Frequently Asked Questions (FAQ)

What's the difference between the different types of Information Points?

There are different types of information points run by different agencies. While individual agencies may have their own information or feedback points relating to their own services, Site Management agencies and UNHCR Protection maintain general information points for all services in the camp. On this Help Site, we will only provide details of information points run by Site Management agencies and by UNHCR Protection. All of the information points provide a similar service, so you can freely approach whichever is easiest for you. You can also call the UNHCR Helpline 16670 no matter which camp you are in.

In UNHCR-managed camps (Camps 1E, 1W, 2E, 2W, 3, 4, 4X, 5, 6, 7, 17, 21, 26, 27, KRC, NRC and Bhasan Char), you can find Complaints, Feedback and Response Mechanism (CFRM) desks managed by the Site Management agency (BRAC, ActionAid and ACTED). The CFRM desks are usually found in or near the CiC office in the camp.

In IOM-managed camps (Camps 8E, 8W, 9, 10, 11, 12, 13, 14, 15, 16, 20, 20X, 22, 24 and 25), you can find Feedback and Information Centres (FIC), run by IOM and different partners.

In camps 1E, 2W, 3, 4, 5, 6, 7, 10, 11, 12, 15, 16, 17, 21, 22, 26, 27 and Bhasan Char, you can find Information Service Centres (ISC), which are managed by UNHCR Community-Based Protection (CBP) partners.

Find here a directory of all the information points here.

What can I call the UNHCR Helpline 16670 for?

You can contact 16670 for all questions, feedback or complaints, whether they are protection issues or humanitarian assistance programmes. However, for some issues, the Helpline may advise you to approach an information point in person if necessary (e.g. if you need to present documents in person).

I have called the UNHCR Helpline 16670 but I can't get through. What should I do?

UNHCR Helpline 16670 works 7 days a week from 8 am to 10 pm (including holidays). Sometimes you may face challenges getting through because of the high volume of calls. If this happens to you, please wait for some time and call back. Alternatively, you can also leave a recorded message.  Helpline staff will review the call and if needed, we will call you back for further information.

I have complained several times about the services provided, but I do not see any improvement in the way certain services are delivered. Why is that?

There are several processes involved in management of complaints and feedback about services, and in delivering different services. Some services take some time to deliver, and there may be several steps involved. For example, an issue about a damaged shelter will require shelter assessment, verification and CiC approval among others.

These measures have been put in place to ensure efficient management or resources and to make sure that those most in need receive services first.

Some services are also only provided periodically, for example improvements to infrastructure, and therefore you may have to wait until the next scheduled maintenance or implementation period. Unfortunately, sometimes it is also the case that improvements cannot be made in the foreseeable future due to lack of resources or logistical barriers.

How will UNHCR respond to my feedback? Will I receive an individual response?

UNHCR responds to feedback in three ways:

  1. directly to the individual who raised the feedback i.e., via phone or home visit based on the contact details you have provided;
  2. to the whole community through community messaging; and
  3. through taking action by making immediate obvious changes to address the feedback e. g, fixing latrine doors if the feedback was about broken doors. Those who choose to receive individual response will be reached within 28 days.

I have a sensitive issue to report. How do I know my information will be kept confidential?

In line with our Data Protection framework, UNHCR applies organizational, administrative, physical and technical safeguards and procedures to protect your personal data, including against unauthorized access, processing and against accidental loss, alteration, damage or destruction.

Only authorized and trained UNHCR (and partner, if you report your concern to a partner) personnel will be involved in the processing of your information.

Your information will be kept confidential, meaning it will only be shared with the people within UNHCR (and partner, if you report your concern to a partner) who need to access the information to respond to your issue.

Your personal data will be kept confidential and not be shared with any third parties beyond those described above without your consent.

See also:

Information, Complaints and Feedback Points | Reporting Fraud and Other Misconduct | Reporting Sexual Exploitation and Abuse