Chapter 2 - Report of the Complaints, Monitoring and Inquiries Group Figure 3: Resolved and Pending Cases, 2009-2013 (b) Complaints Handling Manual The handling of complaints calls for the exercise of judgment and discretion throughout the process. To improve the effectiveness of the mechanism and to guide its decision-making process, the Commission developed a Complaints Handling Manual based on the South African model. The purpose is to set down administrative procedures in dealing with complaints and ensure that, within available resources, matters are dealt with as efficiently and effectively as possible. The further development of complaints-handling practices will draw on the experiences of the Division’s staff and Commissioners in applying the procedures, as well as relevant decisions by the Division. The Commission is in the midst of developing an e-complaints system for online submissions. Among others, it will assist in effective handling, recording and documentation of complaints. 42