How to contact UNHCR

UNHCR Field Posts

To prevent the spread of COVID-19, UNHCR closed its field posts in Kakuma camp and Kalobeyei Settlement in March 2020. On 16 November 2020, RAS with the support of UNHCR resumed registration activities at Field Post 2 and Kalobeyei Field Post.

Starting from 22 March 2021, KASI offers self-supported booking only for Movement Passes at Field Posts 1, 2, 4 and Kalobeyei from Monday to Friday from 09:00 am to 03:00 pm. Services for enrolment and updating phone numbers are temporarily suspended until further notice.

Regular protection counselling at the Field Posts has not yet resumed. We will inform you on this page and via other mass communication channels when the Field Posts reopen for other protection activities and how to make an appointment. Meanwhile you can contact UNHCR via phone and email – see more information below.

Contact UNHCR via Phone or Email

You can contact UNHCR directly via an email address for refugees and asylum seekers registered in Kakuma and Kalobeyei: [email protected]. You can also contact UNHCR’s country-wide Helpline under 1517 (toll-free) or [email protected].

When you send us an email, please include:

  1. Your concern; 
  2. Your individual registration number;
  3. Your telephone number and address.

Feel free to contact us in any language you are comfortable with! Interpreters will assist us to translate your email confidentially.

Emails are being checked by the UNHCR Protection Team on a daily basis from Monday to Friday during working hours (8am to 6pm).

If your concern can be answered immediately, UNHCR will respond in writing via email. If your case needs to be referred to a specific unit, you will be notified accordingly, either by email or SMS message. After referral to a specific unit or partner, please wait to be contacted by UNHCR and/or partner.

Due to the high volume of emails we receive on a daily basis, we will do our best to answer any email within three days. If your case was referred to a specific unit, please be patient and be sure we are putting all efforts into reaching you as soon as we can.

Reporting Shelter or WASH concerns

Refugees and asylum seekers residing in Kakuma and Kalobeyei can use the iMonitor tool to report shelter or WASH issues directly to UNHCR. iMonitor is a simple tool that you can pre-load to access offline. You can record the location and description of the issue, upload a picture and request for feedback.

UNHCR and partners will assess the reported issues and take appropriate actions. We receive many referrals through iMonitor. Please do not make repeated referrals or several referrals per household.

See also

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