This article explores how complaint investigations undertaken by health ombudsman contribute to the improvement of the healthcare system. Using a qualitative case-study approach, semi-structured interviews were conducted with participants form the Scottish Public Services Ombudsman (SPSO) and three health boards within its jurisdiction. Health board participants were frustrated by complaints process used by the SPSO, in particular the lack of communication during an SPSO investigation especially when there were differences in clinical judgment. Using Braithwaite’s typologies of motivational postures and Hertogh’s models of administrative control it was found that a sense of capitulation was the primary determinant in ensuring health board compliance with SPSO recommendations and that the relationship between SPSO and health boards was predominantly coercive in nature. For the SPSO to be more effective in contributing to system improvement requires it to review its role and means of conducting complaint investigations.

This article presents an empirical study of six grievance mechanisms in multi-stakeholder initiatives (MSIs). It argues that key characteristics of each grievance mechanism as well as the contexts in which they operate significantly affect human rights outcomes. However, even the most successful mechanisms only manage to produce remedies in particular types of cases and contexts. The research also finds that it is prohibitively difficult to determine whether ‘effective’ remedy has been achieved in individual cases. Furthermore, the key intervention by the UN Guiding Principles on Business and Human Rights (UNGPs), to prescribe a set of effectiveness criteria for designing or revising MSI grievance mechanisms, itself appears ineffective in stimulating better outcomes for rights-holders. Drawing on these findings, the article reflects on the future potential and limitations of MSI grievance mechanisms within broader struggles to ensure business respect for human rights.

The Authors apologise for two errors within their published Article. These appear on pages 391 and 416.

Since their publication in the 1950s and 1980s respectively, the Commentaries on the Geneva Conventions of 1949 and their Additional Protocols of 1977 have become a major reference for the application and interpretation of those treaties. The International Committee of the Red Cross, together with a team of renowned experts, is currently updating these Commentaries in order to document developments and provide up-to-date interpretations of the treaty texts. This article highlights key points of interest covered in the updated Commentary on the Third Geneva Convention. It explains the fundamentals of the Convention: the historical background, the personal scope of application of the Convention and the fundamental protections that apply to all prisoners of war (PoWs). It then looks at the timing under which certain obligations are triggered, those prior to holding PoWs, those triggered by the taking of PoWs and during their captivity, and those at the end of a PoW's captivity. Finally, the article summarizes key substantive protections provided in the Third Convention.

Sexual harassment is persistent, prevalent and under-reported in Australian workplaces despite its legal regulation over many decades. The most recent survey data in Australia indicate that the majority of individuals who are subject to sexual harassment at work do not make a formal report or lodge a complaint. The opportunity for voice that organisational processes provide to those who experience sexual harassment at work is a particular focus, given the under-reporting problem. The paper also considers the impact of organisational processes on those who observe the inappropriate behaviour and/or the organisational response. Ultimately, this paper argues that organisations should reduce their reliance on individual complaints by expanding the pathways by which concerns can be raised or observed behaviours addressed that offer alternative voice mechanisms, with an emphasis on problem-solving and early intervention where this is appropriate. The paper also considers different communications strategies, such as approaches to training, the sharing of information about workplace incidents, and leadership on the issue within organisations.

Sara Meyer, the newly appointed Knowledge Manager at the Legal Ombudsman in Birmingham, describes how they are beginning to set up KM systems to deal with a completely new jurisdiction relating to the hearing of complaints against solicitors. This follows the introduction of reforms contained in the Legal Services Act 2007, which mean that all complaints are now heard by this one organisation.

This article examines complaint sequences that terminate with one party's walking out, unilaterally, on the other. The analysis of three such extended sequences, using the Conversation Analytic approach, reveals interactional parallels among them. The complaints that precede the walkouts are constructed so as to identify deleterious and generic personal deficiencies. As these sequences develop, they come to focus on faults in the current behavior of those involved. In their final stages, the actions of the leavers appear sensitive to the persistence of behavior that has been deemed to be at fault. This combination of features seems connected to both the unilateral departure and the state of indignation that also becomes evidently present. This invites comparison with other forms of antagonistic dispute, such as those that lead to certain instances of murder.

The referendum of 30 August 1999 constituted a historic exercise of the right to self-determination by the people of East Timor. It rejected autonomy within Indonesia and chose to go forward on the path towards independence. Proponents of autonomy complained that they had been barred from participating in the process, and that Timorese staff had systematically told or forced people to vote for independence. However, there is no evidence that the referendum was corrupted through systematic bias on the part of local staff members. The outcome of the referendum, 78.5% in favour of independence, must be accepted as an accurate reflection of the will of the people of East Timor.