Information for refugees on UNHCR continuous registration procedures
With the aim to protect the health of refugees and UNHCR staff, and in line with social distancing requirements established by the Government of Jordan, most UNHCR services will continue being carried out remotely by telephone. For quality assurance reasons please note that all UNHCR registration phone calls with refugees are recorded.
- Registration Centres are currently not open and the majority of UNHCR registration activities will be carried out by the telephone;
- Registration Centres, once open, will not provide services on walk in basis;
- Once Registration Centres are open in very exceptional circumstances will refugees be invited to approach UNHCR Registration Centres by appointment only with the number of daily appointments calculated to comply with the rules.
This guidance explains how UNHCR will carry out registration and documentation services by phone call.
Document renewal and adding newborn babies remote registration procedures
If your Asylum Seeker Certificate has expired and/or your family composition has changed UNHCR will contact, you for a remote interview. The process takes place as follows:
Step 1: SMS
You will receive an SMS from UNHCR informing you that a UNHCR staff member will call you to schedule a remote interview. You will also receive a one-time password (OTP) consisting of four digits. To protect yourself from fraudsters, please do not share this password with anyone. Once you receive a call from UNHCR ask UNHCR staff to tell you the password. In this way you will know the caller is a genuine UNHCR staff.
Step 2: Scheduling call
- You will receive an SMS with “UNHCR” credentials informing you that a UNHCR staff member will call you to schedule a remote interview. You will also receive a one-time password consisting of four digits. To protect yourself from fraudsters, please do not share this password with anyone.
- At the beginning of the scheduling call please ask UNHCR staff to share with you a four-digit password. In this way you will know the caller is a genuine UNHCR staff. If it does not match the password you received from UNHCR end the call, and please report it to UNHCR at 06 400 8000. During the scheduling call, all procedures will be explained in detail, and the time that works best for you will be set for the renewal interview phone call.
- Please follow the instructions and have everything ready for your renewal interview phone call.
Step 3: Interview call
- You will receive an SMS with “UNHCR” credentials informing you about the interview date and the name of UNHCR staff member who will call you to conduct a remote interview. You will also receive a one-time password consisting of four digits, specific to the interview call. To protect yourself from fraudsters, please do not share this password with anyone. Once you receive a call from UNHCR ask UNHCR staff to tell you the password. In this way you will know the caller is a genuine UNHCR staff. If it does not match the password you received from UNHCR end the call, and please report it to UNHCR at 064008000.
- Please make sure all registered family members and all passports/identity documents are available and handy.
- In order to confirm the caller’s identity as a UNHCR staff member, (s)he will provide a short introduction. Please ask UNHCR staff to confirm their identity trough sharing with you a four-digit password. If it does not match the password you received from UNHCR end the call, and please report it to UNHCR on 06 400 8000
- Please note all UNHCR services are free of charge. If you have any complaints on issues related to fraud, please send an email to [email protected] . If you have any complaints on the conduct of UNHCR staff, please send an email directly to the head office in Geneva on [email protected].
- UNHCR is working on methodology for safest delivery of Asylum Seeker Certificates to you. As soon as the details are finalized, UNHCR staff will reach out by SMS and inform you when and how delivery will take place. In the meanwhile, if you experience any problem with accessing services or rights because you do not have a valid UNHCR Asylum Seeker Certificate in hand please call the corresponding number to your location of residence: Residents of urban areas (non-camp): 06 400 8000, select the “registration” option and then the “other concerns” option. You will be contacted by a registration staff member within 5 days. Residents of Zaatari Refugee Camp: 0798584478, 0798584541. Residents of Azraq urban & Refugee Camp: 0790349871, 07982231865.
How to request an appointment for adding a newborn baby or for urgent remote document renewal
To request an appointment to add a baby, please contact UNHCR as below:
- Residents of urban areas (non-camp): 06 400 8000, select the “registration” option and then the “appointments option. You will be contacted by a registration staff member within 5 days.
- Residents of Zaatari Refugee Camp: 0798584478, 0798584541
- Residents of Azraq urban & Refugee Camp: 0790349871, 07982231865
You will be contacted by a registration staff member in order to schedule an appointment to remotely add your newborn baby, or to confirm the appointment you may already have.
The process of scheduling the remote interview for adding babies is the same as described under the “remote renewal”.
How to reach Registration Unit through the UNHCR Helpline
If you need to contact the UNHCR Registration unit, please follow the below steps:
- Call 06 400 8000
- Choose the language: for English, press #, for Arabic, wait 5 seconds;
- General welcoming message will play;
- Select option number 2 (General Services Provided by UNHCR);
- Select option number 1 (To Update Your Family’s Information);
- Select option number 1 (General Registration services)
- You will listen to the following automated message: “In line with the Jordanian government’s COVID 19 precautionary measures, including the instruction to conduct remote work and avoid personal contact, UNHCR has temporarily suspended all interviews at the Registration Centres in Amman, Irbid and Mafraq, as well as its activities at all Community Support Centres, including registration interviews at Nuzha and Zarqaa CSCs. As a result of the above, UNHCR will be conducting remote renewal and adding baby interviews on a strictly appointment-based method. Should you be scheduled for remote renewal, you will receive an SMS from UNHCR with instructions. All processing will include sound integrity measures and procedural safeguards. For very exceptional situations, when the situation allows, appointments may be scheduled at UNHCR’s offices for cases that require personal interaction. For your own safety, please refrain from approaching UNHCR premises without an appointment as we will not be able to attend you, in line with the precautionary measures in place”.
- Please wait until the Helpline Agent takes the call and reflects your request for appointment in UNHCR data base.
- A UNHCR staff member will call you back to follow up on your enquiry.
How to receive the renewed Asylum Seeker Certificate
As part of UNHCR’s Remote Renewal Interview Process, UNHCR is issuing appointments for refugees to collect their renewed Asylum Seeker Certificates from its Registration Centre in Amman (Khalda) as of Wednesday 16 September 2020.
UNHCR contacts refugees directly via SMS to set appointments to approach the office, in order to avoid crowding, and in line with the precautionary measures in place to limit the spread of coronavirus. It is absolutely essential that you approach the Khalda Registration Centre at the exact specified date and time communicated to you via SMS.
To adhere to social distancing requirements, only one adult family member should approach the office. Family members or persons approaching without a predetermined appointment will not be attended under any circumstance.
We would like to remind you that the UNHCR Registration Centres in Amman, Irbid and Mafraq remain closed for the time being. For your own safety, please refrain from approaching UNHCR premises without an appointment as we will not be able to attend you, in line with the precautionary measures in place. In case of crowding, and in compliance with the directions from the Government of Jordan, UNHCR will be forced to stop this activity, and we therefore count on your support to orderly, quickly and COVID-19 risk-free distribute documents.
We encourage you to install the Aman application on your smartphone, which helps protecting you and those around you. You may read more about it through the following link: https://amanapp.jo/en Download on the App Store: https://apple.co/3mom4E0 | or on Google Play: https://bit.ly/3kgtSpp
If you’ve installed the application on your phone, and you were scheduled to approach any of UNHCR’s offices, please verify the notifications tab on the application beforehand. If you had received an orange or red (high or extreme) risk alert, please avoid approaching the UNHCR office. You are kindly advised to get in touch with the UNHCR Helpline to schedule a new appointment. This will not be affecting processing whatever procedure you might be scheduled for.