Description

The objective of the Directive, issued by RRS, is to put in place a fair and effective mechanism for handling of grievances and appeals that provides remedies for service provision problems caused by various departments of the RRS and in due consideration of the unique nature of each service providing unit. The following issues, among others, may be the cause for filling a grievance: violation of legal right to obtain services; non-observance of systems and working procedures for provision of services; lack of service quality and responses not in line with the law; service centers not being convenient; treating clients with disrespect and in breach of good manners; discrimination and partiality on the basis of religion, language, race, political opinion, gender, disability and similar grounds; mistreatment of clients by soliciting or receiving bribery or sexual favors etc. Grievance relating to sexual exploitation and abuse (SEA) shall be handled separately in accordance with a Directive to be issued, for this purpose, by the Agency.