UNHCR Complaints and Feedback Procedure

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

Possible misconduct may include:

• Sexual exploitation and abuse of persons under UNHCR’s mandate
• Fraud (e.g., falsification of a document)
• Corruption (e.g., receiving money from refugees or others)
• Theft and embezzlement (e.g., stealing equipment or money)
• Harassment
• Assault, threats, or retaliation
• Acts or behavior that would bring UNHCR into disrepute
• Breach of local laws

Our position is clear and has been reiterated on multiple occasions by our High Commissioner: inappropriate sexual conduct is unjustifiable and must be eradicated from UNHCR operations.

Sexual exploitation and abuse affect persons under UNHCR’s mandate.

• Sexual exploitation is the actual or attempted abuse of a position of vulnerability (such as when a person depends on you for survival, food rations, schoolbooks, transport, or other services), differential power, or trust, for sexual purposes—including, but not limited to, offering money or other social, economic, or political advantages. It includes trafficking and prostitution.
• Sexual abuse means actual or threatened physical intrusion of a sexual nature, whether by force or under unequal or coercive conditions. It includes sexual slavery, pornography, child abuse, and sexual assault.

UNHCR is aware of the enormous difficulties survivors of sexual exploitation or abuse face in coming forward, and of the profound professional and personal considerations—and even fears—that may prevent them from doing so.

UNHCR strives to address concerns by ensuring that reporting mechanisms are known, accessible, and reliable, and that victims reporting inappropriate sexual conduct feel safe and protected. UNHCR follows a survivor-centered approach that places the rights and protection of victims, survivors, and directly affected persons at the center of our actions. Action

Reports of misconduct by a UNHCR official, a United Nations official, or any person with a contractual link to the United Nations (e.g., NGO personnel) can be submitted directly to UNHCR’s Office of the Inspector General (OIG/IGO).

Strict confidentiality standards, as well as other procedural rules and safeguards, apply to investigations conducted by the Office of the Inspector General. The OIG safeguards the confidentiality of the identity of the person or entity reporting possible misconduct.

How to contact the OIG to report misconduct by UNHCR or affiliated personnel:

• Confidential fax: +41 22 739 73 80
• Confidential email: [email protected]
• In person or by mail: 94 rue de Montbrillant, CP 2500, 1211 Geneva
• Online complaint form: https://www.unhcr.org/igo-complaints.html

Mark all correspondence as CONFIDENTIAL.
Note: Telephone and fax numbers are not toll-free; local or long-distance charges apply. All communication with the OIG is kept confidential.

All UNHCR services and activities are always free of charge.

Fraud committed by people working for or with UNHCR➡️

UNHCR does not tolerate fraud, misconduct, or sexual exploitation and abuse (SEA). If you have witnessed or experienced any of these situations involving UNHCR personnel, partners, or service providers, you have the right to report them to the Office of the Inspector General (IGO).

• Confidential email: [email protected]
• Online complaint form: (see OIG link above)
• For more information: Visit the Office of the Inspector General (OIG) webpage.

If you suspect that a person receiving UNHCR services or assistance is committing fraud—for example, impersonating someone else or exploiting others—you can report it confidentially to UNHCR through the following channels:

1. Email: [email protected] (you may also contact @unhcr_help)
2. Helpline: (507) 304-9696 and (507) 6440-0564
3. Written report: Leave a written report in our suggestion box located at the UNHCR office in Panama.

We take all reports seriously and handle them confidentially. While our capacity to act may vary depending on who is involved (e.g., staff, partners, external actors), we will always review your report and take appropriate action.

Fraud committed by third parties (online scams and impersonators)➡️

Have you received suspicious messages, calls, or social media offers claiming to be from UNHCR or a UNHCR-funded organization?

When reporting, please provide as much information as possible, including any communications received and the details of the people involved.

UNHCR cannot investigate fraud committed by individuals who do not work for UNHCR or its partner organizations, or who are not forcibly displaced persons; such investigations are the responsibility of local authorities.

However, reporting this type of fraud to UNHCR is still important, as it enables us to support you in seeking help and to alert other displaced people to these risks.

Report through the following channels:

1. Email: [email protected]
2. Helpline: (507) 304-9696 and (507) 6440-0564
3. Written report: Leave a written report in the suggestion box at the UNHCR office in Panama.

UNHCR services are free of charge. Stay alert and protect yourself and others from fraud.

UNHCR aims to continuously improve its services and communication with the community. Your suggestions and comments on our services and communications are valuable to help us improve and maintain quality.

How can I send a suggestion or comment?

1. Email: [email protected]
2. Helpline: (507) 304-9696 and (507) 6440-0564
3. Written report: Leave a written report in the suggestion box located at the UNHCR office in Panama.