The Official Visitor Program in NSW, overseen by the Inspector of Custodial Services, helps resolve complaints within correctional facilities. Independent community members regularly visit adult and youth custodial facilities to address complaints and enquiries from inmates. Family and friends can also contact Official Visitors about the wellbeing of inmates in Corrective Services Facilities or Juvenile Detention Centres. Note: This information only covers the Official Visitor Program in correctional facilities, not the Mental Health Official Visitor Program.
What types of complaints can you make?
Complaints made in Adult Correctional Centres:
- Discussion: Lack of information about life in custody.
- Medical Issues: Concerns regarding healthcare access.
- Phone: Issues with phone access or charges.
- Activities: Concerns about recreational activities.
- Court Matters: Issues related to legal resources.
- Classification: Concerns about inmate classification levels.
- Property: Issues related to lost or confiscated belongings.
- Buy-ups: Problems purchasing additional items.
- Offender Services & Programs: Access to rehabilitation programs.
- Education: Issues accessing educational opportunities.
Complaints made in Youth Justice Centres:
- Food and Diet: Concerns about meal quality or dietary needs.
- Clothing: Issues related to the adequacy of clothing.
- Daily Routine: Conflicts with study or activity schedules.
- Placement and Transfers: Concerns about facility transfers.
- Phone: Issues with phone access.
- Education: Problems enrolling in educational programs.
- Incentives: Questions about reward systems for behaviour.
- Television: Accessibility to and availability of TV.
- Medical and Dental: Access to medical or dental care.
- Sport and Recreation: Availability of sports activities.
- Confinement: Conditions and reasons for solitary confinement.
- Points Allocation: Issues with behaviour points systems.
- Detainee Risk Management Plan: Issues with DRMP.
- Classification: Concerns about classification.
- Officer Misconduct: Inappropriate behaviour by officers.
- Separation: Unfair separation from peers.
- Facilities: Condition of facility amenities.
- Legal Information/Lawyers: Access to legal resources.
- Staff: Concerns about staff behaviour.
- Segregation: Unjustified segregation.
- Case Management: Issues with case management plans.
- Access to Information: Inability to access information about rights.
Jurisdiction:
Complaints about conditions and treatment within correctional facilities and youth detention centres in NSW.
Time Limitations:
Complaints must be made while the person is in custody.
You cannot make a complaint about:
None. However, Official Visitors cannot conduct investigations or audits.
Who can you make a complaint against?
You can make a complaint against:
- Individuals: Staff members or other inmates.
- Facilities: Conditions and decisions within the correctional or youth detention centres.
You cannot make a complaint against:
- All concerns within the facility can be addressed with the Official Visitor.
Are you eligible to make a complaint?
Who can complain?
- Corrective Services Facility & Juvenile Justice Facility: Inmates can make complaints. Family and friends can enquire on behalf of an inmate.
Time Limits:
No set time limits, but complaints must relate to the time a person is held in a facility.
You cannot complain to this body if you are:
Category AA male inmates, category 5 female inmates, and extreme high-risk restricted inmates.
What can this body do to help?
This body may provide:
- Mediation/Conciliation: The Official Visitor will try to resolve the issue informally by discussing with staff and management.
- Possible Outcomes: If unresolved, they report to the Inspector of Custodial Services and the Minister.
Additional Information:
Official Visitors cannot conduct investigations but can escalate unresolved issues.
How to prepare your complaint
Format:
Verbal complaints during visits or written complaints by mail.
Personal Details:
Not compulsory but may be necessary for resolution.
Respondent’s Details:
Details of the person the complaint is about.
Relevant Facts:
Clear concerns with as much detail as possible.
Lodging your complaint and next steps:
Where to Lodge:
- Directly with the Official Visitor during visits or via mail.
- If you want to make a confidential written complaint to the Official Visitor, the address is:
The Inspector of Custodial Services
Official Visitor Program
PO Box R1769
ROYAL EXCHANGE NSW 1225
- Family, friends and any member of the public can email custodialinspector@justice.nsw.gov.au to enquire about how an Official Visitor may be able to assist someone in custody.
Process:
Official Visitors will clarify and record details, attempt resolution, and escalate if necessary.
Resolution:
Issues are first addressed with facility staff. If unresolved, reported to higher authorities.
Additional Information:
Written correspondence is confidential. Official Visitors do not conduct investigations but can report issues to the Inspector and the Minister.
More information:
Refer to the factsheet provided below for more information.
