Title: The Caliphate Complaint Box: Stories of#Islamic State# Governance in the Words of Those Who Lived It
Author: Daniel Milton, Muhammad al-`Ubaydi
Place of publication: US
Publisher: Combating Terrorism Center at West Point
United States Military Academy
Release date: 2024

In the summer of 2014, the terrorist organization known as the Islamic State declared itself the governing entity of a vast swath of territory across Iraq and Syria encompassing millions of people, who were now ‘citizens’ of the Islamic State. Although it is well-known that the group’s governance approach carried with it the strict and sometimes violent implementation of their interpretation of Islamic law, there has been comparatively limited evidence regarding the nature of the complaints that arose during this time. This report relies on 396 previously unreleased primary source documents created by both members and civilians of the Islamic State highlighting problems encountered under the group’s governing eye—the Caliphate Complaint Box.

These documents provide a vivid first-hand account of the challenges people faced living under the Islamic State. They demonstrate that, despite the group’s propaganda effort to highlight its establishment of a just society with a well-functioning government, the reality on the ground was much different. Given that any single analysis or summary cannot capture all the nuance included in these documents, the Combating Terrorism Center is releasing all of these documents through its website in an effort to promote future research on the Islamic State. However, this report does highlight some of the initial findings from an analysis of the material:

The Islamic State faced regular bureaucratic challenges. Despite the promise of being different than other forms of government, the Islamic State struggled to keep track of paperwork and people, at times leading to confusion and disillusionment among those living under its control.

Women living in the caliphate faced an uphill battle. Although perhaps not surprising, these documents drive home the inequity faced by women in the caliphate when it came to resolving issues of concern. Several complaints show women having to repeatedly seek help in order to provide for their families after losing husbands. Additionally, the documents contain multiple examples of men in positions of power targeting women with abuse.

Citizens suffered raids and harsh treatment by both religious and security-oriented police. The laws of the Islamic State were strict, but these documents show that the execution of justice could be both harsh and uneven. People living in the caliphate might find their children hit during a raid or their vehicle confiscated at a checkpoint without a clear indication as to why or what the resolution would be.

The Islamic State military bureaucracy faced challenges in recruiting, equipping, and managing its forces. The Islamic State was a group formed through military conquest. The Complaint Box documents show that, despite these successes against an array of external adversaries, the group’s military wing struggled with issues, including but not limited to the production of military weapons, leadership of training units and battlefield forces, and putting soldiers in the right units and places.[1]