Complaints handling and investigation
Manual - Undertaking effective investigations
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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…
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…
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. .…
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..…
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…
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…
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…
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…
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…
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…
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…
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…
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…
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…
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…
