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The two-way communication system is being rolled out to all refugee settlements in Uganda and is anticipated to cover the entire refugee operation by February 2019. The FRRM includes, for the first time in Uganda, the establishment of a centralised call centre with an inter-agency toll-free countrywide helpline as one of its essential elements. This allows refugees to report urgent protection...
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The two-way communication system is being rolled out to all refugee settlements in Uganda and is anticipated to cover the entire refugee operation by February 2019. The FRRM includes, for the first time in Uganda, the establishment of a centralised call centre with an inter-agency toll-free countrywide helpline as one of its essential elements. This allows refugees to report urgent protection and assistance-related problems, receive guidance on queries that they raise, lodge complaints about sensitive incidents or obtain general information and advice. The calls will be answered in real time and the complaints will be transferred to relevant agencies for resolution, while ensuring confidentiality of the information received through the helpline. The new inter-agency Feedback, Referral and Resolution Mechanism (FRRM) will augment the existing information sharing system in refugee settlements and provide safe, accessible and reliable communication channels to refugees and asylum seekers. The FRRM will include, for the first time in Uganda, the establishment of a centralized call centre with an inter-agency toll-free countrywide helpline. This will allow refugees and asylum seekers to report urgent protection and assistance-related problems, receive guidance on queries, lodge complaints about sensitive incidents or obtain general information and advice. The calls answered in real time and complaints will be transferred to relevant agencies for resolution, while ensuring confidentiality of the information received through the helpline. The system will enable UNHCR, the Government of Uganda (GoU) and humanitarian partners to effectively manage feedback, inquiries and complaints received from refugees and asylum seekers and provide timely responses to their concerns. The FRRM currently comprises a number of channels including the new toll-free helpline and already existing mechanisms to receive feedback from refugees such as protection desks, suggestion/complaint boxes, community structures and face-to-face communication with refugees.
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Prevention
  
Treatment
  

Stage 3: Proof of Concept

Focus Areas:

Health and Refugees

Health and RefugeesSEE LESS

Implemented In:

Uganda

UgandaSEE LESS

1
Country Implemented In

Milestone

Date Unknown
New Country Implemented In
Uganda