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Complaints systems for people living in direct provision

The Minister for Justice and Equality, Alan Shatter, told Caoimhghin O Caolain (SF, Cavan Monaghan) that the Reception and Integration Agency (RIA) was satisfied that the structure of complaints contained within the current house rules for residents in direct provision was fair and in line with guidelines set out by the Ombudsman (Dail Eireann, Debates, 3rd May 2011, 294-5).  He explained the history of the house rules, which date to 2002, were revised by a working group in 2007, language-proofed in 2009, translated into 12 languages and amended in 2010.  The issue of an independent complaints mechanism was a significant feature of discussions in the working group and the subsequent revised version, but it was the RIA’s view that no clear model was cited during these discussions as to what an independent complaints mechanism would look like or how it could be implemented without undue cost and bureaucracy.