Berlin Independent Office for Complaints

Die Berliner unabhängige Beschwerdestelle

Hier ist das Logo der Berliner unabhängigen Beschwerstelle zu sehne

Welcome to the website of the Berlin Independent Office for Complaints.

Important information for Ukrainians


The goal of this project is to improve the conditions for refugees living in Berlin reception centers (AE and GU).

Through our office, confidential persons are ready to help and empower refugees to formulate complaints in their language and forward these to the Landesamt für Flüchtlingsangelegenheiten (LAF; State Office for Refugee Affairs). In the future, we will offer consultation hours in the office for complaints and in the accommodations.

To learn more about how to submit a complaint and what our procedures are, please play the following podcast:

The following people can contact us:

  • Residents of Reception Centers (AE) and Shared Accommodations (GU) operated on behalf of the LAF (all center residents can contact us, regardless of their residency status and weather receiving benefits from LAF or Jobcenter – if the LAF is not responsible for the center, only advice or a referral is possible);
  • Individuals receiving LAF benefits (regardless of housing);
  • Employees of providers and security firms working in AE / GU;
  • Volunteer helpers;
  • Neighbors of AE / GU if the complaint is about accommodation-related facts (we are not able to assist with complaints about political decisions – such as site planning, the acceptance of federal and state asylum seekers, the type and scope of benefits, or similar issues);
  • Refugees whose complaint is the responsibility of another state or federal agency (in this case, only advice or a referral is possible);
  • Residents, inhabitants, and employees of future shelters from the Gesamtstädtische Steuerung der Unterbringung von Wohnungslosen (GStU; General Urban Management of the Accommodation of Homeless People) in which a pilot complaint office is being established.
Das Team der Berliner unabhängigen Beschwerdestelle
The current team of the independent complaints office. More colleagues will soon be recruited.

You can contact us online or by phone. Our hotlines document complaints in your language from anywhere in Berlin. We will also visit the Reception Centers (AE) and Shared Accommodations (GU) operated on behalf of the State Office for Refugee Affairs (LAF) to receive complaints directly.

We speak Arabic, Farsi, Dari, English, Pashto, Russian, Tigrinya, Kurdish, Vietnamese, Turkish, French and German. Sign language interpretation and other languages can be arranged.
All our rooms are wheelchair accessible.

All conversations are confidential and can remain anonymous.

Assistance is free.

Contact the complaints office

We will call you.
We will contact you via messenger.

Contact by phone:

We are available Monday to Friday from 09:00 – 17:00.

All employees

+49 1520 1340131woman
+49 173 6170890man
+49 174 3087100man
+49 1520 1377210[Maghreb], woman (Mo – Th)
+49 173 6170890man
+49 173 6170724man
+49 173 6170136man
+49 173 6170136man
+49 173 6170143woman
+49 174 3087100man
+49 173 6178705man
+49 173 6178705man
Farsi and Dari:
+49 173 6170865woman
+49 173 6170143woman
+49 173 6170724man
+49 1520 1387488man (13:30-17:30)
+49 173 6170275man (Mo – Th)
+49 1520 1377210woman (Tu – Fr)
+49 173 6170136man
+49 1520 1387488man (13:30-17:30)


Our working hours are from Monday to Friday from 9:00 – 17:00.

Berliner unabhängige Beschwerdestelle
Donaustraße 78
12043 Berlin

Tel. +49 30 816901 – 2570

General contact:
Contact for complaints:

Directions: U-Bhf Karl-Marx-Straße or bus Geygerstraße (M41 from Hermannplatz)