UNOFFICIAL TRANSLATION BY THE INDEPENDENT OMBUDSMAN’S OFFICE
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Evidence
Staff
Check
Awareness and knowledge about their role in the settlement and resolution of
conflicts and their related training record
Knowledge or training on how to provide assistance for prisoners or detainees to
make their complaints (for example: translation services for foreign national
prisoners or detainees).
Legal training on how to deal with and classify complaints and how to assess their
importance and the time needed to respond to them (particularly with regard to the
issue of the prisoners’ or detainees’ health status.)
Prisoners or detainees
Check
Staff response to urgent requests for assistance in filing complaints.
Negative effects or harassment as a result of complaints.
The availability of protection for prisoners or detainees when they file complaints
against a staff member or other prisoners or detainees.
The sense of usefulness in filing complaints
Documentation
Check
Procedures for the submission and reception of complaints, and how to deal with
urgent complaints.
Number of complaints.
The written replies from the prison administration regarding the complaint.
Statistics about the number of complaints during a specific period, and the
percentage of those that were resolved from the total number of complaints.
The complaint form and whether it includes for instance the date, sequence
number, details, instructions, categorization, destination …
Observation:
Check
The presence of awareness posters for the complaints procedure in the corridors
and suites. Posters should explain how to communicate with the Ombudsman or
other relevant bodies.
