UNDP Syria Stakeholder Response Mechanism

By Email: syria.feedback-hotline@undp.org

By WhatsApp: +963 958 880164

Are you concerned about a UNDP project in Syria?

UNDP is committed to being transparent and accountable to its partners, beneficiaries, and the public. It has Social and Environmental Standards (SES) that guide its work and ensure that it respects human rights and the environment. If you think that UNDP has violated these standards or caused harm to you, your community or the environment, you may request help from UNDP’s Stakeholder Response Mechanisms. 

About SRM


The UNDP Syria Stakeholder Response Mechanism (SRM) addresses stakeholders' concerns and complaints about the social and environmental impacts of UNDP projects. The SRM allows you to raise your concerns and seek a resolution. The SRM team will work with you and other stakeholders to find a mutually acceptable solution. This mechanism ensures transparency, accountability, and responsiveness in our operations, enabling us to better serve the communities we work with.

Who may file a complaint?

Any person or community that believes the environment or its well-being may be affected by a UNDP-supported project or programme may file a complaint. A representative, such as a civil society organisation, may also file a complaint on behalf of affected communities.

How It Works


The SRM provides a structured process for stakeholders to submit grievances and receive timely and appropriate responses. The mechanism includes:

• Submission of Complaint: Stakeholders can submit their complaints via the complaint registration form, email, or phone.organisation

• Acknowledgement of receipt

• Eligibility Determination: The SRM team will review all complaints and check their eligibility within five business days of receipt. 

• Assessment of Complaint: The SRM team will assess the eligible complaint and develop the response to the complainant by the UNDP

• Response Implementation and Feedback: The SRM team will present the proposed response to the complainant and the project management team and seek their mutual agreement.


      - IF Agreed: The SRM team will monitor the implementation of the response and confirm with the complainant that their concerns have been resolved.


     - IF NOT Agreed: If there is no agreement on the proposed response or if the response does not satisfy the complainant, the SRM team will advise the complainant of other options they may pursue, such as escalation/referral to the UNDP's Global SRM or the Social and Environmental Compliance Unit.

• The Closure of the Case and Registration: The SRM team will register and track the complainant and response to ensure that all agreed-upon actions are implemented and monitored to prevent recurrence.


How to Submit a Complaint?

To submit a complaint, please provide the following information:

1. Name, address, telephone number, and other contact information.

2. Whether the requestor(s) wish to keep their identity confidential during the initial assessment and why.

3. Name, location, and nature of the UNDP project linked to your complaint.

4. How the complainants believe they have been, or are likely to be, adversely affected by the UNDP-supported project.

5. A description of other efforts, including other dispute resolution processes the requestor(s) have undertaken to resolve their concerns.