Office of the Inspecting Judge

GENERAL CIRCULAR ON DEALING WITH ELECTRONIC COMPLAINTS RESPONSE TO BULLETINS

This office strives to ensure the speedy and effective resolution of prisoner complaints on a continuous basis. In order to do so, we need to regularly assess and improve on the processes of dealing with complaints.

Despite the appointment of Independent Prison Visitors in almost all the prisons in the country, we are still receiving many letters of complaint directly from prisoners. These complaints need to be referred to the Independent Prison Visitor in order to deal with them through the normal process. Since the introduction of the electronic system we have been using the Bulletin facility to communicate with Independent Prison Visitors. We have, however, found that some Independent Prison Visitors are not responding to these bulletins. This creates an unnecessary delay in the resolution of complaints.

In order to improve the communication between IPV’s and the Office the matter was discussed at the IPV Regional Coordinators Worksop and the following administrative procedures were decided on:

1. The bulletin will continue to be used as the main source of communication between the Office and IPV’s
2. IPV’s should take care to read all bulletins before marking them as read.
3. Bulletins pertaining to complaints must immediately be recorded by the IPV in his/her “Record of Consultation” register. This must be done by firstly, recording the electronic case number on the Record of Consultation (the electronic case number will be reflected on the bulletin e.g. R-124-2002). Secondly, the content of the bulletin should be recorded under “Nature of Complaint”.
4. The IPV must then arrange to consult with the prisoner in order to verify the details of his complaint and record his proposed solution. This will be regarded as a normal consultation for payment purposes.
5. Discuss the complaint with the Head of Prison in order to obtain his comment and the relevant supporting documentation.
6. If the complaint has not been resolved, facilitate for the resolution thereof.
7. Table the complaint at the next Visitor’s Committee Meeting (Resolved, Pending or Unresolved for Ruling).
8. Pending and outstanding cases will then be diarised for the next Visitor’s Committee Meeting, while resolved and unresolved complaints for ruling will be submitted to the Regional Coordinator.
9. Kindly ensure that you mark all such Records of Consultation to be Resolved or Unresolved.

The continued failure by Independent Prison Visitors to respond to Bulletins may be considered to be a breach of our service agreement and may result in a delay or suspension of payment. If you are uncertain on how to access your Bulletin Board, please consult your Regional Coordinator urgently. Regional Co-ordinators are also reminded that:

1. A list of outstanding cases will be forwarded to the Regional Co-ordinator on a monthly basis.
2. The Regional Co-ordinator must read each case (if possible), advise the relevant IPV to obtain the information requested either immediately or by no later than the next Visitors Committee meeting.
3. At the Visitors Committee meeting each case must be discussed and recorded on the Form JI 2/9, a copy of which is attached hereto.
4. The Regional Co-ordinator should use the VC meetings to monitor that IPV’s are responding to bulletins. This will also be included in the Performance Audits of IPV’s.
5. Supporting documents should be attached to the record of consultations, if applicable.
6. All V.C. meetings must have on its agenda the discussion of outstanding bulletins.
7. The monthly reports from Regional Coordinators must be accompanied by form JI 2/9 in respect of every VC. We thank you and trust that the above directives will enhance the effectiveness of dealing with complaints.

JUDICIAL INSPECTORATE OF PRISONS CAPE TOWN 15 JANUARY 2003.

FORM JI 2/9

VISITOR’S COMMITTEE REPORT ON BULLETINS RECEIVED FROM THE OFFICE OF THE INSPECTING JUDGE

IPV: ………………………………………

Prison: ……………………………………..

VC Meeting: …………………………………………

Case Number

IPV

Comments/Progress

NB: 1. ALL COMPLAINTS DISCUSSED AT THE VC SHOULD BE RECORDED ON THIS FORM.

2. RECORDS OF CONSULTATION AND SUPPORTING DOCUMENTATION SHOULD BE ATTACHED.