Frequently asked questions on resettlement

Resettlement refers to the process of selection and transfer of refugees from a country in which they have sought protection (for example Uganda) to another country which has assessed the case and agreed to admit the individual or family and provide permanent residence.

Who is not eligible for resettlement?

• A person who has committed a crime against peace, a war crime, or a crime against humanity, as defined in the international instruments drawn up to make provision in respect of such crimes. These may include:
  • Murder
  • Torture
  • Sexual violence
  • Enslavement
  • Persecution, etc.
• A person who committed serious non-political crimes outside the country of refugee prior to their admission to another country as refugees.
• A person who has been guilty of acts contrary to the purposes and principles of the United Nations.
• A person who, like other refugees, need international protection, but for whom separate arrangements have been made to receive protection or assistance.

Can I be permanently disqualified from resettlement program?

Any refugee who attempts to commit fraud relating to their resettlement case may be permanently disqualified from any resettlement program at any stage of the process, by UNHCR. This includes:

• Giving false information about your marital status, as well as conducting marriage with the purpose of resettlement.
• Giving false information about any aspect of personal history, including your personal details, the reason for flight to or the period of asylum in Kenya.
• Claiming a false identity or attempting to replace one person with another.
• Not being precise and accurate about a relationship to someone on the case or a related case.
• Attempting to add a person on a case who is not a genuine member of the family.
• Hiding a family member or making a false claim of losing a family member wife/husband in the hope of qualifying for resettlement.
• Presenting forged or fraudulent documents including birth, marriage, and death documents.
• Charging money to refugees for resettlement services.
• Making false claims or reports about fraud against staff or refugees.

Can I choose which country I am resettled to?

No. Refugees can not choose the country of resettlement

Can I reject a resettlement country chosen for me? What happens to my case after I reject the offer?

If you choose not to be considered for resettlement to a particular country, you risk being excluded from all future resettlement processing. If you decide to withdraw your case from the resettlement country who has interviewed and accepted your case, UNHCR will counsel you on the implications and consequences of the withdrawal. Please understand this is a risk because UNHCR may not be able to submit the case again to the country of your choice, and it will be the decision of the other resettlement country whether to accept the family for resettlement.

My spouse/children are in XX country and I would like to be reunited with them.

If you would like to explore other means of reuniting with your family member outside of the resettlement program, please inform your family member to approach the immigration office or non-governmental organization, where appropriate in the resettlement country for advice on how the process can be initiated.

How long does the resettlement process take?

Resettlement is a time-consuming process for all the people concerned and the processing time varies from country to country due to different immigration laws, priorities and resources. It is very hard to predict how long it will take from the time a family has completed resettlement interview with UNHCR to the time they actually leave Uganda. Issues such as birth, marriage, pregnancy, divorce and custody, registration, deaths have to be properly assessed and resolved before resettlement can happen.

Where can I report Fraud, Corruption and Exploitation by Officials?

You should report any fraud, corruption or exploitation by UNHCR and partners that you observe. UNHCR has vigorous procedures to prevent fraud and corruption and to investigate and take action against fraudulent and corrupt persons.  If you wish to report improper conduct (including corruption, fraud, bribery, exploitation, extortion, etc.) by UNHCR or other official or implementing partner, please contact the UNHCR toll free helpline 0800323232. Inform the operator that you want to report a fraudulent activity.  Your call will be referred to a specialist staff member and treated in full confidence.

What time can you call?

Available Monday to Sunday.

08:30 – 18:30 Monday, Tuesday, Thursday, Friday

08:30 – 17:30 Wednesday

09:00 – 18:00 Saturday and Sunday

My spouse/child is in country X and I would like to be reunited with them. How do I go about that?

If you would like to explore other means of reuniting with your family member outside of the resettlement program, please inform your family member to approach the immigration office or non-governmental organization, where appropriate in the resettlement country for advice on how the process can be initiated.

How safe is the personal information that I submit during the process?

All UNHCR resettlement files are kept strictly confidential. UNHCR requests all refugees whose cases are considered for resettlement to sign a declaration authorizing UNHCR to share all information and any documents pertaining to them and their family members with government officials from the resettlement country.

What information can I share with UNHCR when in the process of resettlement? 

When in the process of resettlement, it is important to provide UNHCR with the following information as soon as possible: 

• All changes in family composition such as deaths, new births and marriages
• It is important to inform the UNHCR team if anyone on the resettlement case has gone missing
• Let them know when someone has returned t their country of origin or if they have departed to another country. 
• Changes in contact information such as new telephone numbers, email addresses and physical addresses. 

How long does the resettlement process take?

Resettlement is a long process. It may take months or more than a year or several years, depending on the resettlement countries and their assessment procedures. It may also take a while to find suitable accommodation for refugees. 

How will I know if my resettlement case is submitted and has been accepted?

When your case has been submitted to a resettlement country, you will receive a letter of submission from UNHCR. If you have not received this letter, your case has not yet been submitted. If your resettlement case has been accepted, you will receive an acceptance letter from the resettlement country. After being accepted for resettlement, IOM or UNHCR will contact you and inform you of the next steps. This will include medicals at IOM and in certain cases follow up by UNHCR.

Do not sell your property, leave your job or take your children out of school until you have a flight ticket with the date of your departure.

I was told that if I paid money to someone, I would be resettled. Is it true?

No, it is not true. All basic services provided by UNHCR, and its partners are free of charge. Do not trust anyone or any organization that asks for money to be paid for services provided by UNHCR, UNHCR partners or the Government of Uganda. If you have been approached by someone claiming, they can help your case. Please inform UNHCR immediately. You can report this through the following channels:

• You can send an email to UNHCR at [e-mail]
• You can call the toll free helpline 0800323232
• You can put your complaint in a complaint box. Complaint boxes are available at all UNHCR offices in Kampala and the settlements.

If you have any information about a UNHCR staff member involved in any kind of fraud or corruption, inform UNHCR using the information above or send an anonymous email to the Inspector General’s Office at UNHCR. Your concerns are taken seriously and will be treated with confidentiality.

Send a confidential email to [e-mail]