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ARAP Training: PRCU Guidelines and Complaints Management
Published 15/09/2018
ARAP Training: PRCU Guidelines and Complaints Management

ARAP has held a two-day training, 13-14 September, for staff of the Judicial Service’s Public Relations and Complaints Units (PRCUs).  The activity focussed on the PRCU Operational Guidelines, and how to receive and manage the complaints made by public citizens.

Following the validation of the PRCU Operational Guidelines (drafted by Danida, finalised by ARAP), this two-day programme was developed in collaboration with the Judicial Training Institute (JTI) for staff posted to the PRCUs.  It is also, significantly, an important step towards the full functioning of the Units.

The opportunity for staff development focussed on addressing training deficits and bridging knowledge gaps, making sure that the Officers understand the relevance of the PRCUs and their role in the Judicial Service.

The two days covered the PRCU organisational, procedural and reporting structures, and helped to equip participants with the knowledge and skills to fulfil important complaints management and public relations activities.

PRCUs have two main functions, entailing two different departments to implement them.  The Public Complaints and Court Inspectorate Unit is responsible for receiving, processing and dealing with complaints (referring them to Accra for further processing where necessary).  The Communications Department in Accra conducts the public relations activities.

PRCU staff working within these departments were therefore required to receive training, including how to put the Operational Guidelines into operation.  It was a subsequent activity to the handing over of key equipment and furniture to the newly established PRCUs in June.

Ensuring that public servants perform their duties with professionalism and ethics, while putting in place strong complaints mechanisms to report ethical misconduct and corruption is recognised to be a powerful way of increasing accountability and preventing corruption.

ARAP’s ongoing support to the Judicial Service, with funding from the European Union, will include the development of digital software to register, manage and monitor complaints relating to judicial misconduct and corrupt practices.

You can access more photos from this event through our Flickr page.