Every complaint is taken seriously. JOJUVI is committed to investigating all reports fairly and transparently — with full protection for the worker at all times.
We investigate all worker-related concerns across the following categories.
Any form of physical harm, threats, or intimidation by an employer or household member.
Verbal abuse, constant humiliation, isolation, or emotional manipulation by the employer.
Salary not paid on time, illegal deductions made, or wages withheld without cause.
Personal phone, passport, or identification documents held or withheld by the employer.
Inadequate sleeping arrangements, denial of food, or unhygienic accommodation.
Work scope, hours, or duties that differ materially from the signed employment contract.
Worker moved to a different employer or household without knowledge or written consent.
Concerns about JOJUVI staff conduct, recruitment fees, or handling of your documentation.
Every complaint follows a defined, transparent resolution process with clear timelines.
Submit your complaint via the form below, WhatsApp, phone, or in-person at our Kampala office.
You receive a complaint reference number and initial response from a coordinator.
A dedicated welfare officer investigates through direct contact with parties involved.
We communicate findings, take corrective action, and escalate to embassy if needed.
A follow-up is conducted to confirm the issue is resolved and the worker is safe.
Response times vary by severity. Critical cases receive immediate intervention.
| Complaint Type | Priority Level | Initial Response | Target Resolution | Escalation |
|---|---|---|---|---|
| Physical Abuse / Immediate Danger | Critical | Immediately | Same Day | Embassy + Police |
| Psychological Abuse / Harassment | Critical | Within 4 Hours | 2–3 Business Days | Embassy Notified |
| Passport / Phone Confiscation | High | Within 12 Hours | 3–5 Business Days | Embassy if Unresolved |
| Unpaid / Withheld Salary | High | Within 24 Hours | 7 Business Days | Ministry of Labour |
| Contract Violation / Overwork | Medium | Within 48 Hours | 10 Business Days | Employer Warning |
| Unsafe Living / Food Conditions | Medium | Within 48 Hours | 7 Business Days | Employer Review |
| Unauthorised Employer Transfer | Medium | Within 48 Hours | 10 Business Days | Contract Review |
| Complaint Against JOJUVI Staff | Standard | Within 24 Hours | 14 Business Days | Internal Review Board |
All submissions are treated with strict confidentiality. You may also submit anonymously.
Every worker placed by JOJUVI is entitled to these fundamental protections — regardless of employer, country, or contract terms.
You have the right to use your personal phone at all times. No employer can legally confiscate your phone, block your calls, or restrict contact with your family or the Ugandan Embassy.
Your passport, work permit, and all identity documents belong to you. Confiscating them is illegal under both Ugandan and GCC law and constitutes a serious labour violation.
You must be paid your full agreed salary monthly, with no illegal deductions. You have the right to a personal bank account and exclusive access to your own card.
You are entitled to at least 9 hours of rest daily and one day off per week. Excessive working hours or continuous on-call duty without rest is prohibited.
You must receive adequate food, clean sleeping arrangements, and a private space. Unsafe or inhumane living conditions must be reported immediately.
You have the right to report any issue to JOJUVI, the Ugandan Embassy, or GCC labour authorities without fear of punishment, termination, or retaliation.
You can also report an issue by phone, WhatsApp, email, or by visiting our Kampala office in person. No appointment is needed for urgent cases.