Recommendation 179

This recommendation is assigned to CSNSW.

Recommendation

That procedures whereby a prisoner appears before an officer for the purpose of making a request, or for the purpose of taking up any matter which can appropriately be taken up by the prisoner before that officer, should be made as simple as possible and that the necessary arrangements should be made as quickly as possible under the circumstances.

Context

The Royal Commission report found that ‘the use and abuse of prison disciplinary regulations by correctional officers is symptomatic of the often poor relations between correctional officers and prisoners and the antagonistic attitude of at least some correctional officers to prisoners’. The Royal Commision report also stated that complaints had been received in a number of jurisdictions in relation to procedures for making a request unnecessarily torturous. Recommendation 179 is directed at streamlining processes for inmates to seek swift resolution of simple requests within the correctional centre.

Status: Implemented

CSNSW policy sets out the process for inmates to make major and minor applications and requests via a streamlined, recorded system.
The Custodial Operations Policy and Procedures (COPP) chapter 9 Processing inmate requests, applications and complaints deals with various application, requests and complaints that can be raised by inmates and the manner with which they will be managed.

Detail of implementation

For general applications and requests COPP section 9.1 Inmate applications and requests outlines the procedures. Part 2 titled Inmate requests, require requests related to a range of issues to finalised within 14 days and detailed records to be kept of all submitted requests (see subsection 2.2 Procedures at step 5).

Inmates may use an Inmate application form to raise significant concerns and issues affecting their incarceration. Inmates may use an Inmate request form to raise minor inquiries or issues that can be resolved locally. Other types of applications and requests that may be made by an inmate include:

requests for shared accommodation
requests to renew or apply for a driver’s license.
an application for marriage.
an application for change of name.

An Inmate request form must be used by inmates to resolve minor issues or inquiries relating to matters that can be resolved locally.

An Inmate application must be recorded in the Inmate application register as they are an auditable document. All staff are accountable for the accuracy of recorded information to assist in the consideration and adjudication process.

All requests must be recorded in the Inmate request register. This form should not be used for issues or inquiries that impact on an inmate’s incarceration or are deemed recordable.

If kiosk or eforms facilities are available, inmates must be directed to use these systems for processes relating to inmate applications and requests. If the request is submitted via eforms, the ViaPath Command platform will automatically register and save these electronically within the system.

Examples of issues or inquiries that may be included are requests:

for extended visits
for accommodation changes
for additional or extended visits
to see Governor
for special phone calls
to exchange or obtain property
to launder clothing
for changes of employment or employment request
for wage inquiries
for private cash account (account balances) (Administration)
for interviews or appointments with Offender Services and Programs (OS&P) or
case management staff.

Evidence

COPP section 9.1 Inmate applications and requests (PDF, 2.9 MB)

Last updated: 15 August 2025