The presence of an OSCE field operation in a country represents the determination of both the host government and the organization to promote compliance with OSCE commitments and principles. Even when improving human rights is not a specific part of a mission’s mandate, experience shows that allegations of human rights violations will at least occasionally be brought to its attention while it is at work in the country. Such allegations may come from private individuals, local human rights groups, or from other sources. Sometimes, allegations come in written form, and, at other times, individuals approach OSCE personnel directly at their offices or elsewhere. A mission’s response to such approaches will depend on many factors, including the nature, credibility, and seriousness of the allegations with which it is presented. Missions’ responses will also be guided by their mandates, size, and resources. Missions should also consider the extent to which the host government itself is responding effectively to such allegations and seeking to remedy them. Some missions may be well situated to conduct systematic follow-up activities, including investigations of individual incidents, prison visits, and trial monitoring. Some missions maintain and regularly update a list of cases to raise with the host government. Small missions may not have the means for in-depth responses to individual complaints, particularly if they receive a large number of them. Nonetheless, even the smallest missions can react to serious cases or to patterns of violations and can call on other resources of the OSCE if necessary to deal with a particularly grave situation. In any event, OSCE field missions approached by individual complainants should respond seriously and professionally. If individuals who approach the mission are not treated in a dignified way, this can undermine the confidence of the local population in the entire mission. The first step is to listen carefully to the information being conveyed and to make a record of the complaint. The next step is to assess whether the allegation may constitute a violation of OSCE human dimension commitments or other international standards binding on the host country. It may be possible to make such an assessment immediately or it may be necessary to conduct further interviews – or even an investigation – to be able to make an accurate assessment of the case. The following chapters provide background and guidance on each of these issues. 33