In response to Movement Control Orders and public health advice provided by the Government of Malaysia, most UNHCR services, including resettlement, are carried out remotely (via telephone or video call) to protect the health of refugees as well as UNHCR personnel.

International travel has been heavily impacted by COVID-19, affecting the departure of accepted refugees, including those in Malaysia.

While these changes have resulted in remote interviews, resettlement eligibility criteria and processes remain the same.

  • Resettlement is not a right. Registration or granting of refugee status by UNHCR does not mean an individual will be referred for resettlement.
  • Resettlement remains a protection tool for highly vulnerable refugees. Identification for potential resettlement submission will continue to be based on individual protection needs.
  • The submission of a case for resettlement consideration is contingent on many factors, including the severity of individual protection needs, the protection environment, the position of the host country and the availability of resettlement places.

If you are preliminarily identified for resettlement, the Durable Solutions Unit (DSU) may contact you by telephone, if additional information is required to complete a resettlement processing eligibility assessment.

Resettlement Interview

If you are found to be eligible for resettlement processing, you will be invited to a remote interview. In principle, all interviews take place online or via telephone. In exceptional circumstances you will receive an invitation for an onsite interview at UNHCR, COVID SOPs permitting. During your call, you can let the Durable Solutions Unit know if you do not wish to proceed with a remote interview. It will not affect the outcome of UNHCR’s consideration for your resettlement processing.

During the remote resettlement interview, the UNHCR staff member will brief you on the purpose of the call and an overview of the resettlement process. You should also confirm whether you are in a safe space where your privacy and confidentiality is protected. Guidance will be provided if there is a need for you to submit your documentation to UNHCR.

Please do not record your audio or video remote resettlement interview. This would be a breach of confidentiality and will be viewed seriously by UNHCR.

After the Resettlement Interview

After the resettlement interview, your situation will be carefully reviewed and a decision will be made on whether a submission will be made to a resettlement country for their consideration.

If you already had a resettlement interview with UNHCR and have questions or wish to update information, e.g. changes in family composition/ circumstances, please send an e-mail to Please however note that UNHCR is not able to individually respond to all e-mails given the large volume of e-mails received. Please do not send the same e-mail multiple times to UNHCR as it will further delay processing.

If you are submitted for resettlement, either the Durable Solutions Unit or the resettlement country will contact you to provide you with more information.

Resettlement countries ultimately decide whether or not to grant resettlement according to their policies and laws.

If a submission was made to the United States of America, you can check your processing status with the Resettlement Support Center (RSC) below.


Telephone: +603 2141 5846

Fax: +603 2144 8716

Web portal CASI.

If a submission was made to Canada, you can check your case status using the Immigration, Refugees and Citizenship Canada’s web form.

Pre-departure Arrangements and Travel to a Resettlement Country

Many countries continue to apply travel restrictions to limit the entry of non-nationals due to the COVID pandemic. As well, additional medical screening measures for entry have been put in place by countries to manage the risk of a COVID-19 outbreak. While a small number of accepted refugees have been able to travel to resettlement countries, there are currently long delays for departure around the world. Resettlement countries remain committed to receiving refugees and it is expected that international travel will gradually resume when the pandemic subsides.

The International Organization for Migration (IOM) organizes necessary pre-departure arrangements, including medical screening and cultural orientation, as well as travel arrangements for accepted refugees to the resettlement country. If you have been accepted by a resettlement country, IOM will contact you once the travel instruction is ready. If you have been accepted for resettlement and have a question about your pre-departure arrangements or travel, you can contact IOM Kuala Lumpur at or call +603 923 5540.

Have Some Questions?

For more information, please consult the Resettlement Frequently Asked Questions (FAQ).