Complaints handling and investigation

Manual - Undertaking effective investigations

Download the manual

Michael Kelly
Updated 4 months ago by Michael Kelly

Requirements for an effective investigations team

NHRIs must be – and must be seen to be – independent and impartial.. Powers to conduct investigations should be set out in the NHRI’s establishing legislation. . NHRIs need adequate resources to cond…

Faso Aishath
Updated 4 months ago by Faso Aishath

Identifying issues and deciding whether to investigate

Identify what issues the matter raises and decide which issues, if any, will be investigated. . Be able to justify the reasons for the decision. . Determine if there are any underlying systemic issue…

Faso Aishath
Updated 4 months ago by Faso Aishath

Planning an investigation

An investigation plan should be completed for every investigation.. The plan helps investigators focus on the issue/s to be investigated, identify the evidence to be collected and avoid obstacles. .…

Faso Aishath
Updated 4 months ago by Faso Aishath

Investigative interviewing

Every effort must be made to identify possible witnesses. Failure to do so may compromise the investigation. . It is important to document the steps taken to identify and contact possible witnesses..…

Faso Aishath
Updated 4 months ago by Faso Aishath

Setting up the interview

Setting up an interview provides an opportunity to establish rapport with the witness. . Documentary and other evidence should be requested from the witness when the interview is being arranged. . Th…

Faso Aishath
Updated 4 months ago by Faso Aishath

Organising the interview

Ideally there should be two interviewers, one to lead the interview and one to support.. The lead interviewer should have expertise, status and knowledge relevant to the investigation.. All documents…

Faso Aishath
Updated 4 months ago by Faso Aishath

Interviewing individuals who fall into a special category

No two witnesses are the same. Some witnesses need special treatment.. Some witnesses have been through traumatic situations. Care should be taken to not re-traumatise them. . NHRIs must plan how bes…

Faso Aishath
Updated 4 months ago by Faso Aishath

Six principles for effective interviewing

Prepare as much as possible 
 . Establish a rapport with the interviewee 
 . Be thorough 
 . Be objective 
 . Keep control of the process 
 . Listen actively 
 . PRINCIPLE 1: PREPARE AS MUCH AS POSSI…

Faso Aishath
Updated 4 months ago by Faso Aishath

Collecting physical evidence

The investigator needs to consider what physical evidence may exist that is relevant to the case. . NHRIs may need to seek expert assistance when collecting and storing physical evidence. . Collectin…

Faso Aishath
Updated 4 months ago by Faso Aishath

Visiting a scene and collecting evidence

NHRI investigators should visit scenes whenever possible to further their investigations . Investigators should identify whether there may be more than one scene
to visit. Investigators should consid…

Faso Aishath
Updated 4 months ago by Faso Aishath

Writing an effective investigation report

The investigation report should aim to educate and persuade.. The report should include an introduction, background and findings and recommendations . The report should clearly explain how the conclu…

Faso Aishath
Updated 4 months ago by Faso Aishath

Mainstreaming gender in NHRI investigations

Gender mainstreaming is an important strategy for achieving gender equality.. NHRIs should review current practice and apply a gender lens to their investigation process. NHRIs should include women i…

Faso Aishath
Updated 4 months ago by Faso Aishath

Conducting Virtual Investigations

Overview. 1 NHRI’s can conduct thorough investigations virtually 2 Virtual investigations tend to take more time 3 Build the challenges and opportunities of conducting virtual investigations into you…

Faso Aishath
Updated 4 months ago by Faso Aishath

Conducting investigative interviews virtually

Conducting investigative interviews is a core component of NHRI work. Conducting interviews online, using platforms such as Zoom and MS Teams, has both advantages and challenges. Possible advantages…

Faso Aishath
Updated 4 months ago by Faso Aishath

Mendez Principles on Effective Interviewing for Investigations

Principles on Effective Interviewing for Investigations and Information Gathering (Mendez Principles). Ample scientific evidence shows that traditional interrogations are often unreliable and abusive…

Kate Turner-Mann
Updated 4 months ago by Kate Turner-Mann

Contact