Complaints and Feedback

UNHCR provides a trusted, respectful, and inclusive environment where you should feel safe. Anyone with questions, concerns, complaints, or suggestions is welcome to contact UNHCR or partners through below feedback channels:

  • UNHCR and partner field staff at the help desk
  • The UNHCR and partner helpline numbers
  • Your local Refugee Executive Committee and community mobilisers
  • MINEMA camp authorities
  • Suggestion boxes
  • UNHCR email [email protected]

UNHCR has zero tolerance for fraud, corruption and sexual exploitation and abuse.

What is FRAUD?

It is any act or including misrepresentation or concealment of a material fact, that knowingly or intentionally misleads, or attempts to mislead, a party to obtain a benefit, whether directly or indirectly, whether for oneself or for a third party.

What is CORRUPTION?

It is offering, giving, receiving, or soliciting (directly or indirectly) anything of value to influence improperly the actions of another party.

What is MISCONDUCT?

All UNHCR staff members, its partners and service providers are bound by the United Nations Staff Rules and Regulations and UNHCR’s Code of Conduct. Misconduct is defined as the failure by a staff member to abide by these rules and regulations.

Misconduct can be classified into various types:

  • Embezzlement and procurement fraud
  • Financial negligence resulting in substantial losses.
  • Sexual exploitation and abuse
  • Harassment (including mobbing)
  • Assault, threats or retaliation
  • Unlawful acts (e.g. theft or fraud) on or off UN premises
  • Misrepresentation or false certification relating to a claim or benefit.
  • Misuse of the Organization’s equipment or assets
  • Abuse of authority
  • Non-compliance with local laws or the staff’s personal legal obligations.

    What is SEXUAL EXPLOITATION?

    It is any actual or attempted abuse of a position of vulnerability, differential power, or trust, for sexual purposes.

    What is SEXUAL ABUSE?

    It is any actual or threatened sexual activity carried out by force or under unequal or coercive conditions.

    In line with the United Nations standards of conduct, the staff members of UNHCR and NGO partners must not:

    • Have sexual activity with anyone in exchange for money, employment, preferential treatment, goods, or services.
    • Have sexual activity with anyone under the age of 18 years old.

    Engage in any other form of sexually humiliating, degrading, or exploitative behavior.

      How to behave when engaging with UNHCR and its partners?

      Always tell the truth: Remain truthful when talking to UNHCR and partners. Any mispresented information may lead to negative consequences for you including a denial of services or protection and possibly criminal investigation. If you have previously made false statements, you should alert a staff member as soon as possible and explain the circumstances fully.

      Do not attempt to bribe an official: Do not attempt to bribe any person for any services provided by UNHCR or its partners.  If you do so, you may face consequences that include denial of services and, possibly, criminal investigation.

       

      How to protect yourself from attempts of fraudulent actions and corruption?

      Be aware that at no point should you be asked to pay or provide any favours in exchange for any services provided by UNHCR or its partners.

      Do not trust any individual or any organization asking you to pay money or provide other favours, including of a sexual nature, in exchange for the services of UNHCR or its partners. Ask to see official ID cards of people claiming to be service providers before sharing your personal information and identify documents. Be aware that those seeking to take advantage of your situation may show you false documents to persuade you that they are connected to UNHCR or another partner agency. If you have doubts regarding the identity of the person you are interacting with, contact UNHCR through the channels listed in the contacts section (see Contact UNHCR in Rwanda).

      Avoid those offering you refugee documents, resettlement, financial or other kinds of assistance, fake documents, or fake claims in exchange for money or other favours. These fraudulent offers may be made to you in person or via social media (including Facebook, YouTube, WhatsApp, Viber, Telegram or any other application).

      For reliable information about UNHCR Rwanda’s work and services, consult UNHCR’s official websites, UNHCR Facebook page, and/or call the UNHCR helpline.

      How to report suspected fraud by other refugees, asylum seekers or third parties/individuals?

      Please inform UNHCR through [email protected]

      if you are aware of such fraudulent activities. Your report will be treated with strict confidentiality.

      How to report suspected fraud, misconduct or sexual exploitation and abuse by Humanitarian workers?

      You should report any suspected fraud, corruption or exploitation by UNHCR personnel or its partners that you know of or experience. UNHCR has robust procedures to prevent fraud and corruption and to respond, investigate and take action against fraudulent and corrupt persons.

      If you wish to report misconduct (including corruption, fraud, bribery, exploitation, extortion etc.) by UNHCR or its partners, you can report directly to the Inspector General’s Office (IGO) at UNHCR Headquarters:

      All communication with IGO is kept confidential.

      You can also report to the anti-fraud focal point for UNHCR Rwanda at UNHCR’s Rwanda confidential email-box: [email protected]

      All communication with Tubivuge mailbox is kept confidential.

      Do not put yourself in danger by trying to do your own investigations.

      Reporting fraud and corruption is an obligation for all refugees and asylum seekers and will not result in you receiving any direct reward or special treatment.