166Complaints and inquiries

166 Complaints and inquiries

166 Complaints and inquiries

(1) An Official Visitor who receives a complaint or inquiry—

(a) may clarify details of the complaint or inquiry—

(i) with a correctional officer, departmental officer, medical officer or nursing officer, or

(ii) with the inmate concerned, and

(b) must record details of the complaint or inquiry in the Official Visitor’s official diary, and

(c) must ascertain—

(i) from a correctional officer, departmental officer, medical officer or nursing officer, or

(ii) from the inmate concerned,

what action has been taken or information provided in response to the complaint or inquiry, and

(d) must complete and send to the Commissioner an Official Visitor’s record form (containing particulars of action taken in relation to the complaint or inquiry) for statistical purposes.

(2) An Official Visitor must deal with a complaint or inquiry by—

(a) if of the opinion that the complaint or inquiry can be resolved quickly by bringing it to the attention of the governor—informing the governor of that fact and attempting to have it resolved at that level, or

(b) advising—

(i) a correctional officer, departmental officer, medical officer or nursing officer, or

(ii) the inmate concerned,

of any other action that the Official Visitor thinks could be taken in relation to the complaint or inquiry, or

(c) with the consent of the officer or inmate concerned—referring the complaint or inquiry on behalf of the officer or inmate to a person the Official Visitor considers appropriate.

(3) In dealing with a complaint or inquiry at any level, an Official Visitor must not—

(a) interfere with the management or discipline of a correctional centre, or

(b) give any instructions to any correctional officer, departmental officer, medical officer, nursing officer or inmate.