A/HRC/38/20 to encourage to make complaint handling and/or dispute resolution services of the mechanism available to parties free of charge. 7.3 Where possible, financial assistance is made available to rights holders to help to defray the costs associated with assessing the relevant services. Proactive steps are taken to ensure that information about such financial assistance is conveyed to the rights holders for whom it is intended. 7.4 Complaint handling and/or dispute resolution processes are designed to be as userfriendly as possible and, where appropriate, allow for the possibility of (a) representation in person (namely, without the need for legal counsel); and/or (b) the assistance of a representative or other third party; and (c) collective redress. 7.5 State-based mechanisms take appropriate steps to enable rights holders to access and participate in complaint handling and/or dispute resolution processes in ways most convenient to them, including through online forms, telephone reporting, by post or in person. 7.6 State-based non-judicial mechanisms make available, free of charge, (a) advisory and support services necessary to promote easy access by individuals and communities to complaint handling and/or dispute resolution processes, including through online resources, such as downloadable pamphlets and videos, paper resources, and telephone helplines; and, (b) where relevant and appropriate, suitable advisory or “triage” services to ensure that complaints and/or disputes can be swiftly directed to the place where they can most quickly, efficiently and appropriately be resolved in the light of all relevant circumstances. 7.7 The materials, resources and advisory services referred to in paragraphs 7.5 and 7.6 above are made available (a) in formats that meet the needs and are consistent with the rights of persons with disabilities, including persons with impairments to hearing, sight or mobility; and (b) to an appropriate extent, in the light of the relevant mechanism’s mandate and functions, in the languages of the rights holders for whom they are intended. 7.8 Periods of limitations, to the extent that they apply to the complaint handling and/or dispute resolution functions of State-based non-judicial mechanisms, are set in accordance with certain factors, such as the nature and severity of human rights risks addressed by the mechanism, and other issues, such as the remoteness of individuals and communities likely to be at risk and the particular needs of the rights holders for whom the mechanism is designed to help. 7.9 State-based non-judicial mechanisms have put in place measures designed to allow access to and use of the mechanisms by rights holders on an equal basis with others, for instance by improving physical and communicational accessibility to premises and by making adjustments to processes and procedures to facilitate their use (and reduce barriers to participation) by persons with disabilities, including deaf persons and persons with intellectual or psychosocial impairments, and older persons. 7.10 State-based non-judicial mechanisms adopt and implement procedures and practices to protect confidentiality where the context and circumstances of the case would make it necessary, particularly with respect to the identity of individuals who may be at risk of threats, harassment or reprisals, and appropriate safeguarding arrangements for the protection of rights holders, taking into account the particular needs of persons at greater risk of vulnerability and/or marginalization. 7.11 The confidentiality of the private information of users of State-based non-judicial mechanisms is protected by robust domestic law regimes on privacy and the protection of personal data. 7.12 The State adopts and enforces laws and takes other measures to protect individuals and communities from the risk of reprisals, harassment and discrimination as a consequence of having referred any business and human rights-related allegation, claim, complaint or dispute to a State-based non-judicial mechanism. 13