Step One We acknowledge receipt of the complaint.
Step Two We decide if the complaint can be accepted for action.
For further information see what
we can and cannot examine. An officer contacts the complainant to clarify the complaint. A contract
defining the issues to be considered is sent to the complainant for agreement.
Step Three If the complaint is accepted for action we consider what action we might take and whether it can be addressed without the need for a full examination.
Step Four The complaint is allocated to an investigation officer. Before proceeding the officer contacts the complainant.
Step Five Following a review of the paper evidence provided by the Agency/Business and the complainant, the investigation officer considers whether the complaint can be settled through mediation.
Step Six If mediation is not appropriate, the investigation officer prepares a draft report and asks the Agency/Business to offer technical assurance, in addition to responding to any questions that have arisen.
Step Seven On receipt of the response from the Agency/Business, the draft is finalised and referred to the Independent Case Examiner for consideration.
Step Eight The Independent Case Examiner will consider each element of the complaint and decide if the examination revealed evidence of maladministration.
If they decide there is no evidence of maladministration then the complaint will not be upheld.
Step Nine If they decide there was evidence of maladministration they look at whether the Agency/Business took steps to correct mistakes and instigate appropriate redress before the complainant approached ICE.