Report abuse and misconduct

The United Nations defines misconduct as “any failure by a staff member to comply with his or her obligations under the Charter of the United Nations, the Staff Regulations and Staff Rules or other administrative issuances, or to observe the standards of conduct expected of an international civil servant.” Fraud, corruption and sexual exploitation and abuse are considered misconduct, whether by UNHCR personnel or partner staff. 

  • What is fraud? Fraud is any act where someone tricks and misleads another person to obtain an undeserved personal benefit, such as money.  
  • What is corruption? Corruption is offering, giving, receiving, or soliciting (directly or indirectly) anything of value to influence the actions of another party improperly. 
  • What is sexual exploitation? Sexual exploitation is any actual or attempted abuse of any position of vulnerability, for sexual purposes. Sexual exploitation and abuse are unacceptable behaviour and prohibited for all United Nations and NGO partners’ staff members. 

How do I complain about fraud or corruption committed by UNHCR or its partners’ staff? 

If you are aware of, or have concerns or suspicions about, a possible case of misconduct related to UNHCR, please report this directly to the Inspector General’s Office (IGO) at UNHCR Headquarters: 

All communication with the IGO is kept confidential.  

Complaint and feedback procedures in Bosnia and Herzegovina

  • The Service for Foreigners’ Affairs provides an internal complaint mechanism for reporting misconduct or irregularities involving staff members. If you wish to submit a complaint, you can use the official Complaint Submission Form (“Obrazac za podnošenje pritužbe”), available on the Service’s website. The form, along with detailed instructions, can be downloaded here:
    Complaint Form – SPS. Once submitted, the complaint is forwarded to the Internal Control Office at the Service’s headquarters in Sarajevo for review.
  • For residents of Temporary Reception Centres: 
    • Complaints boxes are placed in prominent locations in TRCs –forms are available in Arabic, Farsi, Urdu, and English.  
    • In-person complaints can be made to any staff or organization working in the TRCs. 
  • For residents of the Asylum Center Delijaš, in accordance with the Rulebook on Functioning Standards of the Centre for Reception and Accommodation of Asylum-seekers Delijaš, complaints can be addressed to the Head of the Sector Department. The Assistant Minister of the Ministry of Security will be notified, and all allegations will be examined in detail. If found to be justified, appropriate measures will be taken.
  • For residents of in the Refugee Centre Salakovac, the Management of the centre can be approached directly.
  • If you believe your rights have been violated or you have experienced unfair treatment by public authorities or other institutions, you have the right to submit a complaint to the Institution of Human Rights Ombudsman of Bosnia and Herzegovina. This is an independent body responsible for investigating cases of discrimination, human rights violations, and abuse of power. Complaints can be submitted in writing, by email, or in person. The official complaint form in English is available for download here: https://ombudsmen.gov.ba/documents/obmudsmen_doc2018031212420940eng.pdf.
    The Ombudsman Institution handles complaints independently and confidentially and may issue recommendations to relevant authorities to address any identified violations. Submitting a complaint is free of charge and does not require legal representation. However, if you need assistance with the process, you can contact the Association Vaša Prava for support.
  • For asylum-seekers and refugees residing in private accommodation, complaint or feedback can be sent directly to UNHCR through the following contact details: 
    Tel.: 387 33 666 160
    Email: [email protected]
    Address: UNITIC Building, Fra Andjela Zvizdovica 1, 71000 Sarajevo