3.4.3 The investigation into the 3 August riot had revealed that the Head of the Correctional Centre (HCC) had been negligent in the manner in which he had handled inmate grievances and complaints. Contrary to what is required, he had failed to regularly visit units to interact with inmates and to receive inmate complaints. He had further committed himself to resolving the complaints he had received before the incident in unrealistic timeframes that he was not able to adhere to, thus further frustrating inmates. The HCC had further failed to ensure the installation of "mailboxes" where grievances could anonymously be posted. Preliminary investigations indicated that the HCC's failure to adhere to complaints/grievance procedures was a major contributing factor.