The complaints handling and investigations unit is responsible for receiving all complaints that come to the Commission. It is also responsible for making investigations into the reported cases. The Commission deals with complaints of abuses and violations of rights and freedoms that are enshrined in the Constitution of Zimbabwe and in any international human rights agreements that the country has agreed to sign and any complaints arising from abuse of power or maladministration by the State and public institutions and by officers of those institutions. It should be noted that the office of the public protector has been abolished. Cases that were being dealt with by the public protector are now being dealt with by this Unit.

After investigating and concluding that there has been a human rights violation, the Commission can make recommendations it sees fit to redress the situation and also send this information to the Minister of Justice, Legal and Parliamentary Affairs. The Commission can also recommend payment of compensation to the individual or their family and where appropriate, it may recommend release of a person from prison. The Commission may also recommend that the person seeks redress in a court of law, as well as recommend prosecution of offenders. The Commission however cannot handle complaints of violations that occurred before 13 February 2009 or violations in which a three year period has elapsed.