PART II 4 WHAT IS AN INDIVIDUAL COMPLAINT? Whether or not an OSCE field mission is routinely engaged in monitoring, investigating, or reporting allegations of individual violations, it is important to respond to such individuals in a professional manner, to treat the complainant politely and respectfully, and to collect all data in a systematic fashion. Sometimes, it may be necessary for the field mission to take a statement on the spot; at other times, it may be more suitable to decide on a later meeting in a more private setting. (Guidance for conducting interviews is provided in Chapter 6 of this handbook.) An OSCE mission may also learn of an individual violation from other sources, such as a newspaper article or another diplomatic mission, and may choose to look further into the matter. OSCE staff should be accessible for individuals who wish to bring complaints to their attention. In missions that receive many complaints, it is a good practice to introduce designated office hours during which a competent officer is present and available to receive complaints. Since some complainants may not wish to, or be able to, present themselves at the OSCE office, it is also important that OSCE staff be accessible outside the office. Sometimes, it may be preferable to meet an individual in the office of a local human rights NGO or lawyer or at another venue where a complainant feels comfortable. Because most field missions have limited resources to follow up on individual cases, it will often be necessary to prioritize which cases to focus on. In general, priority should be accorded to a case if:  It is particularly urgent, such as when somebody’s life or safety is endangered;  The case is part of a pattern of violations of human rights;  OSCE involvement seems likely to contribute positively to a satisfactory resolution of the complaint. 36