UNOFFICIAL TRANSLATION BY THE INDEPENDENT OMBUDSMAN’S OFFICE
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4 –Complaints
Prisoners or detainees know how to make a complaint and are enabled to do so if they
wish. The procedures should include easy submission and speed of response. Prisoners
or detainees should feel secure during and after the submission of the complaints. They
should be made aware of the appeal procedures.
Indicators
Prisoners or detainees are encouraged to solve the problems amicably before
formal complaints are submitted.
All complaints, whether formal or informal, are addressed.
Responses are swift whether the issues are resolved directly or through the
provision of a thorough and comprehensive explanation of the actions that will be
taken in the future.
The prisoner or detainee receives a response to the complaint in a decent way that
is easy to understand.
The response is based on evidence and facts and takes into account fairness and
equity.
Prisoners or detainees feel they have the ability to ask questions and to request
help in the drafting of their complaint, receive copies, and add the necessary
documents and attachments.
Complaints classified as urgent are followed directly by full answers
There is an effective control mechanism on complaints to check the details so that it
includes all the elements in complaints, whether they have been shelved or
accepted. Such a measure helps determine the trends, causes and patterns of
causes, and then develop the system used in place based on these analyses.
The necessary information related to complaints is promoted through posters and
brochures that are displayed clearly in the suites in different formats and languages.
Prisoners or detainees know how to communicate with the Ombudsman and other
relevant bodies, with the possibility of doing so with confidence, without concern.
They have access to assistance for the completion of the complaint or grievance
whenever it is needed.
No pressure is applied on the prisoners or detainees to make them withdraw their
complaints.
Protection is provided for prisoners or detainees from the staff or from other
prisoners or detainees. In the event of consequences or reprisals related to the
details of the complaint, the procedures for the protection of privacy are applied.
Complaints against staff are addressed seriously and employees involved in the
complaint are prevented from interfering in the investigation.
Complaints are investigated by suitably qualified staff.
Prisoners or detainees are given explanations about submitting complaints about
decisions and results
Prisoners or detainees know how to submit a complaint relating to matters of health.
