Standard - Strategic management Boards (SMBs) ensure there is a complaints procedure for MAPPA in their area

29.1 Complaints about MAPPA may be received from offenders who have been managed under MAPPA, their legal advisors and their friends and relatives. It is also possible that there will be complaints from external organisations or professionals. Complaints may cover a range of issues including decisions regarding disclosure or the denial of access to meetings or minutes.

29.2 As MAPPA is not a body in itself, it is important to determine whether any complaint received by MAPPA is legitimately a complaint about MAPPA or is about how one of the agencies is managing a case. For example, if an offender is raising a complaint about a licence condition, this should be directed to the relevant Probation Service division. Similarly, complaints about police and prison operations should be directed to the police and prison services.

29.3 The Responsible Authority (RA) and Duty to Co-operate (DTC) agencies will have their own complaints procedures and these will apply if there is a complaint about how an agency is carrying out its work. It is important that complaints are managed in line with the agencies' policies and timescales.

29.4 All complaints should be resolved at the lowest level.

Standard - The MAPPA Co-ordinator reports all complaints to the SMB

29.5 The MAPPA Co-ordinator should report all complaints received, and the findings from them, to the SMB. The SMB should ensure that any agreed actions are taken to avoid a repetition of such a situation in the future. This could form part of MAPPA quality audits. See Chapter 31 - Performance Monitoring and Improvement.