Questions
Questions
Gap Minder
Gap Minder
Country of Origin
Country of Origin
Country of Asylum
Country of Asylum

question

Q. How can I participate in UNHCR's decision making processes and provide UNHCR with feedback on the services I receive?

Communicating with Communities (CwC) is an integral approach employed by UNHCR, underpinning all interactions between the organization and refugees or people of concern. This approach is aimed at facilitating two-way communication to ensure refugees' voices are heard and their information needs are met.


You are encouraged to inquire about the specific mechanisms and channels available in your respective locations as practical implementation may differ based on local factors:


UNHCR's feedback systems: UNHCR has specific channels for your concerns and complaints to be heard and addressed on issues like fraud, or sexual exploitation and abuse. 


Participatory Assessment process: This tool involves refugees in discussions and checks that influence the decision-making processes at UNHCR. It helps UNHCR understand the needs and concerns of different community members, including gender, age, and diversity considerations.


Collaboration with NGOs: These organisations often work closely with UNHCR and communities, and can assist in ensuring your voice is heard.


Public information sharing systems: Platforms such as Facebook, X (former Twitter), and WhatsApp are commonly used to disseminate important information. 


Information Centres: These are physical locations where you can go to receive information about available services and how to access them. Staff are present to answer any questions you may have.


Hotlines and Helplines: These are phone numbers you can call for information, assistance, or to report complaints or concerns.

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    gap minder

    Agency & Intention in Participatory Data Gathering


    Unequal power dynamics and bias in question design and interpretation of feedback by UNHCR that both implement and evaluate its own performance can lead to inaccuracies in understanding, interpreting and representing the needs and sentiments of asylum seeker and refugee communities.


    Questions:


    1. What measures does UNHCR take to inform refugees about their rights and the services available to them?
    2. How does UNHCR ensure this information is accessible and comprehensible to all, regardless of language, literacy levels, or access to technology?
    3. How many feedback or complaints has UNHCR received from refugees and affected communities over a specified time frame, and what is the breakdown of the types or categories of these complaints or feedback?
    4. How effective are the existing feedback mechanisms (complaint boxes, emails to the Inspector General's Office, etc.) in resolving refugees' concerns?
    5. How many and what type of complaints or feedback has UNHCR received from refugees and affected communities in the past year?
    6. How many complaints or feedback messages has UNHCR received via different communication channels? 
    7. What are the resolution rates per channel, and how does user satisfaction vary across these channels?
    8. What actions have been taken based on the results of these assessments?
    9. What proportion of these complaints have been resolved, and what were the resolutions?
    10. How is this feedback incorporated into operational planning and implementation?