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Human Rights Violations Complaint Mechanism (JO0062)



Action Plan: Jordan Action Plan 2018-2020

Action Plan Cycle: 2018

Status: Active


Lead Institution: The State Minister for Institutional Development and the Office of the Governmental Coordinator for Human Rights

Support Institution(s): Lowers Without Boarders - Association of Humanitarian Ambassadors for Democracy and Human Rights - Jordanian National Observatory for Human Rights - Academy of Change for Democracy and Development Studies - Jordan Association for Entrepreneurship - Rawan Ababneh (Expert) - Al-Hayat Center - Rased - Wesam Al Ataa Charity Association - Awareness Center for Media and Human Rights

Policy Areas

Access to Justice, Capacity Building, E-Government, Human Rights, Justice, Legislation & Regulation, Open Parliaments, Social Accountability, Sustainable Development Goals

IRM Review

IRM Report: Pending IRM Review

Starred: Pending IRM Review

Early Results: Pending IRM Review

Design i

Verifiable: Yes

Relevant to OGP Values: Access to Information , Civic Participation , Public Accountability

Potential Impact:

Implementation i

Completion: Pending IRM Review


Unification and development of the national
Human Rights violations’ complaints mechanism Lead implementing agency
Commitment Description
1 / 9 / 2018 - 30 / 6 / 2020
The State Minister for Institutional Development and the Office of the Governmental
Coordinator for Human Rights What is the public
problem that the
commitment will
This commitment was developed to address the current situation of submitting complaints
about human rights violations in the public sector. The complaints process suffers from
the dispersion of mechanisms and receiving entities, the poor processing approaches, the
difficulty of follow-up processes and lack of ability to retrieve statistics. While the Office of
the General Coordinator for Human Rights represents the governmental body to receive
complaints (without a legislative framework), a group of CSOs and official human rights
organizations play the mediation role, communicating with the office of the Government›s
Coordinator on behalf of the complainant, (in writing or through phone calls), where the
absence of a clear and specific case-processing mechanism causes many to refrain from
submitting complaints.
What is the commitment?
This commitment seeks to promote a citizens’ right to submit complaints about violations
conducted against them in public sector institutions at no cost. Complaints about HR
violations will be available through the traditional methods and via a designated electronic
platform. The commitment also seeks to institutionalize the Office of the Governmental
Coordinator for Human Rights’ legislative and regulatory framework on the jurisdiction
to receive human rights violations complaints and subsequent referrals to competent
authorities. In addition, the commitment aims to raise public awareness on the use of this
mechanism and to share their feedback about it periodically. How will the commitment
contribute to solve the
public problem?
The presence of a legislative and regulatory framework and a unified mechanism to receive
complaints contributes to solving the problems of the dispersion of mechanisms, receiving
complaints, and poor processing approaches. It also facilitates the use of conventional
and unconventional pathways (via an electronic platform) without the need of in-person
presence, in addition to ensuring a qualified team receives complaints and refers them to the
competent authorities, in an easy and speedy fashion. It will also encourage the dissemination
of reports on received complaints and the processing of each, incentivizing those who
are abused to submit complaints, and to strengthen their confidence in governmental
administration to handle them properly. This would, in turn, enhance public accountability
practices and improve governmental performance in line with human rights.
Why is this commitment
relevant to OGP values?
This commitment reinforces the value of Public Accountability, as it relates to the notion
of human rights complaints in the public sector. It also establishes the access to relevant
information through periodic reporting on received complaints, which includes the numbers
and processing outputs, while maintaining the privacy of personal information. Furthermore,
it is in line with the value of technology and innovation for openness and accountability,
through the use of an electronic platform for filing complaints and other follow-up processes.
The commitment is consistent with the value of Civic Participation as well, since it requires
participatory actions gathering state and non-state actors throughout its implementation.
Additional information
This commitment is linked to the National Human Rights Strategy prepared by the Office
of the General Coordinator for Human Rights, and is linked to SDG 16, particularly subgoals
16.6 to « develop effective, accountable and transparent institutions at all levels»
and 16.3 to «promote the rule of law at the national and international levels and ensure
equal access to justice for all».
This commitment comes as a continuation of the work on Commitment 4-(a) of Jordan’s
third NAP under OGP 20162018-, and has been designed based on progress evaluation.
Milestone Activity with a verifiable deliverable
Adopting a legislative framework to regulate the work of the Office of the
Government Coordinator for Human Rights, and its capacity to receive complaints
related to human rights violations and then refer them to the competent authorities.
01 / 09 / 2018 31 / 08 / 2019
Preparing a regulatory framework for the Office of the General Coordinator for Human
Rights to govern its capacity to receive complaints, including, but not limited to:
A. Forming a team to receive complaints, filing them and referring them to the competent
authorities. In addition to preparing a manual for reporting, processing and referring
complaints, and coordinating coordination approaches with other governmental and
non-governmental bodies that receive complaints related to human rights violations.
B. Building the team’s capacity to properly respond to these complaints in a timely
manner and follow-up with the relevant reference accordingly.
09 / 01 / 2018 31 / 08 / 2019 Launching the e-complaints platform by adding a feature to the e-government
platform, where citizens can submit complaints about human rights violations in
public sector. This platform is the link between the complainant and the Office
of the General Coordinator for Human Rights, and it will provide the following:
A. Ability to draft and send complaints in an easy manner while ensuring
the confidentiality of the complainant, in order to encourage citizens to file
complaints while maintaining their identity undisclosed.
B. Follow-up section for complaints to track their complaint processing
electronically at all stages, so that they remain informed.
C. An option for non-state institutions to submit complaints on behalf of citizens
(through one of their employees) and follow up accordingly.
09 / 01 / 2018 31 / 08 / 2019
Launching a non-electronic platform to enable all groups to file complaints,
either through the Public Services Offices and the complaints box or by assigning
a hotline for this purpose.
01 / 09 / 2018 31 / 08 / 2019
Launch a national awareness plan on complaints mechanisms implemented
within this commitment. 1 / 10 / 2019 30 / 6 / 2020
Prepare a periodic report on the complaints received by the Office of the
General Coordinator for Human Rights, including the number of complaints
and processing outputs, in addition to disseminating reports and undertaking
discussions with stakeholders both through direct approaches (participatory
discussion sessions) and indirect approaches (social media platforms and various
governmental digital platforms).
1 / 10 / 2019 30 / 6 / 2020
Contact Information
Name of responsible person from implementing agency
Dr. Khalil Al Abdallat
Noor Dweiri
Email and Phone
Other Actors Involved
(CSOs and Experts)
Name of the CSOs and
experts who applied for the
voluntary assistance to the
implementation of the 4th
NAP. Open call of interest
was launched during 2 -17
/ 12 / 2018.
- Lowers Without Boarders
- Association of Humanitarian Ambassadors for Democracy and Human Rights
- Jordanian National Observatory for Human Rights
- Academy of Change for Democracy and Development Studies
- Jordan Association for Entrepreneurship
- Rawan Ababneh (Expert)
- Al-Hayat Center - Rased
- Wesam Al Ataa Charity Association
- Awareness Center for Media and Human Rights


