FAQ

What is the Shell Global Helpline?

The Shell Global Helpline enables Shell employees, contractors and others to raise concerns, dilemmas and questions, or to seek advice on a matter related to compliance with the Shell Code of Conduct (SCoC), Shell General Business Principles(SGBP) or the law, in full confidence and without fear of retaliation. The Shell Global Helpline is available 24 hours a day, 365 days a year via telephone or via internet.

Shell has contracted with NAVEX to administer the Shell Global Helpline. The Shell Global Helpline is hosted on NAVEX’s secure servers and is not part of Shell’s websites or intranets. The Shell Global Helpline telephone numbers are operated by NAVEX.

Can I use the Shell Global Helpline for customer service complaints or enquiries?

This facility is not for customer service complaints or enquiries. If you want to make an enquiry or raise a concern about Customer Service at our retail stations, please click here for contact details of our offices.

How do I report a concern of a potential violation using the website?

1. Select "Report a concern online" on the Shell Global Helpline homepage.
2. Select your location and the location of the alleged misconduct/concern.
3. Select the type of issue that best describes your report topic.
4. Answer the intake questions and describe your concerns as detailed as possible.
5. Record the report key and password for your report, as both are required to follow-up on your report or to review follow-up questions from Shell.

How do I report a concern of a potential violation via telephone?

1. Select "Report a concern via telephone" on the Shell Global Helpline homepage.
2. Select the country you are located in, and the toll-free Helpline number will be displayed.
3. If no dedicated toll-free telephone number is accepted for the selected country, please raise you concern online or alternatively dial the US-number displayed on the right side of the page; please note this number is NOT FREE OF CHARGE.
4. After you dial the Shell Global Helpline number you will hear a recorded message whereby you will be provided with an option to select a language (if applicable) and options from the main menu, including the option to report a concern.
5. If you select the option for reporting a concern, you will be put through to a Communication Specialist from NAVEX, who will ask you a series of questions with respect to the matter you are reporting.
6. At the end of the call, report access information will be provided to you. Please record this information, as this required to follow-up on your report or to review follow-up questions from Shell.

If I report a concern via telephone will my report be confidential?

Yes. You will be asked to provide the same information that you would provide when submitting a web-based report. An interviewer (NAVEX Communication Specialist) will enter your responses in the Shell Global Helpline website. Calls will not be recorded or traced and NAVEX does not store telephone numbers of incoming calls. Web-based and telephone reports have the same security and confidentiality measures applied to them during delivery.

Can I submit a report anonymously?

When reporting a concern to the Shell Global Helpline, you will be asked if you wish to share your identity. Although we encourage you to “Speak Up” freely and share your identity, anonymous reports will be accepted. All reported good faith concerns will be kept confidential, consistent with law and good business practices. Please note that in some locations, anonymous reporting may be restricted by applicable law.

What happens after I submitted a report via the Shell Global Helpline?

Reports received via the Shell Global Helpline will be passed to authorized, dedicated Shell staff, who will review your submission and will determine further action, including referral for investigation by a professional internal investigator. Investigations are fact based, conducted in the strictest confidence and in accordance with the Shell Investigation Principles (confidentiality, impartiality, integrity, competence, timeliness, protection from retaliation).

What if my location is not listed?

If your location is not listed, please select “Other/Not Listed” from the drop-down list on the specific Shell Global Helpline webpage.

What should I do if the telephone number is not working?

If the Shell Global Helpline telephone number you selected is not working, please submit your report online through the Shell Global Helpline website and indicate in the report that the telephone number you selected did not work.

What should I do if I lose my report key or forget the password I created?

Because of the high level of security that is maintained for Helpline reports, if you lose your report key or password, you will be required to submit a new report. Please mention in the new report that it is related to a report you previously submitted.

Will there be follow-up questions from Shell after I submit a report?

Shell may request additional information or clarification after a report is submitted. Therefore, we strongly recommend that reporters regularly return to the Shell Global Helpline website and use the “Follow-Up” section to check for questions.

Continued follow-up on a matter is particularly important for reports submitted anonymously, where we have no other means to communicate with the reporter of the concern. Failure to respond to follow-up questions in a timely manner may prevent an investigation from being initiated or successful.

In order to access the “Follow-Up” section of the Shell Global Helpline, the report key and pin code are required.

How will Shell contact me if I submit an anonymous report?

If a report was submitted anonymously, authorized, specialized staff will communicate with the reporter via the “Follow-Up” section of the Shell Global Helpline.

Therefore, continued follow-up by the reporter is particularly important for reports submitted anonymously, where we have no other means to communicate with the reporter of the concern. Potential follow-up questions from the reporter or additional information can also be submitted via the “Follow-Up” section. In order to access the “Follow-Up” section of the Shell Global Helpline, the report key and pin code are required.

Can I amend or update a report after is has been submitted?

When you file a report via the website or call center, you will receive a report key and you need to select a password. You can then return to the Shell Global Helpline either online using the “Follow-Up” section, or via telephone to access your original report and add more details or updates.

Can I call toll-free from outside Shell?

In countries where toll-free call options are supported, the number can be accessed from any telephone within that location. In some locations mobile connectivity may be limited due to available service options for that location. If toll-free options are not supported, please submit your concern or question via the Shell Global Helpline website, or alternatively use the direct US-number listed on the right side of the “Report a concern via telephone” webpage. Please note that this number is NOT FREE OF CHARGE.

Can I also report my concern of a (potential) violation via a different route than via the Shell Global Helpline?

Yes, alternatively, you may report your concern to a supervisor or line manager, or senior persons e.g., in Human Resources, Finance, Legal or the Shell Ethics & Compliance Office.

What is Shell’s commitment to anonymity and confidentiality?

When reporting a concern to the Shell Global Helpline, you will be asked if you wish to share your identity. Although we encourage you to “Speak Up” freely and share your identity, anonymous reports will be accepted. All reported good faith concerns will be kept confidential, consistent with law and good business practices. Please note that in some locations, anonymous reporting may be restricted by applicable law.

What is Shell’s commitment to non-retaliation?

Shell will not tolerate any form of retaliation directed against anyone who raises a concern in good faith about a possible violation of the Shell Code of Conduct. In fact any act of threat of retaliation will be treated as a serious Code of Conduct violation, and is subject to disciplinary action, including termination of employment.