UNHCR complaints mechanism

UNHCR provides a trusting, respectful and inclusive environment in which the people we serve feel safe, heard and empowered to speak up for themselves and others, and to take strong and visible action, as appropriate, to eliminate sexual misconduct and/or exploitation and abuse by UN staff.

Anyone who has concerns or suspicions about possible sexual misconduct, exploitation and abuse by a UNHCR staff member, UN staff member or any person with a link to the UN (e.g. staff of an NGO partner of UNHCR), regardless of their position, should report such concerns.

Below we provide some information on what to do if you, or someone you know, faces or has faced any type of misconduct and/or sexual exploitation and abuse by UN workers.

What is misconduct?

All UN staff members are required to comply with the UN Staff Rules and Regulations. Misconduct is defined as a staff member’s failure to comply with these rules.

Possible misconduct may include:

  • Sexual exploitation and sexual abuse of persons of interest;
  • Fraud (e.g. forgery of a document);
  • Corruption (e.g. accepting money from refugees or others);
  • Theft and embezzlement (e.g. stealing equipment or money);
  • Harassment;
  • Assaults, threats or retaliation;
  • Acts or behavior that discredits UNHCR;
  • Failure to comply with local laws.

UNHCR and partner organization staff are strictly prohibited from:

  • Engaging in any sexual conduct with another person in exchange for money, employment, preferential treatment, goods or services;
  • Engaging in any sexual conduct with a person under the age of 18;
  • Engaging in any sexual conduct with those for whom services are provided and for whom there is a protection mandate; Engaging in any sexual practice that is humiliating, degrading or exploitative.

At UNHCR, we take allegations of sexual exploitation and abuse very seriously.

We will investigate them independently and confidentially, and steps will be taken to prevent their recurrence.

You can report it to a UNHCR office or partner organization anywhere and they will listen to you and follow up on your report.

Your safety will always be considered when following up on a complaint or allegation.

The person you report to will be able to advise you and help you with any support you may need for assistance.

Investigations will be carried out by an independent person and action will be taken against service providers if they are found to have engaged in inappropriate behavior.

What is sexual exploitation and abuse?

Sexual exploitation and abuse occurs when humanitarian workers abuse their positions of power or the trust of refugees, asylum seekers, or migrants to obtain sexual relations or favors.

Offering money, shelter, food, or other goods or services to anyone in a vulnerable situation in exchange for sexual relations or sexual favors is sexual exploitation.

The threat, use of force, or intimidation to engage in sexual relations or to obtain sexual favors from anyone in a position of unequal power is sexual abuse.

How to recognize a victim of sexual exploitation or abuse?

You or someone you know:

  • Have you been forced or asked to exchange sex or engage in any sexual activity in exchange for assistance, food, shelter, money, or other assistance?
  • Have you been coerced by someone from UNHCR or a partner organization into engaging in sexual activity or any other sexual activity?
  • Have you been threatened by someone from UNHCR or a partner organization into engaging in sexual activity or any other sexual activity?
  • Do you know, or are you a person under the age of 18, who has engaged in or been asked to engage in sexual activity of any kind with someone from UNHCR or a partner organization?

If you answered yes to any of the above questions, you or someone you know may be a victim of sexual exploitation and abuse – report it!

When reporting, please describe in detail the information you have about the incident, including: What happened, who committed the possible act, where and when it happened? Be as detailed as possible.

How to submit a complaint or grievance?

  • You have the right to file a complaint or report in person, anonymously, or on behalf of another person.
  • You can inform a trusted person at UNHCR or a partner organization that you wish to file a report of sexual exploitation and abuse, and a staff member will contact you to follow up.
  • You can email [email protected]
  • UNHCR’s Boa Vista Suggestion Box is also available at [email protected]
  • You can submit your complaint in one of the complaint/suggestion boxes at UNHCR offices, partners, or shelters.
  • You can contact the Office of the Inspector General (OIG) directly at UNHCR Headquarters in Geneva, Switzerland.
    Email: [email protected]
    Private Fax: (+41 22) 739 7380
    Online form: https://www.unhcr.org/igo-complaints.html

Remember:

  • Your report will be CONFIDENTIAL.
  • Your safety will always be taken into account when reporting.
  • Reporting an incident or raising concerns will NOT prevent you from receiving help and support, nor will it hinder the provision of services.
  • The person to whom you report, or whoever receives the report, will be able to advise and assist you with any immediate safety, security, health, and legal needs. Remember to leave your contact information.
  • If the investigation establishes the facts, serious disciplinary action will be taken against the offender.