Suggestions & Complaints

Your ideas and suggestions to UNHCR in South Africa are welcome and you can write them using this online: Suggestion & Complaint Form.

All UNHCR staff members are required to comply with the Charter of the United Nations, the Staff Regulations and Staff Rules.

Failure by a staff member to comply with their obligations or to observe the standards of conduct expected of an international civil servant may amount to misconduct and may lead to the institution of a disciplinary process and the imposition of disciplinary measures for misconduct, administrative measures and/or managerial action.

Possible misconduct may include:

• Sexual exploitation and sexual abuse of persons of concern;
• Fraud (e.g., falsifying a document);
• Corruption (e.g., accepting money from refugees or others);
• Theft and embezzlement (e.g., stealing equipment or money);
• Harassment;
• Assault, threats or retaliation;
• Acts or behavior that discredit UNHCR;
• Failure to comply with local laws.

Visit IGO’s webpage for more information.

UNHCR aims to provide a trusting, respectful and inclusive environment in which the people we serve should feel safe, heard and empowered to speak up for themselves and others. The communities/people we serve are encouraged to take strong and visible action, as appropriate, to eradicate misconduct and/or sexual exploitation and abuse by UN workers.

Anyone who has concerns or suspicions about possible misconduct, exploitation and sexual abuse by a UNHCR staff member, UN staff member or any person who has a link to the UN (e.g., staff of a UNHCR NGO partner), regardless of their position, should report such concerns.

Visit IGO’s webpage for more information.

Sexual exploitation and abuse are situations where humanitarian workers abuse their position of power or the trust of refugees, asylum seekers or migrants to obtain sexual relations or favors.

Offering money, shelter, food or other goods or services to any person in a vulnerable position in exchange for sexual relations or sexual favors is sexual exploitation.

The threat, use of force or intimidation to engage in sexual relations or to obtain sexual favors from any person in a position of unequal power is sexual abuse.

• Engage in any sexual conduct with another person in exchange for money, employment, preferential treatment, goods or services.
• Engage in any sexual conduct with a person under 18 years of age.
• Engage in any sexual conduct with those persons to whom services are provided and for whom a protection mandate is in place.
• Engage in any humiliating, degrading or exploitative sexual practices.

At UNHCR, we take allegations of sexual exploitation and abuse very seriously. We will investigate them independently and confidentially and action will be taken to prevent their recurrence.

• Were you forced or asked to exchange sex or perform any action of a sexual nature in exchange for assistance, food, shelter, shelter, money or any other type of aid?
• Were you forced by someone from UNHCR or a partner organization to have sex or perform any other act of a sexual nature?
• Were you threatened by someone from UNHCR or a partner organization to engage in sexual relations or any other act of a sexual nature?
• Do you know or are you a person under the age of 18 who has had or been asked to have sexual relations, of any kind, with someone from UNHCR or a partner organization?

If you answered yes to any of the above options, you or the person you know could be a victim of sexual exploitation and abuse, please report it!

• You have the right to file a report or complaint in person, anonymously or on behalf of someone else.
• You can tell a trusted person at UNHCR, including through our Toll-Free Helpline 0800 100 030 or email address: [email protected].A staff member will then contact you to follow up.
• You can drop your complaint in one of the complaint/suggestion boxes in UNHCR or partners offices  or inform a partner organization that you want to file a report. A staff member/partner staff  will then contact you to follow up.
• You can contact the Inspector General’s Office (IGO) directly at UNHCR Headquarters in Geneva, Switzerland here:
  Confidential e-mail: [email protected]
  Online form: https://www.unhcr.org/igo-complaints.html

Remember:

• The IGO ensures confidentiality of the investigation, information and reports, as well as due process throughout the investigative process..
• When reporting, we will always consider your safety.
• Reporting an incident or raising concerns will NOT prevent you from receiving assistance and support and will not stop the provision of services.
• The person to whom you have reported or whoever receives the report will be able to advise and assist you with any immediate safety, security, health and legal needs. Leaving your contact information is optional.
• If the investigation finds that a staff member failed to comply with UN Staff Regulations and Rules or the standards of conduct expected of a UNHCR staff member, serious disciplinary action will be taken against the offending person
• When reporting possible misconduct, please describe in detail the information you have about the incident, including: What happened, who committed the possible act, where and when did it happen? Be as detailed as possible.