Do you have concerns about a UNDP-supported project?

UNDP Yemen is committed to transparency, accountability, and responsiveness to the communities we serve. Our work is guided by UNDP’s Social and Environmental Standards (SES), which avoid adverse impacts to people and the environment, and where avoidance is not possible, minimise, mitigate, and manage risks.

If you believe that a UNDP-supported project or programme has negatively affected you or your community, or has not adhered to these standards, you have the right to raise your concern through the Stakeholder Response Mechanism (SRM).
 

About the SRM

The UNDP Yemen's SRM provides a structured and accessible platform for stakeholders to raise concerns or complaints related to the social and environmental impacts of UNDP-supported activities.

Through this mechanism, UNDP Yemen commits to:

• Address concerns in a fair, transparent, and timely manner
• Engage constructively with complainants and stakeholders
• Seek practical and mutually acceptable solutions
• Strengthen accountability and improve project performance

Who can submit a complaint?

A complaint may be submitted by:

• Any individual or community affected, or potentially affected, by a UNDP-supported project or programme
• A representative (e.g., civil society organisation, community leader) acting on behalf of affected individuals or groups

How the SRM process works

The SRM follows a structured process to ensure timely and appropriate handling of complaints:

1. Submission of complaint

Complaints can be submitted via email. 

2. Acknowledgement of receipt

UNDP will acknowledge receipt of the complaint within a reasonable timeframe.

3. Eligibility determination

The SRM team reviews the complaint and determines its eligibility against SES requirements, typically within five working days.

4. Assessment of complaint

If eligible, the SRM team conducts an assessment and works with relevant UNDP project teams to develop a proposed response.

5. Response and agreement

The proposed solution is shared with the complainant and relevant stakeholders for agreement:

• If agreement is reached:
  • The response is implemented
  • The SRM team monitors progress and confirms resolution with the complainant
• If agreement is not reached:
  • Alternative options will be discussed, including possible escalation or referral to: 
    • UNDP Headquarters SRM
    • Social and Environmental Compliance Unit

6. Closure and monitoring

Once the issue is resolved, the case is formally closed. All cases are recorded and monitored to ensure accountability and prevent recurrence.

How to submit a complaint

To facilitate review, please provide the following information:

• Your name and contact details (address, phone, email)
• Whether you wish your identity to remain confidential, and the reasons
• Details of the UNDP project or programme (name, location, nature)
• Description of how you have been, or may be, affected
• Any steps already taken to resolve the issue

Submission channels

• By Email:
  srm.ye@undp.org

Useful reference

• https://www.undp.org/accountability/audit/social-and-environmental-compliance-review-and-stakeholder-response-mechanism

Note: All complaints will be handled with due respect for confidentiality, protection from retaliation, and in line with UNDP policies and procedures.