LocationsUNDP Yemen
Grievance Mechanism
Your 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.
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.
If your concern relates to a UNDP-supported project or programme that is not part of the World Bank-funded portfolio, it can still be raised through the Stakeholder Response Mechanism (SRM), described under process & escalation. The SRM applies to all UNDP-supported activities and is guided by UNDP's Social and Environmental Standards (SES).
Your rights are protected — without prejudice
These commitments apply at every level, whether your concern is handled through the GM or the SRM:
Your identity and personal information will be kept strictly confidential.
Every complaint will be treated fairly, impartially, and without discrimination.
No person will face 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.
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: +967 784 906 666 (Text or voice message)
✉️ SMS: +967 784 906 666 (No internet required)
📧 Email: Gm.ye@undp.org
🏢 In-person — UNDP Main Office, Aden (Khormaksar) - Walk-in visits and written submissions accepted during working hours. Working hours are 8:00 AM - 4:00 PM, except Thursdays until 2:30 PM.
If you need help submitting, 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.
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:
- Survivor safety and wellbeing are the absolute first priority
- Reports are received only by designated, specially trained focal points
- All information is kept strictly confidential — shared only on a need-to-know basis
- Survivors are referred to professional care 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
|
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 2
UNDP Stakeholder Response Mechanism (SRM)
The SRM is a formal UNDP accountability mechanism, independent of UNDP Yemen operations. It provides a structured platform for stakeholders to raise concerns related to the social and environmental impacts of UNDP-supported activities and is guided by UNDP's Social and Environmental Standards (SES). Through the SRM, 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
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. worldbank.org/grievances ↗
Your right to legal remedies
The GM and SRM are not a substitute for national courts. Using either mechanism does not limit or waive your right to use national courts, administrative bodies, or any other legal process. These are independent options, available at any time — alongside or instead of the GM and SRM.
