UNHCR Complaint Procedure

How to Report Misconduct by UNHCR, the United Nations, or an Associated Worker

UNHCR provides a trusting, respectful, and inclusive environment where the people we serve should feel safe, heard, equipped, and empowered to speak up for themselves and others, and to take strong and visible action, as appropriate, to eradicate misconduct or sexual exploitation and abuse by UN workers.

Anyone with concerns or suspicions about potential misconduct, sexual exploitation, and abuse by a UNHCR staff member, a United Nations staff member, or anyone with a contractual link to the United Nations (e.g., NGO staff), regardless of their position, must report such concerns.

What is misconduct?

All United Nations staff members are subject to the United Nations Staff Rules and Regulations. Misconduct is defined as the failure of a staff member to comply with these rules and regulations.

Potential misconduct may include:

  • Sexual exploitation and abuse of persons of concern;
  • Fraud (e.g., forgery of a document);
  • Corruption (e.g., receiving money from refugees or others);
  • Theft and embezzlement (e.g., stealing equipment or money);
  • Harassment;
  • Assault, threats, or retaliation;
  • Acts or behaviors that would discredit UNHCR;
  • Non-compliance with local laws.

What is sexual exploitation and abuse?

Our position is clear and has been reiterated by our High Commissioner on several occasions: inappropriate sexual conduct is unjustifiable and must be eradicated from UNHCR operations.

Sexual exploitation and abuse affect persons of concern.
Sexual exploitation is defined as the actual or attempted abuse of someone’s position of vulnerability (such as a person who relies on you to survive, for food rations, schoolbooks, transportation, or other services), differential power, or trust, to obtain sexual favors, including but not limited to offering money or other social, economic, or political advantages. It includes trafficking and prostitution.
Sexual abuse means the actual or threatened physical intrusion of a sexual nature, whether by force or under unequal or coercive conditions. It includes sexual slavery, pornography, child abuse, and sexual assault.

UNHCR is aware of the enormous challenges survivors of sexual exploitation or abuse face in coming forward and the deep professional and personal considerations, even fears, that may prevent them from doing so.

UNHCR strives to address concerns by ensuring that reporting mechanisms are known, accessible, and reliable, and that victims who report inappropriate sexual conduct feel safe and protected. UNHCR takes a survivor-centered approach that places the rights and protection of victims, survivors, and those directly affected at the heart of our actions. Actions include enhancing reporting experiences, providing better medical and psychosocial support, strengthening our policies, and developing additional protection measures for those who have experienced or witnessed such abuses.

How to Report Misconduct or Sexual Exploitation and Abuse?

Reports of misconduct by a UNHCR official, a United Nations official, or anyone with a contractual link to the United Nations (e.g., NGO staff) can be submitted directly to the UNHCR Inspector General’s Office (IGO).

Strict confidentiality standards, as well as other procedural safeguards, apply to investigations carried out by the Inspector General’s Office. The IGO safeguards the confidentiality of the identity of the person or entity from whom it receives a report of possible misconduct.

How to Contact the IGO to Report UNHCR or Associated Personnel Misconduct

Mark all mail as CONFIDENTIAL.

Note: Phone and fax numbers are not toll-free; local or long-distance charges apply.

All communication with the IGO is kept confidential.

Additional Information

You can find more information on how to report misconduct and the role of the Inspector General’s Office here.

If you wish to organize a confidential meeting to discuss misconduct directly with the UNHCR office in Aruba, please contact us via email: [email protected]. This email is only accessible by the Head of Office in Aruba.

Reports can be submitted anonymously, and your report will be handled discreetly and kept strictly confidential.

How to Report External Fraud?

What is external fraud?

Fraud is any act aimed at intentionally deceiving another to obtain a benefit. External fraud is committed by a person not associated with the United Nations, UNHCR, or UNHCR partners.

All UNHCR services are free. Do not trust anyone or any organization requesting payment for UNHCR or its partners’ services.

If you are asked for money or any other form of favor, including sexual favors, report this to UNHCR immediately.

Please note that any UNHCR service offered to you in exchange for money is fraudulent. For genuine information about UNHCR’s work and services in Aruba and Curaçao, visit the UNHCR help page or contact UNHCR through the help line at +297-732-0006.

Report fraudsters offering resettlement, financial assistance, false documents, or fake claims in exchange for money or other favors. These offers may be made in person or via social media platforms such as Facebook, WhatsApp, and Instagram.

Remember, UNHCR services are free!

How to Report an External Fraud Case?

  1. Send an email to: [email protected]
  2. Call us on our helpline: +297-732-0006
  3. Submit a written report to our suggestion box located at the UNHCR office in Aruba.

If submitting a complaint by email or suggestion box, the complaint should include the following information:

  1. Type of fraudulent activity.
  2. Who committed the alleged violation? Do you know if anyone else was involved? Provide full names, positions, and the organization, if possible.
  3. When and where did the incident(s) occur?
    Include dates and times, if possible.

You can submit a report anonymously. Your report will be handled discreetly and kept strictly confidential.

Comments and Suggestions on Services Provided by UNHCR Aruba/Curaçao

UNHCR Aruba/Curaçao and its partners continuously aim to improve services and communication with the community. Your suggestions and feedback on our services and communications are valuable in helping us improve and maintain quality services and communications. You can submit suggestions, feedback, or complaints regarding services provided by UNHCR or its partners to the UNHCR office in Aruba/Curaçao.

How Can I Submit a Suggestion or Comment?

a) Send an email to: [email protected]
b) Call us on the UNHCR help line: +297-732-0006c) Submit your suggestions and complaints to the suggestion box located at the UNHCR office in Aruba/Curaçao.