Chapter Two Human Rights Complaints and Investigation D uring 2011, the NHRC formulated its system of inquiry and began to build its complaints management system and m o n i to r i n g te a m fo r t h e effe c t i ve investigation and monitoring of human rights abuses in Bangladesh. One of the Commission’s most important mandates is to receive and inquire into incidents of alleged human rights violations. In order to process and investigate more effectively the allegations of human rights abuses it receives, the Commission has developed a number of tools, including its Standard Operating Procedures (SOP) Manual for Complaints Handling, which specifies procedures for intake, processing and investigation of complaints of human rights violations as well as the NHRC mediation and conciliation procedures. Coupled with an online complaints management system, these tools have begun to assist the Commission to improve its proficiency in dealing with 29