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The Stakeholder Response Mechanism (SRM) provides a predictable, transparent, and accessible channel through which individuals, groups, communities, or organizations may submit complaints or concerns related to the actual or potential environmental or social impacts of UNDP-supported initiatives.
Submit any social and/or environmental complaint related to a project supported by UNDP Malawi through the Country Office Stakeholder Response Mechanism (SRM).
The Country Office Stakeholder Response Mechanism (SRM)
Why the SRM exists
The SRM is part of UNDP’s Social and Environmental Standards (SES) and provides a dedicated channel for receiving and resolving complaints about potential or actual social or environmental harm linked to UNDP-supported projects. It complements project-level grievance mechanisms and supports meaningful and proactive stakeholder engagement throughout the project cycle.
Who can submit a complaint?
Any individual, group, community, or authorized representative who believes they have been, or may be, adversely affected, socially or environmentally, by a UNDP-supported project or programme in Malawi.
How to submit a complaint
Complaints may be submitted through:
- SRM Email: srm.mw@undp.org
- Phone: +265986320001
- Online Submission Form (Download below)
- In person to the SES Focal Person at the UNDP Malawi Country Office, Plot No.7, Area 40, City Centre, Lilongwe
To submit online, complainants will complete the required fields as outlined in the SRM form (Name, Contact, Confidentiality request, Project details, Type of complaint, Description, Evidence upload, etc.) and send to srm.mw@undp.org .
What information should the complaint include?
- Full name and contact details
- Whether confidentiality is requested, and why
- Name, location, and nature of the UNDP project (if known)
- How the complainant has been, or may be, affected
- Steps already taken to resolve the matter at project level (where applicable)
- Supporting evidence, if available
Who receives, responds, and works to resolve complaints?
The Country Office SRM Committee receives, registers, assesses, and works with implementing partners and project teams to resolve complaints in a timely and transparent manner.
Eligible Complaints
A complaint is eligible for an SRM response when it:
- Relates to a Project and its activities before/after the signature of the Project Document and before the Project closure.
- Pertains to a current or proposed UNDP project;
- Describes actual or potential social or environmental harm;
- Shows steps taken to seek resolution at project level, unless the complainant fears retaliation.
Complaints that are not handled through the SRM
The SRM cannot respond to:
- Fraudulent or malicious submissions
- Procurement or employment-related complaints
- Complaints about projects not supported by UNDP, or where UNDP has no role or feasible pathway to act
- Repeated complaints without new evidence
- Cases where project-level mechanisms have not been used (unless retaliation is feared)
- Anonymous submissions, unless there is a credible fear of retaliation
For inquiries and additional information
You may contact the UNDP Malawi Country Office SRM through the SRM email srm.mw@undp.org or consult the UNDP Corporate Accountability Mechanism for further guidance.
