8HOfficial Visitors to deal with complaints and inquiries

8H Official Visitors to deal with complaints and inquiries

8H Official Visitors to deal with complaints and inquiries

(1) The main function of an Official Visitor is to deal with complaints and inquiries from persons in custody, detained or residing at custodial centres (a complainant).

(2) The Official Visitor must deal with a complaint or inquiry received from a complainant in accordance with this section.

(3) The Official Visitor may clarify details of the complaint or inquiry with the complainant or a relevant officer.

(4) The Official Visitor must—

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

(b) determine, from a relevant officer or the complainant, what action has been taken or information given in response to the complaint or inquiry.

(5) The Official Visitor must do one or more of the following in relation to the complaint or inquiry—

(a) with the consent of the complainant—

(i) notify the custodial centre manager of the complaint or inquiry, and

(ii) try to resolve the complaint or inquiry with the custodial centre manager,

(b) advise the complainant of other action the Official Visitor considers could be taken in relation to the complaint or inquiry,

(c) with the consent of the complainant, refer the complaint or inquiry to a person the Official Visitor considers appropriate, including the Inspector.

(6) The Official Visitor must give information about action taken in relation to complaints and inquiries to the following for statistical purposes—

(a) for an adult custodial centre—the Commissioner,

(b) for a juvenile justice centre—the Secretary of the Department.

(7) The Official Visitor must give the information under subsection (6)—

(a) in the form approved by the Inspector, and

(b) at the times determined by the Inspector.

(8) In dealing with a complaint or inquiry, an Official Visitor must not—