About The Standards Of Service Quality According To The Law On Victims Of Crime

Original Language Title: o standardech kvality služeb podle zákona o obětech trestných činů

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Read the untranslated law here: https://portal.gov.cz/app/zakony/download?idBiblio=79922&nr=119~2F2013~20Sb.&ft=txt

119/Sb.



DECREE



of 7 November. may 2013



about the standards of quality of the services provided under the law on victims of

criminal offences



The Ministry of Justice provides under section 49 (a). (f)) of law No.

45/2013 Coll., on victims of crime and amending some laws (law

the victims of criminal offences):



§ 1



(1) the quality of Service Standards for the provision of legal

information are listed in annex 1 to this notice.



(2) quality of Service Standards for the provision of

restorative programs are listed in Appendix 2 to this Decree.



§ 2



This Decree shall take effect on the 15th day following its publication.



Minister:



JUDr. Blazek, Ph.d., v. r.



Annex 1



The quality of service standards for the provision of legal

information



1. the criteria governing the relationships between accredited bodies and victims



and the basic criteria)



1. Accredited entity has been defined and published its mission, goals, and

the policy; in accordance with this mission, objectives and principles of an accredited

the body is.



2. An accredited entity has determined the kind of service you provide.



3. Accredited entity has established a range of victims, which the service is to be

provided by the.



4. the Accredited body has described the implementation of the services provided.



(b)) the criteria relating to the protection of the rights of the victims and other people



1. Accredited entity in the provision of services does not flow

in a discriminatory manner.



2. An accredited entity respects the right to privacy of the victim and the

other people, respects confidentiality and handles only those

data which are strictly necessary in order to ensure quality service.



3. An accredited body is treated with information about victims and other people in the

accordance with the law.



4. An accredited body shall respect the dignity of the victims and accesses it

gently and politely and take into account his or her age, medical and psychological

State, intellectual maturity and cultural identity.



5. An accredited entity provides the service within a reasonable time.



c) Criteria in the area of provision of information to victims



1. Accredited entity has established rules for the provision of information

victims of the offered services; an accredited body in accordance with those

rules progresses.



2. An accredited body shall inform the victim about their rights under the law on

the victims of crime.



3. An accredited body shall inform the victim about her rights as a

the injured party in accordance with the criminal procedure code.



4. An accredited body shall inform the victim about the progress of the criminal proceedings and the

her status as a victim and a witness in it.



5. An accredited body shall inform the victim about the possibility of submitting to an accredited

the subject of a complaint, if it is not satisfied with the service provided.



6. An accredited body shall inform the victim about the possibility of submitting to the Ministry of

the justice complaint, does not comply with the conditions of the accredited body

accreditation.



7. An accredited body shall inform the victim in the language and form in accordance with the law on

the victims of crime.



(d)) the criteria governing the procedure of the accredited entity before granting

legal information



1. Accredited entity has established rules governing the negotiations with

those interested in providing the service; an accredited body under these rules

progresses.



2. An accredited entity prior to the provision of legal information, get acquainted

lead with all the conditions under which the service is provided, and

proceed to lead information.



(e)), the criteria to prevent conflicts of interest



1. Accredited entity has established rules for determining whether when

the provision of legal information is no conflict of interests between the

those interested in the service and sacrifices; an accredited body referred to in

These rules shall proceed.



2. An accredited entity has established rules to prevent conflicts of interest

between accredited bodies and victims; an accredited body in accordance with those

rules progresses.



f) criteria relating to the submission of complaints on the quality provided by the

services



1. Accredited entity has established rules for the receipt of complaints;

an accredited body shall proceed according to these rules.



2. the Accredited body, the complaints were handled, and the discharge of the leads

the registration of.



3. Lodging a complaint is not to the detriment of the victim.



4. the Accredited body ascertains victim satisfaction with provided

services.



