Strengthening skills in complaints handling and investigations

Thirty-seven participants from National Human Rights Institutions (NHRIs) across the Asia Pacific have completed a new APF course on complaints handling and human rights investigations. 

Held online from 31 January to 25 February, the course aimed to strengthen the capability of NHRI staff to carry out effective complaints handling and investigation techniques.  

Most NHRIs in the Asia Pacific region have the mandate to conduct investigations in response to complaints of human rights violations. It is vital that NHRIs have the institutional capacity to be able to handle complaints effectively, collect evidence, conduct interviews, develop recommendations and report on their findings.  

To support NHRIs undertake this often-challenging work, the APF developed an online capacity development programme which covers the key elements and principles of effective complaints handling processes and human rights investigations, and how to apply these principles in participants' own settings. 

The programme included an online course, live sessions, and a course group held in the APF Community to allow participants to exchange good practices and discuss the topics in more depth. 

Participants who wished to extend their learning could also undertake additional levels depending on their existing knowledge, including: 

• A level 2 course on effective complaints handling  
• A level 3 course on undertaking effective investigations  
• A level 4 course on investigation interview practice  

Of the 37 participants that completed the first level, 29 are continuing on to complete the additional levels. Lessons for the extended programme are available to participants until the end of March. 

Feedback on the course was positive, with many participants saying that the course was engaging and highly relevant to their work.  

The APF are currently working on the next iteration of the course, which will incorporate more case studies, and are developing a short complaints handling guide based on the course content to be shared with participants in the APF Community knowledge hub. 

Date: 28 March 2022