Launch of Online Self-service Portal

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Please be informed that: 

  • On 8 May 2024, UNHCR is launching an online self-service portal for refugees and asylum-seekers in Indonesia.  
  • Refugees and asylum-seekers who create their account in the self-service portal can:  
  • Update your contact details  
  • Access your information registered in the UNHCR database 
  • Submit requests for new registration.    
  • Additional services will be added to the portal in the coming months. 
  • To create an account, refugees and asylum-seekers will receive an invitation link from UNHCR after verifying their personal information with UNHCR staff.  UNHCR will roll this out in different locations in Indonesia gradually and will inform refugees and asylum-seekers when we are in your location. 
  • Please do not submit a KOBO inquiry form to request self-service portal account creation. UNHCR will contact all refugees and asylum-seekers in Indonesia gradually and will not be able to accommodate individual requests. You will be contacted again if you missed an earlier invitation from UNHCR for verification and account creation.  
  • Please visit the UNHCR HELP website for detailed information on the online self-service portal: https://help.unhcr.org/indonesia.  

UNHCR Indonesia Communication Channels 

KOBO inquiry form: unh.cr/62c2a30b5  

  • UNHCR will only respond to actionable queries (registration related inquiries and inquiries for technical troubleshooting with the online self-service portal), queries we have not previously addressed, and queries that are not addressed on the UNHCR HELP website. UNHCR will not respond to queries around your RSD status, resettlement status, or resettlement opportunities. If there are any updates to share with you in relation to your status, UNHCR will contact you directly. 
  • You should not submit the KOBO inquiry form if you are experiencing an emergency or need an immediate response. In these situations, please use the hotlines for a more rapid response.    

Hotlines   

Jakarta/surrounding areas  

  • UNHCR Legal Protection Hotline:              0811 9840 643 
  • CWS Hotline (Health Emergency):             0811 8161 511 
  • CRS Hotline (GBV/Child Protection):        0811 9670 250 
  • CRS Hotline (Socio Economic Assistance): 0811 1499 871 

Field locations  

  • Tanjung Pinang & Batam:             0811 8544 233 ([email protected])  
  • Pekanbaru:                                    0811 8544 232 ([email protected])  
  • Medan:                                          0811 8544 231 ([email protected])  
  • Makassar/Bali/East Java:              0811 9629 257 ([email protected])  
  • Aceh:                                             0811 1936 9063 

Please note that Hotline numbers are reserved solely for the designated purposes, i.e., life-threatening medical cases, GBV/Child Protection, security, legal protection issues.   

Information on UNHCR’s processes, assistance, and services, as well as answers to most of the queries UNHCR regularly receives from refugees, is available on the UNHCR Indonesia HELP site.  Please seek information here first:  https://help.unhcr.org/indonesia/ 

All services provided by UNHCR, and partners are free of charge. If you have witnessed fraud or corruption, or if you have been asked for money or anything else in exchange for UNHCR services, please report to:  UNHCR Inspector General’s Office: [email protected], +41227398844