5. An accredited body receives on the basis of the established facts

the necessary measures to remedy the shortcomings of the services provided.



g) criteria relating to the management and retention of documentation



1. Accredited entity has established rules for keeping the documentation of

service, including rules for the inspection of the documentation and the

the rules are established taking into account the right of privacy protection

the victim and other persons; an accredited body under these rules

progresses.



2. An accredited entity has established rules for the retention of

documentation; an accredited body shall proceed according to these rules.



3. An accredited body leads non-legal documentation

the information and the reasons why it has not been provided.



h) other criteria



1. An accredited body shall inform the victim of other accredited

entities providing legal information on centres and probation and

mediation services in the event that it does not provide the kind of service;

an accredited body shall inform the victim of other services, if it is with

regard to her needs must.



2. the criteria governing the personnel security



and personnel and organization) criteria ensuring



1. An accredited body is subject to internal organizational structure.



2. An accredited entity has established adequate qualification

requirements for individual employees.



3. the structure and number of posts correspond to the objectives and scope of the

of the services provided.



4. the Accredited entity has established internal rules for the adoption of the

jobs.



5. An accredited entity has determined the rules through which

specialist guarantees a level of service, consisting of

the provision of legal information, does not provide information directly to the legal

competent natural person. An accredited body in accordance with those

rules progresses.



6. An accredited body for which they perform the activities of a natural person,

not with the accredited bodies in the basic employment

relationship (hereinafter referred to as "speaking"), has laid down rules for their

the action in the provision of services, which make their action does not reduce the

the quality of the services provided.



(b) the criteria governing) professional development of employees



1. Accredited entity has established rules for the training of new

employees; an accredited body shall proceed according to these rules.



2. An accredited body is to lay down rules for the regular evaluation of the

expertise of the employees, which are used to detect their

individual training needs; based on this assessment takes

the necessary measures.



3. Accredited entity has established a regular education program

training of employees and freelancers in accordance with the needs of the development of

the quality of the services provided.



3. the criteria governing operational security



1. Accredited entity provides the service in physical, technical and

hygienic conditions that are appropriate to the type of service provided.



Annex 2



The quality of service standards for the provision of restorative

programs



1. the criteria governing the relationships between accredited bodies and victims



and the basic criteria)



1. Accredited entity has been defined and published its mission, goals, and

the policy; in accordance with this mission, objectives and principles of an accredited

the body is.



2. An accredited entity has determined the kind of service you provide.



3. Accredited entity has established a range of victims, which the service is to be

provided by the.



4. the Accredited body has discussed the implementation and process provided by the

services.



(b)) the criteria relating to the protection of the rights of the victims and other people



1. Accredited entity in the provision of services does not flow

in a discriminatory manner.



2. An accredited entity respects the right to privacy of the victim and the

other people, respects confidentiality and handles only those

data which are strictly necessary in order to ensure quality service.



3. An accredited body is treated with information about victims and other people in the

accordance with the law.



4. An accredited body shall respect the dignity of the victims and accesses it

gently and politely and take into account his or her age, medical and psychological

State, intellectual maturity and cultural identity.



5. An accredited entity provides the service within a reasonable time.



c) Criteria in the area of provision of information to victims



1. Accredited entity has established rules for the provision of information

victims of the offered services; an accredited body in accordance with those

rules progresses.



2. An accredited body shall inform the victim about their rights under the law on

the victims of crime.



3. An accredited body shall inform the victim about her rights as a

the injured party in accordance with the criminal procedure code.



4. An accredited body shall inform the victim about the progress of the criminal proceedings and the

her status as a victim and a witness in it.



5. An accredited body shall inform the victim about the possibility of submitting to an accredited

the subject of a complaint, if it is not satisfied with the service provided.




6. An accredited body shall inform the victim about the possibility of submitting to the Ministry of

the justice complaint, does not comply with the conditions of the accredited body

accreditation.



7. An accredited body shall inform the victim in the language and form in accordance with the law on

the victims of crime.



