NIHR upgrades its Complaints and Call Center
Counsellor-at-Law Yasser Shaheen, Secretary General of the National Institution for Human Rights (NIHR), stated that the upgrading of mechanisms of communication with citizens and residents through the service of the Complaints & Call Center is based upon the NIHR's keenness to reach the highest levels of protection and promotion of the human rights.
He explained that the NIHR’s Council of Commissioners has agreed to merge the tasks and functions of the NIHR Secretariat-General’s Complaints and Monitoring Unit to be within the Complaints & Call Center, with a view to upgrading the center to accommodate the largest number of daily calls on complaints and legal assistance and continuing the human rights infrastructure within the NIHR Secretariat-General's action program to guarantee the quality of the services provided and develop a mechanism for dealing with complaints received.
The center was enhanced with a number of experienced and knowledgeable employees, who were trained on the mechanisms and skills of receiving complainants and dealing with their complaints, through an integrated Call Management System (CMS) supported by an advanced electronic system to list and sort incoming complaints according to the type of rights related to them.
The Secretary-General added that the Center will follow-up and monitor the human rights situation through the media and social media, record and index them, follow-up on the NIHR’s initiatives that are announced from time to time for the public to monitor human rights situations where relevant laws and resolutions are violated, analyze information received and find-out appropriate resolutions through the cooperation with the NIHR Council of Commissioners’ Committee on Complaints, Monitoring and Follow-up. The Center will also be followed by the branches of the NIHR, which started by the opening of the branch of the Center for Protection and Support of Migrant Workers of the National Committee to Combat Trafficking in persons.
