From evidence to practice: how to increase procedurally just practice in the handling of prison complaints

To test the process and impact of a complaints handling prototype to enhance the practical application of procedural justice (PJ) principles in a prison setting.

A randomised control trial and process evaluation involving 50 staff participants and 120 of their complaint responses. Complaint responses were quantitatively assessed for their PJ content, sentiment, and readability. Perceptions of the value of the prototype and how it had been implemented were examined qualitatively, through interviews or focus groups with six staff and five prison residents.

The complaints prototype brought about statistically significantly improved PJ practice overall, and the impact was maintained over the 6-month follow-up. The prototype resulted in no change in the sentiment of words used. Concerningly, a statistically significant increase in the required reading age was observed.

The prototype improves prison staff’s use of PJ principles when responding to complaints. The approach is experienced as feasible and worthwhile.