Imagine opening your mailbox and finding an official letter written in a language you barely understand. Or logging into a government portal and discovering a notification that leaves you wondering what it means.

Your first thought might be: “Did I do something wrong?”

For Ukrainians who have moved to Estonia, Lithuania, or Latvia, situations like this can be particularly stressful. Different administrative systems, unfamiliar terminology, and language barriers can turn an ordinary notification into a source of uncertainty.

However, receiving an official letter does not necessarily mean something is wrong. It may contain general information, a request for additional documents, an invitation to an appointment, or an important administrative decision.

The key is not to ignore it or immediately assume the worst.

Here are four practical steps to help you understand what to do next.

Step 1. Check Who Sent the Message

Before responding, identify the organisation or institution that sent the letter.

Is it a government agency, municipality, healthcare provider, social service, or another official institution?

Look for the organisation’s name and contact details. If you are unsure whether the message is genuine, verify the information through the institution’s official website rather than relying only on the contact details provided in the message.

Be especially careful with unexpected links, payment requests, or messages asking you to provide sensitive personal information.

Remember: an official-looking message is not always an authentic one.

Step 2. Look for Important Deadlines

One of the most important details in any official notification is whether it requires action within a specific period.

Check whether you need to submit documents, respond to a request, attend an appointment, or complete another administrative procedure.

Pay attention to dates and deadlines. The date when a letter was issued is not necessarily the deadline for responding.

Some official decisions may also include a limited period for submitting an appeal or requesting a review.

If the deadline is unclear, contact the responsible institution for clarification as soon as possible.

Even when you do not fully understand a document, identifying a possible deadline can help you avoid unnecessary complications.

Step 3. Understand What Is Being Asked of You

Not every official notification requires immediate action.

Some letters simply provide information. Others request additional documents, explain a decision, or ask you to complete a particular step.

Try to identify the main purpose of the message:

• Is the institution informing you about something?
• Does it require a response or additional information?
• Is there a decision that may affect your rights or access to services?
• Are there instructions you need to follow?

Online translation tools can help you understand the general meaning of unfamiliar text. However, automatic translations are not always accurate, especially when dealing with legal or administrative terminology.

If the document concerns your residence status, social benefits, healthcare access, or another important matter, consider asking the institution or a qualified specialist to clarify its meaning.

Step 4. Ask for Support When You Need It

You do not have to navigate every administrative procedure on your own.

Sometimes the most difficult part is not completing a form or submitting a document, but understanding which institution is responsible and what you are expected to do.

Within RefAid BaltHUB, counsellors help Ukrainian refugees navigate unfamiliar systems, find relevant services, and understand possible next steps.

Depending on your situation, support may include information, guidance on administrative procedures, referrals to appropriate organisations, or assistance in identifying where to seek specialised advice.

When requesting support, keep a copy of the original document and explain what you find confusing. Share sensitive personal information only through appropriate, trusted channels.

If the message includes an urgent deadline or possible legal consequences, contact the responsible institution or a qualified professional promptly rather than waiting for a routine consultation.

Why Accessible Information Matters

For people adapting to life in a new country, receiving official information is only one part of the process. Understanding it and knowing how to respond can be equally important.

A language barrier should not prevent someone from accessing healthcare, social services, administrative procedures, or other essential support.

This is why information and service navigation are important parts of RefAid BaltHUB’s work.

Through cooperation between EHPV in Estonia, Association Demetra in Lithuania, and AGIHAS in Latvia, the project supports Ukrainian refugees in understanding available services and navigating challenges related to everyday life and integration.

The aim is to make unfamiliar systems more accessible and help people take informed steps without unnecessary confusion or stress.

You Don’t Need to Know Every Rule to Ask for Help

Moving to a new country comes with many unfamiliar responsibilities, procedures, and requirements. Nobody can be expected to understand everything immediately.

An official letter in an unfamiliar language may seem intimidating, but a systematic approach can help you understand what it means and whether action is needed.

Check the sender. Identify the deadline. Clarify the message. Ask for support if necessary.

And remember: you do not have to know every administrative rule by heart before seeking assistance.

If you are living in Estonia, Lithuania, or Latvia and need help navigating unfamiliar services or procedures, RefAid BaltHUB can help you explore possible next steps.