  1. Public Sector/Civil Society Collaboration

    JO0059, 2018, Civic Space

  2. Open Data

    JO0060, 2018, Access to Information

  3. Fostering National Dialogue to Achieve Political Reform

    JO0061, 2018, Anti-Corruption

  4. Human Rights Violations Complaint Mechanism

    JO0062, 2018, Access to Justice

  5. Access to Information Law

    JO0063, 2018, Access to Information

  6. Starred commitment Strengthen the Legislative Framework Governing Access to Information

    JO0048, 2016, Access to Information

  7. Strengthen the Facilities Available for Persons with Disabilities to Access the Justice System

    JO0049, 2016, Capacity Building

  8. Strengthen the Framework Governing the Freedom of the Media

    JO0050, 2016, Capacity Building

  9. Starred commitment Issue the Requisite Regulations and Instructions to Implement the Decentralization Law and Hold Governorate Council Elections in 2017

    JO0051, 2016, Capacity Building

  10. Develop Healthcare Services and Automate the Healthcare Sector Through Electronic Linkages

    JO0052, 2016, Capacity Building

  11. Develop an Interactive Observatory Forum for Citizens to Monitor the Implementation of the Government’S Plans and Progress

    JO0053, 2016, Capacity Building

  12. Adopt the Principle of Budget Disclosure in Accordance with International Standards and Promote Transparency and Financial Disclosure

