Section 491.09 - Informal Resolution(1) The grievance process is a mechanism to address complaints and is not the appropriate forum to make routine requests.(2) The Step 1 Informal Complaint Resolution Process is the preferred mechanism for the resolution of inmate complaints. Effective communication between institution staff and inmates is essential. Most requests and complaints can be addressed easily and quickly through direct communication. Inmates shall attempt to address issues at the lowest institutional level possible. Inmates shall express their complaints in a respectful, constructive manner. Staff awareness as to the need for prompt attention and response to these issues is essential and will minimize the use of formal grievance procedures.(3) Pursuant to the Department Step 1 Informal Complaint Resolution Standard Operating Procedures, each institution shall maintain an informal complaint resolution process which shall include, but not be limited to, the utilization of the standardized informal complaint form. The Step 1 Informal Complaint Resolution Standard Operating Procedures is available at each inmate library and on the Department's website at http://www.gov/doc/policy, attached to 103 CMR 491.00.(4) While inmates are encouraged to utilize various available avenues for addressing complaints before submitting an informal complaint form, as indicated in the Step 1 Informal Complaint Resolution Standard Operating Procedures, they shall not be penalized for failing to do so. Inmates are required, however, to utilize the Step 1 Informal Complaint Form process before filing a grievance.(5) Utilization of the Step 1 Informal Complaint Resolution process is not required for: (a) Emergency grievances, which shall be submitted and processed pursuant to 103 CMR 491.16.(b) Staff misconduct allegations, which shall be filed and reviewed administratively pursuant to the 103 DOC 522: Internal Affairs Unit Policy.Amended by Mass Register Issue 1338, eff. 5/5/2017.