conditions of the new prison in Tanumalala. SIU have referred the majority of these complaints to relevant authorities such as MJCA (Parole Board/Legal Aid), the Commissioner of Police, MOH, and NHRI. The team has also provided information to queries, as well as meeting with those that requested to talk to us. A number of prisoners that do not have families, have requested our office for financial assistance and basic necessities such as soap, clothing and mattresses. SIU is working to connect these needs to the private sector who may be able to help the prisoners and their families because these are valid pleads for access to basic human rights. The second most complained about disciplinary force is the Ministry of Police. Members of the public complain of unfair treatment and the unreasonable delay in the processing of their matters. Most of these complaints are resolved through SIU’s referral system and early resolution processes. A good portion of complaints against the Ministry of Police are from former and current police officers themselves namely for unfair termination and unfair administrative decisions. In February 2020, SIU conducted its first complaint handling workshop with SPCS, introducing core principles of complaint handling to different members of the disciplinary force (ie. Recruits, corporate service staff, correction officers, investigation officers, trainers). SIU is planning to conduct complaint handling workshops on a frequent basis to disciplinary forces in an effort to establish good complaint handling practices as well as good decision making. Outcome 2: Effective engagement with the public on the functions of SIU Performance Indictor 2.1: Improve understanding and knowledge of role of SIU SIU continues to work hand in hand with the Good Governance Unit in engaging proactively with Government agencies through its Proactive Ombudsmanship Rollout. The Ombudsman Liaison Officers nominated by the agencies we have visited have been very effective in assisting us by producing information regarding the complaints received. This system ensures that the complaint is resolved more quickly without the need for an investigation. Also during this Rollout, posters have been put up in every Ministry we have visited, promoting the investigative role of the office to the public. There were also plans for the investigative arm to join the second round of the UNDP sponsored REACH Project to rural villages of Samoa under the Law and Justice Sector. This is an effort by the sector to take Government services out to the public. During the first round, SIU and GG joined the REACH project and conducted presentations on the role of the offices to a number of villages throughout Upolu and Savaii over the course of 2 weeks in March 2019. Unfortunately due to the measles outbreak and the COVID-19 lockdown, the second round project has been postponed. Office of the Ombusman/NHRI Samoa Annual Report 2019/20 33