    JO0054, 2016, Capacity Building

  13. Develop Transparent and Participatory Policies Regarding Climate Change Challenges

    JO0055, 2016, Capacity Building

  14. Starred commitment Implement an Open Data Sources Policy

    JO0056, 2016, Access to Information

  15. Complaints and Grievances Related to Violations Committed Against Citizen

    JO0057, 2016, Access to Justice

  16. Complaints Related to Governmental Services and the Surrounding Environment of Its Provision

    JO0058, 2016, Capacity Building

  17. Internal Control Units Structures

    JO0034, 2014, Anti-Corruption

  18. Improve Service Delivery

    JO0035, 2014, Capacity Building

  19. Develop Service Delivery Standards and Targets

    JO0036, 2014, Capacity Building

  20. Publish Service Delivery Standards

    JO0037, 2014, Capacity Building

  21. Ensuring Full Compliance with Service Delivery Standards

    JO0038, 2014,

  22. Service Delivery Process Assessment

    JO0039, 2014,

  23. Upgrading Services in Remote Areas

    JO0040, 2014, Capacity Building

  24. Developing a Services-Monitoring Body

    JO0041, 2014, Public Participation

  25. Public-Sector Restructuring

    JO0042, 2014, Legislation & Regulation

  26. Update the Civil Service Bylaw

    JO0043, 2014, Anti-Corruption

  27. Code of Ethics in Civil Service

    JO0044, 2014, Capacity Building

  28. Institutional Capacity Building

    JO0045, 2014, Legislation & Regulation

  29. Applying the Principles of Good Governance

    JO0046, 2014, Capacity Building

  30. Media-Sector Restructuring

    JO0047, 2014, Civic Space

  31. Promoting the Culture of Excellence in Public Sector

    JO0001, 2012, Capacity Building

  32. Improve Citizen Feedback and Complaint Mechanisms

    JO0002, 2012,

  33. Ensure the Implementation of the “Government Services Improvement Guidelines Manual”

    JO0003, 2012,

  34. Conduct a Comprehensive Customers- Satisfaction Survey

    JO0004, 2012,

  35. Designing the Second Phase of the National Program for Improving Public Services

    JO0005, 2012,

  36. Enhance Partnership and Integration Among Government-S Entities

    JO0006, 2012,

  37. Amending “The Government Services Improvement Bylaw”

    JO0007, 2012, Legislation & Regulation

  38. Continue Working on Linking the Governmental Institutions with the E-Government

    JO0008, 2012, E-Government

  39. Enactment of a New E-Transactions Law

    JO0009, 2012, E-Government

  40. Amendment of the Audit Bureau Law

    JO0010, 2012, Anti-Corruption

  41. Establish an Internal Audit Function in Line Ministries

    JO0011, 2012, Anti-Corruption

  42. Setting Standards and Indicators to the Internal Audit Units.

    JO0012, 2012, Anti-Corruption

  43. Anti-Corruption Law Reform

    JO0013, 2012, Anti-Corruption

  44. Ensuring the Implementation of the Code of Conduct Among Government Employees

    JO0014, 2012, Anti-Corruption

  45. Strengthening the Financial and Operational Independence of the National Center for Human Rights.

    JO0015, 2012, Civic Space

  46. Starred commitment Approval of the Independent National Electoral Commission Law

    JO0016, 2012, Legislation & Regulation

  47. Adoption of a New Political Parties Law by Parliament

    JO0017, 2012, Legislation & Regulation

  48. Approval of the New Elections Law by Parliament

    JO0018, 2012, Legislation & Regulation

  49. Holding a Municipal Elections in 2013

    JO0019, 2012, Local Commitments

  50. Starred commitment Establishment of a Constitutional Court

    JO0020, 2012, Judiciary

  51. Establishment of an Administrative Court.

    JO0021, 2012, Judiciary

  52. Adopting Amendments to the Access to Information Law

    JO0022, 2012, Access to Information

  53. Completion of the Second Phase of the Jordan Aid Information Management System-JAIMS

    JO0023, 2012, Aid

  54. Publishing the Annual Reports for 2011 of the Audit Bureau and Anti-Corruption Commission

    JO0024, 2012, Anti-Corruption

  55. National Procurement Systems Self Assessment

    JO0025, 2012, Anti-Corruption

  56. Unified Procurement Bylaw

    JO0026, 2012, Anti-Corruption

  57. Transparency in Public Spending

    JO0027, 2012, Fiscal Openness

  58. Gender and Child Aspects in Government Units Budget

    JO0028, 2012, Gender

  59. Enhance the Transparency of the General Budget Preparation and Disseminate Information on Process

    JO0029, 2012, Fiscal Openness

  60. Preparing a Strategy for the Financial Decentralization Project

    JO0030, 2012, Fiscal Openness

  61. Launching GFMIS in Government Ministries and Departments and Financial Centers

    JO0031, 2012, E-Government

  62. Increasing Transparency and Accountability in the Use of Public Funds

    JO0032, 2012, Anti-Corruption

  63. Initiating Discussions to Join the Extractive Industries Transparency Initiative (EITI).

    JO0033, 2012, Anti-Corruption

Open Government Partnership