A.05.04 Responding To An Approved Contact Number Complaint

Procedure Standard

• A complaint from a prisoner call recipient is investigated and decisions made on any actions to be taken.

Procedure

1. Information is received from a nominated call recipient that they no longer wish to receive calls.
2. Information is obtained to enable the complaint to be acted on according to the Complaint Information requirement.
3. The relevant people and the prisoner are advised that any calls to that number are restricted pending the outcome of a review.

Key Roles and Responsibilities

Prisoner Telephone System Operator

• Restrict access to the contact number when advised.

Unit Manager

• Investigate issues arising from the complaint.
• Advise the prisoner of the outcome of the review.