Kazi Reazul Hoque, FTM, NHRC visiting Jail in Syhelt. with complaints, thereby enhancing its mandate. Some of the milestones of achievement of the NHRC in respect of complaints and Investigation are summed up in this chapter. (a) Standard Operating Procedures (SOP) Manual The SOP designed by the NHRC was applied by officials of the NHRC to: (1) receive and record complaints of human rights violations; (2) investigate and take appropriate action regarding such complaints; (3) conduct investigations, suo moto, into possible human rights abuses, particularly on a systemic level; (4) make recommendations to resolve issues related to human rights violations through mediation and conciliation processes. This will ensure an overall streamlined and professional working environment. (b) Complaints Handling Manual The Complaints Handling Manual will help to know the functions of the NHRC in a consistent and efficient manner, and will contribute to an overall streamlined and professional working environment. This user- friendly manual is designed for complainants, who will find an effective guide in providing information on why, when and by whom a complaint for the violation of human rights can be submitted to the NHRC, and how the NHRC deals with the complaints received. This manual was made available for the public both in hard copy and On-line. So far, 4000 copies of this manual have been distributed. (c) Mediation and Conciliation On the basis of the findings of a series of consultation meetings with relevant NGOs, the Commission has developed a scheme and established a network of NGOs with experience in mediation and conciliation, with the aim of identifying and training a core group of professionals to serve as NHRC mediators and facilitators. The Rules for Conducting Mediation and Conciliation have been drafted by the NHRC and are being prepared for submission to the line Ministry for approval. (d) Template for Custodial Death Reports Incidents of extra-judicial killing and custo- NATIONAL HUMAN RIGHTS COMMISSION ANNUAL REPORT, 2012 27