“Whenever I am experiencing a problem, the first thing that comes to my mind is the counselling line.”

When Abdulmubin Nesiri, 45, left Afghanistan with his wife and children in search of safety, he hoped to build a more secure future. The family journeyed through Iran before arriving in Türkiye in 2021, settling in the northern city of Amasya. Their youngest child of 5, Aylin, was born in Türkiye.

But shortly after their arrival, life took an unexpected turn. Abdulmubin’s 18-year-old son began suffering from frequent nosebleeds. A visit to the local state hospital revealed devastating news: he had blood cancer. “In Afghanistan, we did not get any treatment. Only when we came to Türkiye did we understand what was wrong.”

The family was referred to a state hospital nearly two hours away. With Abdulmubin working as a door painter in the industrial sector, covering transportation costs for hospital visits felt difficult until he was introduced to UNHCR’s counselling line.

Another Afghan patient at the hospital suggested he reach out to UNHCR’s partner Association for Social Development and Aid Mobilization (ASAM), who then connected him with UNHCR’s counselling line. That call changed everything.

“I am so thankful for the counselling line,” he says. “Whenever I am experiencing a problem, the first thing that comes to my mind is the line. I have called for bus tickets when I have to take my child to the hospital for treatment. They have not turned me away, not once.”

Through UNHCR’s counselling line, Abdulmubin received transportation support ensuring his son could continue treatment. For him, the service means more than material help, it is a source of trust and dignity.

“I trust the counselling a lot. I know UNHCR protects our information and has confidentiality,” he adds. “I would recommend the counselling line to people I trust.”

Despite the hardships, Abdulmubin holds onto hope. His greatest wish is for his children, two of whom are still minors, to grow up with opportunities he never had. “My hope for the future is that my children study and get an education. Education is essential. I want them to grow up in a safe country and not live through what I experienced.”

He also has a message for other refugees living in Türkiye. “They should embrace and live in Türkiye as their own country. They should be model citizens. They are hosting us.”

For Abdulmubin and many others like him, UNHCR’s counselling line is not just a phone service, it is a lifeline of support, information, and hope.

Since 2019, the UNHCR Counselling Line in Türkiye has been instrumental in assisting refugees by offering essential information and guidance. It often serves as their initial point of contact with UNHCR. Operated under the direct supervision of the UNHCR Protection team, the service provides counseling in 14 languages, including Arabic, Pashto, Farsi/Dari, and Kurdish, reflecting the main nationalities of callers from Syria, Afghanistan, Iran, and Iraq. From January to September 2025, the Counselling Line supported more than 150,000 individuals through phone counseling. The most frequent inquiries related to resettlement, followed by requests for legal assistance. Additionally, approximately 14,000 persons with specific needs were identified and referred to relevant functional units for further protection interventions.