Channels of Complaints

If a person in custody feels aggrieved at treatments in the institution or has any complaint about his/her right or interest, he/she may voice out his/her complaint through the following channels :

Complaints Investigation Unit (CIU)

The Complaints Investigation Unit (CIU) is an independent establishment appointed by the Commissioner of Correctional Services (CCS) to handle and investigate all complaints within its purview expeditiously, thoroughly and impartially under the ISO Quality Management Systems aiming at redressing grievances, preventing similar complaints and bringing continual improvement in overall service quality.

CIU will endeavour to complete its investigation of a complaint within 18 weeks. For checks and balances, Correctional Services Department Complaints Committee (CSDCC), which is chaired by the Civil Secretary of CSD (a civilian staff), and has a Chaplain, the Assistant Commissioner (Quality Assurance) and other senior officers in CSD Headquarters as members, will examine the findings of CIU and decide the outcome of investigations. If CSDCC is not satisfied with the investigation outcome, it will direct CIU to re-investigate the case. CIU will notify the complainant in writing if the investigation outcome is endorsed by CSDCC.

The Correctional Services Department Complaints Appeal Board (CSDCAB) provides an appeal channel for those complainants who are dissatisfied with the investigation results of their complaints. A complainant may appeal to CSDCAB within 14 days upon receipt of the investigation results. CSDCAB will handle appeals against the findings endorsed by CSDCC and make final decision on the appeal cases. CSDCAB is chaired by Deputy Commissioner (Operations and Strategic Development) of Correctional Services and comprises non-official members from outside CSD who are familiar with the operations of CSD (including Justices of the Peace and religious persons). The independence of CSDCAB ensures that all the appeal cases are handled impartially.

Complaints/opinions about any staff or policy of Correctional Services Department may be lodged with CIU in person, by phone, by fax, by email or in writing.

Visiting Justices of the Peace (JPs)

The Visiting JPs will visit the institutions regularly and persons in custody may approach them for complaints or any concerns about the treatments in the institutions.