The UNHCR Jordan Helpline is a call centre that allows refugees to ask any questions or file complaints. It offers information on all UNHCR activities and recent updates on changes in procedures. Refugees and asylum-seekers can call the UNHCR Helpline, offered in three languages: Arabic, Somali and English. Callers are connected to an Interactive Voice Response (IVR) or transferred to a Helpline agent who provides counselling and responses to refugees’ requests and creates a ticket/referral as needed. The Helpline uses the Refugee Assistance Information System (RAIS) as its main database and ticketing platform. The system is designed to create a ticket for each caller. The ticket is used to register the purpose of the call and to indicate how the complaint/request will be further escalated.