Frequently asked Questions

What is the SpeakUp Helpline?

The SpeakUp Helpline is an additional, safe and confidential channel that can be used to raise concerns or report misconduct - even anonymously if you wish. Available 24/7, 365 days of the year, worldwide, the service is operated by a third-party provider called NAVEX and managed by UNHCR triage team.

There may be times when you don’t feel comfortable raising concerns due to lack of trust, fear of retaliation or other reasons, or even do not know where to go for help. In such times, you can use the SpeakUp Helpline.

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When can I use the SpeakUp Helpline?

You can use the SpeakUp Helpline to report any type of misconduct or raise concerns that you have personally experienced or that you have witnessed happening to someone else in the organization.

You can also use the service when you do not know where to go to seek help or if you have any questions about UNHCR policies and/or procedures, such as the Code of Conduct or Protection against Retaliation.

As examples, reports could be about:

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Can I report an emergency through the SpeakUp Helpline?

The SpeakUp Helpline is not an emergency service for life-saving medical or security assistance. If you require immediate medical or security support, please follow the protocol in line with your country/operation and/or contact your management.

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Why has the SpeakUp Helpline been introduced?

The SpeakUp Helpline aims to enhance confidence in UNHCR’s internal reporting mechanism and to promote a speak up culture. The functions of anonymity and confidentiality enable colleagues to report misconduct and raise concerns without fear of retaliation.

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How does the SpeakUp Helpline work?

You can contact the SpeakUp Helpline by phone or online, always with the option to remain anonymous. Whichever way you choose to contact SpeakUp Helpline, you will be given a unique Reporting Key that you can use to receive feedback.

By phone:

Via the online Reporting Form:

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How does it work when I leave my report with NAVEX?

Please see the flowchart below for an explanation of how reports are typically processed.

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What happens to my report?

Reports are sent promptly from NAVEX to UNHCR’s Triage Team, who will act on it without compromising any individual. You will receive a response within five working days to let you know that UNHCR is looking into your concerns and a notification in case further information from you is needed.

The UNHCR Triage Team will assign your report to the most appropriate UNHCR unit/service/section to deal with your complaint. This might be with the Inspector General’s Office (IGO), the Ethics Office, Victim-Care Officer, Division of Human Resources, the Office of the Ombudsman or other units/persons.

In case you prefer to report anonymously, your identity will not be shared with UNHCR. The SpeakUp Helpline will continue to communicate messages coming from UNHCR back to you and from you back to UNHCR, acting as an intermediary. You are encouraged to frequently check your report and engage with the process to find a resolution.

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What information should I provide?

You should include dates, times, people, and places as appropriate. Indicate the respective unit and location that the message relates to and provide as much information as possible and as you feel comfortable.

While not mandatory, it is always useful to make a note of the main points you would like to raise before making a report.

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Do I need proof before reporting (a negative behavior, a misconduct or a specific situation)?

The SpeakUp Helpline does not expect you to have absolute proof of any issues that you report. However, you should try to give some reasons for your concern. NAVEX will transmit your concerns to UNHCR triage team, which will then look into all matters that are reported and try to find adequate solutions.

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How do I check for feedback or further questions on my report?

You can follow up on your report:

Please note that the Report Key is generated once you submit your initial report. Make sure to write down the Report Key and the Password and keep it in a safe space.

You are strongly encouraged to follow up on your report so that a resolution can be identified.

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Will UNHCR be able to identify me?

If you call the SpeakUp Helpline, your telephone number will not be captured. Anything you discuss with the NAVEX call-handler will be held in the strictest confidence and your personal contact information will not be disclosed to UNHCR should you not want to. The call-handler will seek clarification where necessary and will only report to UNHCR what you agree to.

When making a report through the online Reporting Form, your personal contact information will not be captured unless you choose to provide it. NAVEX will make no attempt to identify you.

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If I report an issue, should I be worried that something might happen to me?

No. The SpeakUp Helpline guarantees full confidentiality, and you can report in anonymity if you wish.

Reporting alleged misconduct through the SpeakUp Helpline is one of the protected activities under the Administrative Instruction on Protection against Retaliation. UNHCR does not tolerate retaliation -committing an act of retaliation is a serious form of misconduct and will be sanctioned.

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