Chapter 3: Complaints Adjudication Training for Election Management Bodies and Political Parties • Ensure equal, fair, timely and neutral treatment to all voters, representatives of political participants, and authorized observers who may be present at the polling station; • Fully understand the extent and the limits on their authority to take decisions and the kinds of remedial action they are competent to effect; • Maintain a cooperative attitude with any complainant who may raise a concern or objection to the manner in which the procedures are being carried out; • Be able to observe the manner in which procedures are being carried out by the poll workers and to determine whether a complaint is justified; • Take immediate corrective action where it is obvious that lapses in procedure or errors have occurred; • Confidently explain to the complainant where any misunderstanding might exist in the event that the complaint is not justified; • Advise a complainant who is not satisfied with the action taken how he or she might appeal the decision taken to a higher authority; and • Ensure that the complaint, the action taken and any acknowledgement from the complainant is fully documented. Preparing Political Parties in Election Complaints Adjudication A. Overview One of the most challenging aspects of preparing and conducting an election is maintaining fair, cooperative and responsive relationships with the political parties and candidates in the midst of what is, by its very nature, an adversarial political environment. In spite of all best efforts and dedicated commitment to administer the process fairly and competently, EMBs often find themselves faced with a barrage of complaints from political participants caught up in the heat of political competition. With so much at stake, it is not hard to understand why they are sometimes so demanding. They have committed their resources, their energies and their futures in compet- 147