COMPLAINT MECHANISMS AVAILABLE TO CHILDREN DEPRIVED OF LIBERTY 6.2. Basic principles for complaint systems? A. ACCESSIBILITY First and foremost children should be informed both orally and in writing about the existence of internal and external, formal and informal, individual and collective, complaints mechanisms upon arrival at the police station and/or place of deprivation of liberty. Copies of complaint Guidelines should be available upon request to a child’s legal advisor, parent or guardian. There are a number of strategies that can be used to extend access to – confidential – complaints mechanisms, such as: ʺʺ Using systems of locked boxes where children can mail complaints ʺʺ Providing access to child free help lines, to writing materials (paper, pen, envelops and stamps) or even to electronic forms ʺʺ Organising weekly access to services of lawyers, civil society organisations or external complaint mechanisms B. CHILD-SENSITIVITY In addition to being provided with the written Guidelines, the process for making a request and/or complaint should be explained clearly to a child in a child friendly and comprehensive form and in a language of their understanding. Special measures, for example, the use of pictures or drawings, should also be provided. Having posters up can also be useful. Children should have the right to make a request and/or complaint on any ground concerning their conditions, treatment and care - even anecdotal - and these grounds should not be restricted. Children should be provided with appropriate assistance and/or legal aid in order to allow them to submit requests and/or complaints in compliance with the regulations and Guidelines. Children should be allowed to make a request and/or lodge a complaint directly or their family members or legal representatives should be allowed to do it on their behalf when it is in their best interest. Alternatives forms – not dependent on literacy – should also be available. If complaint forms are used, they should be simple, freely available (i.e. children should not have to request them from staff) and free of charge. 149 6