Get an appointment with UNHCR in Addis Ababa

You can access the Digital Request and Complaint System (DRCS):

Online:

  • Connect to https://drcs.unhcr-eth.org/ and take your ticket for an appointment.
  • Request an appointment by using the appointment tab
  • A calendar will open and show available dates.
  • Select your preferred date.
  •  The appointment date is set within 10 working days.

By phone:

  • +251905012823 (If you are in Addis Ababa)
  • from Monday to Friday from 08:30- 17:00 except Friday until 14:00

In case you already have an appointment with UNHCR, you will be requested to come to the UNHCR or partners’ office.

Only those with a valid appointment will be received and attended to by UNHCR, RRS or other partners.

What is a ticket?

When you request a service, you’ll receive a ticket on your preferred channels including short message on your mobile phone. The ticket is used to create appointment, referral until it is closed by UNHCR or RRS when the service is delivered.

How long it will take to solve my ticket?

After submission of your ticket, the average processing time will vary between 5 up to 15 working days. Depending to the service requested, the staff, who is handling your ticket, will either inform you through the phone number or mail address you have provided.

You will either receive the answer to your request or an appointment to discuss you request, in case your request requires physical presence. Please note that depending on the circumstances and nature of your case, it is likely that the processing time may be longer than the average processing time. Due to current huge registration backlog, this may take up to several weeks once the registration services get resumed.

What happens if there is no appointment available?

Even if there are no immediately available appointment slots, you can still request one and the service provider (UNHCR or RRS) will assess the request and support in providing an appointment, if deemed necessary.

Once an appointment is scheduled in relation to your request, an SMS/call or an email is sent to you.

What happens if I miss my appointment date?

If you have set the appointment but you do not show up on the set date and time, you may update your initial ticket and schedule another appointment.

ATTENTION! It is not recommended to open a new ticket.

What should I bring with me on the day of my appointment?

Please bring the original documents of all your available ID documents, as well as other relevant documents. Some examples of documents to bring are:

  • Passport(s)
  • National ID
  • Birth certificate
  • Marriage/divorce certificate(s)
  • Court decision (for name changes/bio data changes)
  • All other available ID documents (military ID, driver’s licenses, other civil documentation)

How can I appeal, if I am not satisfied with the service provided?

In case you are not satisfied with the service provided, you may appeal through the DRCS feedback tab. Your appeal will be escalated to the service manager for review and proposed action.

Do I have to give feedback to UNHCR about the service provided?

Giving feedback is not mandatory, but it is welcomed.

When you give feedback, you assist us and our partners in identifying areas that require improvements, resolving issues, and understanding how the system supports the day-to-day.

You can provide feedback by accessing DRCS and pushing the feedback tab.

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