Mr. Mark Wilson:

There is a four-stage process relating to complaints whereby a resident can make an informal complaint to the manager, a formal complaint to the manager, a formal complaint to the RIA and then one to the Ombudsman. It is open to the resident to go directly to the Ombudsman should they so wish. The Ombudsman visits most centres and did so in 2018. He found that most of the issues being brought to his attention were able to be resolved locally with the local manager at the point in time when he visited the centre. As to whether there is a culture whereby it is difficult for residents to complain, it was referred to in the last Ombudsman’s report. However, it was qualified by stating there was no evidence available to him to confirm that concern.