(d)) the criteria governing the procedure of the accredited body before the conclusion of

the contract of participation in a restorative program



1. Accredited entity has established rules governing the negotiations with

those interested in providing the service; an accredited body under these rules

progresses.



2. An accredited body before concluding the contract, the candidate will discuss

requirements, that the service has, and the objective of which would be to the liking of the lead.

After the provision of the service should be achieved; the provision of services is planned

having regard to the zájemcovy needs.



3. Accredited entity has established rules for how to respond in the case,

that in the course of providing the service, which changes the target wants to sacrifice

or other material change occurs; an accredited body referred to in

These rules shall proceed.



4. the Accredited body introduces the lead before concluding a contract with all

the conditions under which the service is provided.



5. An accredited entity has established rules for the conclusion of the Treaty on

the supply of services; an accredited body under these rules

progresses.



6. An accredited entity when concluding the contract progresses to

the lead of the procedure.



(e)), the criteria to prevent conflicts of interest



1. Accredited entity has created rules for determining whether when

the provision of services, there is no conflict of interest between those interested in

service and sacrifices; an accredited body in accordance with those

rules progresses.



2. An accredited entity has established rules to prevent conflicts of interest

between accredited bodies and victims; an accredited body in accordance with those

rules progresses.



f) criteria relating to the submission of complaints on the quality provided by the

services



1. Accredited entity has established rules for the submission of complaints;

an accredited body shall proceed according to these rules.



2. the Accredited body, the complaints were handled, and the discharge of the leads

the registration of.



3. the lodging of the complaint the complaint was not prejudicial to the victims.



4. the Accredited body ascertains victim satisfaction with provided

services.



5. An accredited body receives on the basis of the established facts

the necessary measures to remedy the shortcomings of the services provided.



g) criteria relating to the management and retention of documentation



1. Accredited entity has established rules for keeping the documentation of

service, including rules for the inspection of the documentation and the

the rules are established taking into account the right of privacy protection

the victim and other persons; an accredited body under these rules

progresses.



2. An accredited entity has established rules for the retention of

documentation; an accredited body shall proceed according to these rules.



3. An accredited body leads, documentation on the rejected candidates on

the supply of services and of the reasons for the refusal.



4. the Accredited entity has established the rule that the agreement on the participation of

the victim in the restorative programme must be concluded in writing; an accredited

entity under this rule shall proceed.



h) other criteria



1. An accredited body shall inform the victim of other accredited

entities providing restorative programs on centres and Probation

and mediation services in the event that it does not provide the type of service,

an accredited body shall inform the victim of other services, if it is with

regard to her needs must.



2. An accredited body supports victims in contacts with the natural

social environment.



2. the criteria governing the personnel security



and personnel and organization) criteria ensuring



1. An accredited body is subject to internal organizational structure.



2. An accredited entity has established adequate qualification

requirements for individual employees.



3. the structure and number of posts correspond to the objectives and scope of the

of the services provided.



4. the Accredited entity has established internal rules for the adoption of the

jobs.



5. An accredited body, which operate external lecturers, has

the detailed rules for their operations in the provision of services, with

that their action does not diminish the quality of services provided.



(b) the criteria governing) professional development of employees



1. Accredited entity has established rules for the training of new

employees; an accredited body shall proceed according to these rules.



2. An accredited body is to lay down rules for the regular evaluation of the

expertise of the employees, which are used to detect their

individual training needs; based on this assessment takes

the necessary measures.



3. Accredited entity has established a program of education and training

employees and freelancers in accordance with the needs of the development of quality

of the services provided.



3. the criteria governing operational security



1. Accredited entity provides the service in physical, technical and

hygienic conditions that are appropriate to the type of service provided.



2. An accredited body has defined emergency and emergency situations and

also the rules of how to proceed in these situations; of these rules

inform your employees.



3. An accredited body leads on emergency and emergency situations

the documentation.