principles of concepts and terminology. The second section deals with the competencies of the NIHR and the complaints that the NIHR has jurisdiction to consider and those that it is incompetent to do so. The third section is on the procedures for receiving the complaint, means of filing (submitting) the complaint, and the initiating procedures to deal with the complaint. The fourth section is on the mechanism and stages of dealing with the complaint, reviewing it, and providing legal opinion. The fifth section covers the follow-up of the complaint and the communication with the concerned bodies. The sixth section is on discontinuing the procedures and shelving the complaint. The seventh section covers the provision of legal assistance and counseling, while the eighth section is on the procedures for amending the Guide. 4. On the occasion of the first anniversary of the launch of the NIHR Hotline Service (80001144) for receiving complaints and inquiries; and in the light of its incessant concern to develop and update the communication mechanisms with citizens and residents in order to reach maximum levels of protection and promotion of human rights, an integrated system for managing phone calls (CMS - Communications Management System) was launched to receive complaints and inquiries. The CMS aims to improve the quality of the services provided by the customer service team. The new system has helped the NIHR’s call center to manage the large number of calls received by the NIHR in accordance with international standards. The CMS has many important features that will help evaluate the performance of the employees of the call center, determine the needed training, and evaluate their performance periodically to ensure the quality of the service provided by them. 5. As to field visits, being one of the monitoring means granted to the NIHR, Paragraph (g) of Article No. (12) of the same Law stipulates its mandate to, “perform announced and unannounced field visits, to monitor human rights situation in correction and reform institutions, detention centers, labor calls gathering, health and education centers, or any other public place suspected of being a site of human rights violations.” 6. To put into effect the jurisdiction included in the provisions of the Law, the NIHR has played an effective and active role in the protection of human rights. It has attended a number of trial sessions that had resonance in public affairs, including attending twelve (12) trial sessions for three persons accused in a case of communicating with a foreign country to commit acts of hostility against the Kingdom of Bahrain. In addition, the NIHR attended five (5) trial sessions for a person accused in a case of publishing posts on his social media account (Twitter account) that included disseminating false news and statements, as well as deliberately announcing inflammatory propaganda in time of war, which would endanger the military preparations and operations, and publicly insulting a statutory body. The NIHR also attended six (6) trial sessions for persons accused in a case of organizing and managing a terrorist group affiliated with the terrorist cell known as Saraya Al Mukhtar, the attempted murder of police officers, the possession of explosives, weapons, and ammunition, and the attempt to assist persons convicted of terrorist cases to escape. It also attended two (2) trial sessions in the Shari’a Court of Appeal at the request of one of the parties to the case. 49