LocationsYour rights are protected — no retaliation, no prejudice.
A free, formal, and confidential system for raising concerns about UNDP Yemen's World Bank-funded projects. Your rights are always protected.
Using this GM will never affect your access to project services, benefits, or employment. Your identity remains confidential. Any act of retaliation is itself a serious violation and will be investigated immediately.
What Is the Grievance Mechanism?
The Grievance Mechanism (GM) is a free, formal, and confidential system that allows any person affected by UNDP Yemen's World Bank-funded projects to raise concerns, submit complaints, or ask questions about project activities and their impacts.
Use the GM if a project has:
- Caused harm to you, your family, your community, or your property
- Negatively affected your livelihood, land, or access to services
- Violated your rights or created an unsafe situation
- Failed to follow the commitments made to your community
You do not need proof to submit a concern. The GM is not a substitute for national courts — you always have the right to use any other legal remedy available to you, alongside or instead of the GM.
Which Projects Does the GM Cover?
This GM covers all World Bank-funded projects implemented by UNDP Yemen, including current projects, additional financing, and any future projects funded by the World Bank under the UNDP Yemen portfolio. You do not need to know which specific project your concern relates to — simply contact us through any channel and your complaint will be reviewed and directed to the relevant project team.
Current projects under this GM include ESPECRP (Emergency Social Protection and Economic Recovery), FSRRP (Food Systems Resilience and Rural Recovery), and I-WISE (Integrated Water, Infrastructure, and Social Empowerment — launching mid-2026). This list will be updated as new World Bank-funded projects join the UNDP Yemen portfolio.
How to Submit a Complaint
All channels are monitored and treated equally — no channel is more or less official than another.
📞 Phone: +967 784 819 999 (Arabic & English)
💬 WhatsApp: +967 784 819 999 (Text or voice message)
✉️ SMS: +967 784 819 999 (No internet required)
🏢 In-person — UNDP Main Office, Aden (Khormaksar) - Walk-in visits and written submissions accepted during working hours.
All channels available in Arabic. If you need help submitting — for example, if you cannot read or write — call or visit us and a staff member will assist you at no cost. You may also ask a trusted representative to submit on your behalf.
Anonymous Submissions
You can submit a complaint or concern anonymously — without giving your name or any personal information.
If you choose to remain anonymous:
- Your concern will be received and investigated
- You will not be required to identify yourself at any stage
- You will not receive personal updates (we have no way to reach you), but your concern will be taken seriously
- Your identity will never be sought, traced, or disclosed
Anonymous submissions can be sent via SMS, WhatsApp, email, or written letter. For phone calls, you may also withhold your number. To help us investigate effectively, please include as much detail as you can — what happened, where, when, and which project or contractor was involved.
Your Rights Are Protected — Without Prejudice
UNDP Yemen commits to the following:
- Your identity and personal information will be kept strictly confidential
- Every complaint will be treated fairly, impartially, and without discrimination
- No person will face any retaliation or disadvantage for submitting a complaint — regardless of the outcome
- Any act of retaliation, intimidation, or pressure against a complainant is itself a serious violation that will be investigated immediately
If you experience pressure or threats as a result of submitting a complaint, report it immediately through any GM channel or directly to the UNDP Stakeholder Response Mechanism ↓
Reporting Sexual Exploitation, Abuse or Harassment (SEA/SH)
UNDP Yemen has zero tolerance for sexual exploitation, abuse, and sexual harassment (SEA/SH) by any project staff, contractor, or partner.
If you or someone you know has experienced or witnessed SEA/SH connected to any UNDP Yemen project, you can report safely through this dedicated pathway.
Dedicated SEA/SH Contact
👤Gender Officer
How SEA/SH reports are handled differently:
- Reports are received only by designated, specially trained focal points
- Survivor safety and wellbeing are the absolute first priority
- All information is kept strictly confidential — shared only on a need-to-know basis
- Survivors are referred to professional GBV services without pressure or judgment
- Reporting is always voluntary — no survivor is required to participate in an investigation
You do not need evidence to report. You can report on behalf of someone else with their consent. Anonymous reports are also accepted.
How the Process Works
Once you submit a concern, here is what happens. All timelines are in business days.
| Action | Details | Timeline | |
|---|---|---|---|
| 1 | Submit | Contact us through any channel. You do not need a form — a phone call, WhatsApp message, email, or in-person visit are all equally valid. | Day 0
|
| 2 | Acknowledgement | We confirm receipt and issue a unique reference number to track your case. Anonymous complainants will not receive personal acknowledgement, but their concern will be reviewed. | ≤ 5 days
|
| 3 | Assessment | Your complaint is reviewed and assigned to the appropriate team or implementing partner. | ≤ 7 days
|
| 4 | Response | You receive an initial response or progress update. If the matter is complex, you will be informed of how much more time is needed. | ≤ 14 days
|
| 5 | Resolution | Most complaints are resolved within 30 business days. Complex matters may require additional time — you will be kept informed at each stage. | ≤ 30 days
|
| 6 | Appeal | If you are not satisfied with the outcome, you have the right to appeal. See Escalation Options. | If needed
|
Grievances submitted in Arabic will be responded to in Arabic. No translation will be required from you.
If You Are Not Satisfied — Escalation Options
If your concern is not resolved at the project level, or if you are not satisfied with the response, you have the right to escalate:
Level 1
UNDP Yemen Project Management Unit (PMU)
If you have not received a response within the expected timeframe, or are unsatisfied with the response from the implementing partner, contact the GM Focal Point directly.
Gm.ye@undp.org · +967 784 819 999 · WhatsApp
Level 2
UNDP Stakeholder Response Mechanism (SRM)
A formal UNDP accountability mechanism, independent of UNDP Yemen operations, available when you are not satisfied with the country office response.
stakeholder.response@undp.org · undp.org/accountability/secu-srm ↗
Level 3
World Bank Grievance Redress Service (GRS)
If you believe the project is not meeting World Bank environmental and social standards, you may submit directly to the World Bank.
⚖️ Your right to legal remedies — Using this GM at any level does not limit or waive your right to use national courts, administrative bodies, or any other legal process. These are independent options and you may use them at any time.
Contact the GM Focal Point
For any question, complaint, or concern about UNDP Yemen's World Bank-funded projects:
🏢Office: UNDP Main Office — Aden, Khormaksar
All channels are monitored during regular UNDP Yemen working hours. For urgent matters — including any SEA/SH concern — please use the dedicated SEA/SH contact ↑
The GM Focal Point is a functional role. If you do not receive a response within 3–5 business days, you have the right to escalate through the channels above.
