Article 81(3) LFIP states that international protection applicants and status holders are free to seek counselling services provided by NGOs.
NGOs have been instrumental in providing humanitarian aid and facilitating access to education, employment, and healthcare services to Syrian refugees in Türkiye since 2011. However, the impact and sustainability of intercommunal activities and projects connecting refugees with people or institutions of authority to enhance social cohesion and facilitate refugees’ adaptation to the national system have been questioned.[1]
The UNHCR Counselling Line provides counselling on registration procedures, referrals and existing support mechanisms, specifically resettlement, financial assistance and assistance for persons with specific needs.[2] Since its launch in July 2019, the UNHCR Türkiye Counselling Line handles about 80,000 calls monthly. Currently, 50 operators manage these calls in 15 languages, including Arabic, Farsi, English, Turkish, French, Kurdish, and Somali, with additional languages like Pashtu, Urdu, and Russian available upon request[3]. In June 2023, the UNHCR Türkiye Counselling Line received over 76,400 calls, with operators answering around 28,500 of them from 80 provinces across Türkiye, most of the callers were Syrian nationals, followed by those from Afghanistan and Iran[4]. Since February, most calls have come from earthquake-affected provinces. About 1,000 individuals were received counselling through UNHCR’s dedicated GBV line.
UNHCR uses its digital CwC platforms, including the Help website and Facebook Information Board and WhatsApp Communications Tree, to share information about rights, obligations, and available services in multiple languages for refugees and asylum seekers. By the end of June 2024, the UNHCR Türkiye Information Board on Facebook had nearly 103,000 followers. The UNHCR Türkiye Help page surpassed 3 million unique visitors in June 2023 and a section dedicated to earthquake-related information, launched on 8 February, garnered over 75,000 views[5].
SGDD-ASAM, the largest NGO and implementing partner of UNHCR in Türkiye, has 43 offices in 27 provinces in Türkiye and provides counselling and information services. Other organisations such as Refugee Rights Türkiye in İstanbul, Izmir, Edirne and Van and International Refugee Rights Association in İstanbul and Mülteci-Der in İzmir and Van have helplines and can be accessed by phone. Refugee Rights Turkiye has separate help desks in Turkish, English, Arabic, Farsi/Dari and French for registration, detention and unaccompanied minors. Refugee Support Centre (Mülteci Destek Derneği, MUDEM) has presence in various provinces, while HRDF has offices in Istanbul, Bilecik, Kütahya, Eskişehir, Ağrı, Van and Ankara and provides information and psychosocial support. Support to Life and YUVA Association are also mainstream organisations that are very active in the field, having a presence in several cities. There are some local refugee-led and disapora-led organisations that are well connected with their communities, providing information and support.
Faith-based organisations are also very active in providing assistance to applicants, Türkiye Diyanet Foundation, a state-funded faith agency based in Ankara targets mostly educated young Syrians and provides humanitarian aid, financial assistance and language classes. Insani Yardim Vakfı is another faith-based organisation active nearly in every province of Türkiye.
There are also NGOs helping vulnerable groups such as Women’s Solidarity Foundation (KADAV) for women in İstanbul, the Foundation for Women’s Solidarity in Ankara, Women for Women’s Human Rights (WWHR) and Purple Roof Women’s Shelter Foundation, Kaos GL based in Ankara assists LGBTQI+ people, as does Red Umbrella Sexual Health and Human Rights Association, SPOD and Hevi LGBTI+. Positive Living Association based in İstanbul assists people living with HIV, while Red Umbrella Sexual Health and Human Rights Association has set up seven service units in five provinces for LGBTQI+ persons, sex workers and people living with HIV in Türkiye.
Moreover, international protection applicants may also access the International Organisation for Migration (IOM) and NGOs carrying out resettlement-related activities, such as the International Catholic Migration Commission (ICMC) in İstanbul.
[1] Özge Zihnioğlu & Müge Dalkıran, ‘From social capital to social cohesion: Syrian refugees in Turkey and the role of NGOs as intermediaries’, August 2021, available here.
[2] UNHCR, Türkiye 2019: Operational Highlights, 6 March 2020, available here.
[3] UNHCR, “On the Frontline”, available here.
[4] UNHCR Operational Update June 2023, available here.
[5] UNHCR Turkiye, Operational Update June 2023.