2.2.3 According to the 2011/12 annual report ICCVs are trained to encourage inmates to follow the DCS' internal complaints process outlined in Section 21 of the CSA. The DCS should ensure that all heads of correctional centres adhere to the provisions, and that all inmates are made aware of complaints procedure, not only at admission, but for the duration of their incarceration. The JICS' intention to intensify efforts to merge the unresolved complaints received from ICCVs and those submitted directly to the complaints unit is welcomed as this would provide a clearer indication of what the challenges in respect of the implementation of its complaints processes are. Failure to adequately respond to complaints not only contravened the provisions of the CSA, but also violated inmates' right to just administrative action.