What is the purpose of this hotline?
GEMS has decided to act pro-actively in addressing unethical behaviour, theft, fraud or misconduct.
The GEMS Hotline, has been established with the aim to enhance an honest work ethic and simultaneously provide employees, members and providers with a mechanism to bring any unethical business practices to the attention of management.
The hotline operates 24 hours a day, 365 days per year.
Is the hotline number toll free?
The number is toll free if you call from a Telkom phone (including public phones) within South Africa. Calls made from cell-phones will be charged at the service provider rates. Calls made from outside South Africa will be charged at the applicable international call rates.
It is as simple as dialling 0800 21 22 02 (within the borders of South Africa) Or +27 12 543 5469 (from other countries).
Can I call the hotline to query my statement or seek advice?
This hotline is available to you for the purposes of reporting unethical behaviour, theft, fraud or misconduct. If you have any queries on these matters you may contact the hotline, where one of the friendly and experienced agents will assist you, or refer you to the correct number.
The GEMS Hotline cannot provide medical advice or details regarding your medical statements. Such queries should be referred to your service providers or the GEMS Call Centre for all services (registered members and potential members) on 0860 004 367.
Other Helpful Numbers:
Are the calls recorded (why)?
Yes, our calls are recorded in order to ensure the accuracy of the reports we send to GEMS for investigation. These recordings are used for internal purposes only and are not forwarded with the reports to GEMS.
Do I have to give my name?
No, you do not have to reveal your name or any of your details. It is important to remember though that in some cases (for example where you are personally affected) you may be encouraged to provide your personal details.
These are your options:
If I give my name, will my details be revealed to GEMS or any of the persons I reported?
No, your personal details will not be revealed to GEMS investigators if you request that your report be submitted anonymously (even though you give the hotline your name). Remember: If you are hesitant about giving your personal details, it is better to remain anonymous.
Why do the agents not give their names?
The agents do not provide their personal details for the following reasons:
Why do I receive a reference number?
You will receive a reference number for every new report you make with the hotline. This reference number is yours alone (do not give it to someone else to follow up on your report) to protect your identity. The reference number also helps you to add information to your original report and to call for feedback (where applicable).
Will I receive feedback?
Yes, except in instances where GEMS is prohibited (by law or internal policy) to provide certain confidential information.
Will someone call me with feedback?
This will depend on whether you choose to make your report anonymously.
Feedback will either be provided through the hotline (where you call the hotline back with your reference number) or directly to you the caller (if you gave your name and contact details).
Why do the agents ask me questions?
Agents sometimes ask questions to ensure that we obtain all the information necessary for GEMS to investigate your report. Callers often have valuable information of which they are not aware, and our agents are trained to guide you as the caller through the reporting process.
What happens to the information I provide?
The information you provide is typed into a report, which is securely passed to GEMS investigators for further action.
Will my report be investigated?
Yes, GEMS is committed to acting pro-actively in addressing unethical behaviour, theft, fraud or misconduct. All cases received via the GEMS hotline are forwarded to the GEMS investigators for investigation.
How long will the investigation take?
Investigation periods differ, as each report is treated individually. The hotline agent will give you a reference number and advise you on when to call back for feedback. Remember you can use your reference number at any time to call the hotline and provide additional information.
Can I personally meet with someone to give my report?
No, GEMS has made this hotline available to you for reporting incidents of concern. Investigators will receive the information you provide via the hotline and will investigate accordingly. You may use the hotline and the reference number you receive to add information as often as you wish. You are welcome to provide your personal details for a GEMS investigator to contact you if necessary.
Are there other ways of reporting (besides calling the hotline)?
Yes, you may also use the following reporting mechanisms:
If you prefer not to call the GEMS Fraud line, you can always post the details to:
Fraud Service Manager
PO Box 21076
Alternatively, you can send an email to firstname.lastname@example.org, but keep in mind that using this medium could compromise your anonymity, if it is your wish to remain anonymous.
Always remember to get a reference number when you make a report with the hotline and keep your reference number safe for future use (you will need the reference number to add information and to obtain feedback on your initial report).