Stakeholder Response Mechanism (SRM)

In June 2014, UNDP adopted mandatory Social and Environmental Standards (SES) for all of UNDP’s projects and programs effective 1 January 2015. UNDP's revised Social and Environmental Standards (SES) came into effect on 1 January 2021. 

This guidance underpins UNDP’s commitment to mainstream social and environmental sustainability in Programmes and Projects to support sustainable development. 

The SES objectives are to:

• Strengthen the quality of programming by ensuring a principled approach;
• Maximize social and environmental opportunities and benefits;
• Avoid adverse impacts on people and the environment;
• Minimize, mitigate, and manage adverse impacts where avoidance is not possible;
• Strengthen UNDP and partner capacities for managing social and environmental risks;

• Ensure full and effective stakeholder engagement, including through a mechanism to respond to complaints from project-affected people.

   

The standards are underpinned by an Accountability Mechanism with two key components: 

Stakeholder Response Mechanism

The Stakeholder Response Mechanism (SRM) helps project-affected stakeholders, UNDP’s partners (governments, NGOs, businesses) and others jointly address grievances or disputes related to the social and/or environmental impacts of UNDP supported projects.

Stakeholder Response Mechanism (SRM) has been setup to receive and address grievances related to the social and environmental impacts of any project which is implemented by the UNDP in Timor-Leste in a timely and efficient manner. 

SRM mechanism ensures individuals, people, and communities affected by projects/programmes have access to appropriate grievance resolution procedures for hearing and addressing project related social and environmental complaints and disputes.

Compliance Review

The Compliance Review responds to claims that UNDP is not in compliance with applicable environmental and social policies.

The Social and Environmental Compliance Unit (SECU) investigates complaints from project-affected communities and individuals who believe UNDP has not complied with its social and environmental commitments, and recommends measures to address findings of non-compliance. In particular, this includes non-compliance with UNDP’s Social and Environmental Standards.

Social and Environmental Compliance Unit: secuhotline@undp.org

Who May File a Complaint? 

Any person or community who believes the environment or their wellbeing may be affected by a UNDP-supported project or programme may file a complaint. A representative, such as a civil society organization, may also file a complaint on behalf of affected communities. People who file complaints may request that SRM and SECU protect their names and identities. 

Submitting an SRM Request

If you are an individual or stakeholder in a specific project/program being implemented by UNDP Timor-Leste, or if you represent a community of stakeholders, you may submit requests via any of the following mediums.

By Phone or Fax

Phone Number: +670 3311-220.

By Post

UNDP Country Office; UN House, Building 10, Caicoli Street, P.O.Box. 008, Dili, Timor-Leste.

By recording your voice

You may record your requests or concerns and send them through email to srm.tls@undp.org (in any language or any format)

Direct feedback during field visits, consultations, workshops, meetings, and training

If you do not receive a satisfactory response to your request, you can submit your concerns directly to our corporate-level grievance mechanisms, i.e., the Social and Environmental Compliance Unit (SECU) via secuhotline@undp.org and/or the Stakeholder Response Mechanism via stakeholder.response@undp.org.