Complaints and Information Gathering

The complaints department serves effectively as the eyes and ears of the HoO in the community.  The HoO can not be everywhere and can not have its people in all agencies.  An active and well advertised complaints unit can be the link point between the wider community and the High Office.

There are several important principles which support the complaints office.  Among these principles include receipt of all complaints submitted, use of a simple complaints form, acceptance of complaints through a wide variety of communications systems and acceptance of anonymous complaints. 

A second set of issues that underscore the unit’s performance relates significantly to such issues as security of the identity of those who lodge complaints as well as effective follow up from complaints lodged.  The underlying notion is that failure on either of these critical performance issues can imply that Complaints department falters in terms of gaining support from the community.

There are already in existence several complaints offices located within government agencies. This is important as ideally each agency should have its own complaints management capacity as part of its own integrity system. The crucial factor to the success of managing various complaints systems is some integration.  The focus of the unit, therefore, to operate more as a secure network, including with appropriately placed focal points for each agency.  This is important to ensure the security of information contained and the identity of those who submit complaints. 

 Figure 3. Complaints Reception Process

Once a complaint is received, it is reviewed quickly to see if it is relevant and should to be tracked further. If so, it is then sent to the Unit’s review team to verify the information contained. The results are then passed back to the Unit for determination of further action, which may include recommendations for administrative action or even formal investigation.  Such decisions are informed through the Leadership of the HoO.

The Unit maintains a close relationship with the Leadership of the HoO and keeps the Leadership well informed of key issues and problems that arise as well as seek their support for recommendations on follow up action in relation to specific complaints.

This unit also gathers information in a proactive manner based on the priorities and work plan of the office. It works on designing regulations and processes for informant protection and reward in collaboration with other agencies, as required by the law.