Procedimientos de queja
Questions for monitors
What internal and external complaints mechanisms are available to detainees in the prison? Are detainees informed of their right to complain and procedures to follow in a language they understand? Are they aware of these?
How is access to complaints procedures ensured (accessibility of complaints boxes and availability of materials)?
How often do detainees have the opportunity to complain to the prison director?
Is confidentiality ensured in the complaints procedures?
Are there procedures in place to prevent reprisals on detainees who make complaints? Are there any indications of reprisals?
Is there a register of internal complaints in the prison, what information does it include and who has access to it?
Are detainees able to request and receive information on the procedural status of complaints?
Are statistics on the type and number of complaints received? How many complaints were received in the past year/relevant period – what was the outcome of these?
Are there clearly defined and publicised time limits for responding to complaints promptly? Are these met?
Are complaints investigated expeditiously and impartially? Do they lead to action?
Are detainees provided with decisions regarding complaints in writing along with information on the right to appeal?
Where detainees, including those in situations of vulnerability, need assistance to access complaints mechanisms, how is this assistance provided?
If children are detained in the prison, are complaints procedures adapted to their needs?
Are interpreter services available to enable persons who do not speak the language used in the prison to make complaints?
Is support and counselling available to persons who report abuse?