NIHR launches system for managing calls, receiving complaints remotely

The National Institution for Human Rights (NIHR) has launched an integrated system for managing phone calls to receiving complaints and inquiries remotely without the need for visiting the complaints centre at the institution.

The decision is part of national precautionary efforts and preventive measures taken to prevent the spread of the coronavirus (COVID-19), and within NIHR's procedures to implement 80% teleworking.

The inauguration of the system is based on NIHR's keenness on achieving the highest levels of protection and promotion in human rights matters and within the development and modernization of its communication.

It also aims to provide services in an integrated manner and find solutions to communicate with citizens and residents in light of the current challenges.

"This system will enhance the trends to limit the spread of the coronavirus through social distancing and remote work without affecting the quality of services provided by the institution," Maria Khoury, the president of the institution said.

"An experienced and knowledgeable team that has been trained in the mechanisms and skills of receiving complainants and dealing with their complaints receives calls related to complaints and provides legal assistance in a professional and prompt manner."

The team also monitors human rights situations through the media and social media, records and indexes them, and follows up on NIHR initiatives through a sophisticated electronic system to sort out complaints, she added.