Complaints Follow Up

Tracking Complaints by Follow-up and Replies (2011/2012)

In 2012, ICHR followed up the complaints filed to it in accordance with formal and informal follow-up mechanisms. With regard to the informal follow-up, ICHR attended to (426) cases, including (275) in the West Bank and (169) in the Gaza Strip. ICHR sent (3658) letters and reminders to the competent authorities, including (1787) to the Gaza Strip and (1871) to the West Bank. It received (1138) replies to these letters. In 2011, ICHR attended to (400) cases using the second mechanism and sent (3507) letters and reminders using the second mechanism. It received (1020) replies to these cases.

Number of Complaints and Replies in 2012:

Number of Complaints and Replies in 2011:

The two above figures show the number of complaints and replies received by ICHR in 2012 and 2011. In 2012, it received (2337) complaints from the West Bank, sent (1871) letters and received (846) replies thereto, compared to (2045) complaints, (1969) letters and (949) replies in 2011 respectively. It received from the Gaza Strip during the same period (812) complaints, sent (1786) letters and received (218) replies thereto, including (172) replies from the government in the West Bank and (47) replies from the government in the Gaza Strip, compared to (831) complaints, (1722) letters and (71) replies (28 replies from the government in the West Bank and 43 replies from the government in the Gaza Strip) in 2011 respectively.

Though the number of written replies ICHR received in 2012 increased, they remained typical of past replies, especially those received from the security agencies. It is also worth mentioning that these agencies sometimes refused to respond at all, or dismissed the claims of the citizens as baseless and without verification. In an effort to improve this, ICHR included the relevant legal texts in its correspondence, but to no avail. The rate of replies compared to the number of complaints received by ICHR is estimated at (48%) in the West Bank and (29%) in the Gaza Strip for 2012. In 2011, it was (48%) in the West Bank and (4%) in the Gaza Strip. This indicates that the rate of replies to citizens' complaints in the Gaza Strip increased from (4%) in 2011 to (29%) in 2012. Though 79% of these replies came from the Government in the West Bank and (21%) from the Government in the Gaza Strip, it is a significant improvement.

In 2012, (1474) complaints were cleared through formal interventions, mediation or informal interventions. Among these complaints, (678)/(46%) were solved satisfactorily compared to (737)/(36.8%) out of (2876)complaints in 2011. It is noteworthy that positive replies increased from (36%) in 2011 to (46%) in 2012, reflecting a significant development in the area of complaint follow-up.