“With each answer I received, I felt a little more at ease.”

Niloofar is a refugee from Iran who came to Türkiye after facing serious difficulties and fearing prosecution in her home country. Hoping to find safety, she made the journey with the help of people she knew. However, when she arrived, she had no idea that she could apply for refugee status.

“A family I knew from Iran told me they could help while I stay here,” she says. Based on what she learned from her hosts, she tried to initiate legal procedures and reach out to lawyers. However, language barriers and not knowing where to begin made this uncertain period even more difficult.

Everything changed when another refugee she met explained that she had the right to apply to the Turkish government for refugee status and mentioned UNHCR as a source of guidance on the process. She began researching online and found the number for UNHCR’s Counselling Line. That phone call marked a new beginning for her. After calling the line, the process moved faster than she had expected.

“I felt so relieved that I could share my story comfortably, in my own language,” she says. She was referred by the Counselling Line to UNHCR’s NGO partner SDGG-ASAM, who contacted her the same day. “When I went to the ASAM office, they welcomed me warmly. They conducted an interview, told me that they would provide translation support and guidance on how to properly apply for international protection. They even provided a WhatsApp line I could reach out to when needed.”

After all she had been through, finding a support line was very important for Niloofar. “I also called the Counselling Line multiple times throughout the process. Every time I called, they helped me. Even when I asked the same questions repeatedly, they responded patiently. I spoke with different people each time, but they were able to access my file using the reference code and update me. With each answer I received, I felt a little more at ease.”

Niloofar says she was surprised at how easy things got after contacting the Counselling Line and now intends to reach out for any future concerns. She believes more refugees need to know about this service: “I will tell everyone I know about this service. Because many refugees are in the same situation as I was. Yet there is a support line like this; people should know more about it.”

With the generous contributions of donors, including the Government of Japan, UNHCR Türkiye’s Counselling Line—taking calls in 15 languages—offers counselling to refugees and asylum-seekers regarding procedures, rights, and obligations related to their stay in Türkiye. It also provides information on resettlement, available services, and individual guidance. These services aim to support refugees in improving their living conditions in their host country while they await longer-term solutions.

To reach UNHCR Türkiye’s Counselling Line, please call: 444 48 68