2.6.3 Scope of RSD Feedback and Complaints Procedures Existing UNHCR feedback and complaints procedures should be used to provide suggestions, comments or complaints relating to the RSD procedures, including but not limited to concerns about procedural fairness, such as issues related to the quality, availability or conduct of the staff involved in the RSD process, the premises where the RSD is conducted, or of access to the UNHCR Office. Information on the feedback and complaints procedures should make clear that these procedures are distinct from appeal or re-opening procedures and should not be used to request a review of the correctness of the RSD decision. Furthermore, Applicants should be advised that reporting through feedback and complaints procedures will not in any way prejudice or positively influence the consideration of their refugee claim. 2.6.4 RSD Feedback and Complaints Procedures UNHCR Offices should establish procedures that allow asylum-seekers and refugees to provide feedback or make complaints regarding the RSD Procedures at any point during the RSD process or following a final determination of a refugee status claim. Feedback and complaints can be given or made in writing or orally. Where feedback or complaints are given orally, the date and details of the issue should be recorded in writing and forwarded to the designated UNHCR staff member dealing with feedback on RSD according to the established procedures in the Office. Feedback and complaints procedures can encourage but not require that persons submitting the feedback or complaints identify themselves by registration number alone if they prefer, so as to allow any necessary follow-up with the individual concerned. However, asylum-seekers and refugees should be given the possibility to also make complaints or provide feedback anonymously. It is recommended that feedback and complaints procedures incorporate a Feedback/Complaint Form to encourage individuals to submit relevant and detailed information about the substance of the issue, and to provide their identity and contact details, if they wish to do so. Feedback and complaints procedures should permit individuals who are illiterate, or otherwise require assistance in UNHCR RSD procedures, to receive assistance in submitting feedback or complaints from a staff member other than the staff member who may be the subject of the feedback or of the complaint. All feedback and complaints should be received and reviewed by the UNHCR Office no matter in which form they are submitted. The feedback and complaints mechanism established in each Office should include accessible channels for providing feedback in a confidential manner (at a minimum, a confidential box that is easily accessible, including to those who do not have access to UNHCR’s premises, i.e. outside of the gate of the UNHCR office/compound). Additional means of receiving feedback and complaints may include dedicated email addresses, telephone helplines and SMS/messaging or similar systems. Offices are encouraged to develop multiple means of receiving feedback and complaints, and of communicating with asylum-seekers and refugees that are appropriate to their operational contexts. UNHCR Offices should establish clear referral lines allowing RSD-related feedback or complaints made to units other than the RSD Unit to be forwarded to the RSD Supervisor without delay. 60 Procedural Standards for RSD under UNHCR’s Mandate