your grievance, please provide:

• The border crossing or location where the incident occurred
• Date and approximate time of the incident
• Type of grievance or mistreatment
• Detailed description of what happened
• Description of the person(s) involved if known
• Names of any witnesses
• Any supporting evidence (photos, documents, etc.)

Yes, reporting a grievance is completely free. The platform is a public service and there are no charges for submitting or tracking your complaint.

Yes, your personal information is kept strictly confidential. Your identity is protected and only authorized officials have access to complainant details. You can choose to remain anonymous if you prefer.

After you submit your report:

1. You receive an acknowledgement that your grievance has been received
2. A focal point reviews and validates your complaint
3. The grievance is forwarded to the relevant authorities
4. Authorities investigate and work to resolve the issue
5. You receive updates on the status of your complaint
6. Once resolved, you are notified of the outcome

Your grievance is handled by a network of institutions:

• Focal Points - Officials responsible for receiving and addressing grievances
• Relevant Authorities - Government bodies responsible for border management
• Partner Organizations - NGOs and international organizations supporting the process

Resolution time varies depending on the nature and complexity of the grievance. Simple cases may be resolved quickly, while more complex issues requiring investigation may take longer. You can track the progress of your complaint at any time.

Once logged in, you can view all your submitted grievances and their current status. Each complaint has a unique reference number. You will also receive SMS or email notifications when there are updates to your complaint.

If you are not satisfied with how your grievance was handled, you can request an escalation. The complaint can be referred to higher authorities for further review. You can also add additional comments or evidence to your existing complaint.

Click the "Register" button on the homepage. Fill in your details including your name, email address, and create a password. You will receive an email with a link to verify your account. Once verified, you can log in and start reporting grievances.

On the login page, click "Forgot Password". Enter your email address and you will receive a link to reset your password. Follow the instructions in the email to create a new password.

The platform is available in multiple languages including French, Kirundi, and Swahili. You can change your language preference using the language selector. Complaints can be submitted in any language.

Yes! You can report grievances via SMS/Text message to our dedicated number. This option is available for those without internet access. Simply send a message describing your grievance and location.