Helping Parties Resolve Disputes

The Stakeholder Response Mechanism helps project-affected stakeholders, governments and others partners jointly resolve concerns and disputes. It is available when UNDP project-level stakeholder engagement processes have not successfully resolved an issue of concern. UNDP Ukraine Country Office management leads in Stakeholder Response.

The Stakeholder Response Mechanism can help affected people, government agencies, and other project and programme stakeholders start or restart dialogue, facilitate discussions, mediate disputes, enhance understanding of the facts, and undertake other activities that might help resolve concerns and disputes.

Who May Request the Stakeholder Response Mechanism? 

Any person or community potentially adversely affected by a UNDP-supported project may file a request for a response from the Stakeholder Response Mechanism if they have raised their concerns with UNDP through standard channels for stakeholder consultation and engagement and have not been satisfied with the response. The request must relate to a UNDP-supported project and a possible environmental or social impact, and identify how the Requestors have been, or may be, adversely affected by the UNDP project or programme.

What Happens After the Request is Submitted? 

A Country Office Designee reviews requests the use of the Stakeholder Response Mechanism (SRM) and determines the applicant's eligibility based on the following questions:

• Does the request relate to a UNDP-supported project?
• Have the applicants provided sufficient information indicating that they may have been adversely affected by the project?
• Have the applicants attempted to resolve the issue through UNDP stakeholder engagement processes?

If a request appears eligible, designated SRM staff will assess whether a response process is likely to be effective. This may include:

• Contacting the applicants to gather additional information;
• Consulting UNDP staff and project partners regarding the issues raised (while maintaining confidentiality, if requested);
• Suggesting practical actions to resolve issues that may be addressed quickly.

Where appropriate, the SRM may facilitate a dialogue process among stakeholders, including applicants, affected communities, project sponsors, the host government, and UNDP. The process will be tailored to the needs of the parties involved.

SRM involvement will continue as long as stakeholders consider it useful or until an agreement is reached. If stakeholders withdraw, UNDP will determine whether and when the process should conclude.

For more information, please refer to the SRM Guidance.

Submitting a Request 

Your Feedback or Request can be submitted trough:

• Email: srm.ua@undp.org 
• Regular Postal Address: SRM Focal Point, United Nations Development Programme in Ukraine 1, Klovsky Uzviz Str., Kyiv, 01021, Ukraine
• Hotline & Messengers: +38 066 168 44 47 (Telegram, Viber, WhatsApp.) - available during business hours. 

To facilitate the review process, please provide as much detail as possible, including supporting evidence. If you choose to email or mail your complaint, please note that there are no strict format or language requirements. It is helpful if the complaint includes the following information: 

• Name, address, telephone number, and other contact information. Anonymous complaints cannot be processed, but your identity will be kept confidential if you request it. 
• Date & Time of the event \ observation.
• Name, location, and nature of the UNDP project or programme (if known). 
• How the Applicant(s) believe they have been, or are likely to be, adversely affected by the UNDP-supported project or programme. 
• If a third party, such as a civil society organization, is filing a complaint on behalf of an affected individual or community, the complaint should include evidence the third party is working on behalf of the individual or community. 
• Although helpful, it is not necessary to cite specific UNDP standards or policies (such as the UNDP's Social and Environmental Standards) that appear violated. 
• Do you consent to being contacted for follow-up? 

If a person or community has a concern about the ability of the UNDP Ukraine Country Office to respond fairly and effectively to the request, they have the option to file the request directly with the Stakeholder Response Mechanism at UNDP Headquarters in New York. For more information, visit the  Stakeholder Response Mechanism | United Nations Development Programme (undp.org).