Potential Complaints

The UNDP project “Enhancing the Energy Management System to Scale up Energy Efficiency Investments in Public Buildings in Serbia” has established its own transparent and accessible Grievance Redress Mechanism to allow individuals and communities to voice any concerns about the project’s impacts or potential non-compliance with UNDP Social and Environmental Standards.

You can submit such a complaint using any of the following means:

• Regular Mail Address:
  Faculty of Mechanical Engineering
  University of Belgrade
  Kraljice Marije 16
  11120 Belgrade
• Email: mf@mas.bg.ac.rs and jpesic@mas.bg.ac.rs
• Phone: +381 11 3302-200, Jasmina Pešić Jotić, International Relations Officer

All complaints will be acknowledged and investigated, and the complainant will be informed about the findings and any actions taken to address legitimate concerns raised.

If needed, you can also escalate your concern to the UNDP’s corporate Stakeholder Response Mechanism or Social and Environmental Compliance Unit that are accessible through::

• Email: project.concerns@undp.org and secuhotline@undp.org (in any language)
• Phone: +1(917)2074285 (costs incurred by the caller)
• Messaging App: Send a message to +1 (917) 207-4285 using WhatsApp, Viber, or Signal
• Regular Post:
  SECU/SRM
  United Nations Development Programme
  One UN Plaza, 4th Floor
  New York, NY, USA 10017

While there are no strict format or language requirements when using these corporate systems, it is helpful if the complaint includes the following information:

• Name, address, telephone number, and other contact information.
• Whether the Complainant(s) wish to keep their identity confidential, and if so, why.
• Name, location, and nature of the UNDP project or programme (if known).
• How the Complainants believe they have been or are likely to be adversely affected by the UNDP-supported project or programme.
• If a third party, such as a civil society organization, is filing a complaint on behalf of an affected individual or community, the complaint should include evidence that the third party is working on behalf of the individual or community.
• Although helpful, it is not necessary to cite specific UNDP standards or policies (such as the UNDP’s Social and Environmental Standards) that appear to be violated.