36 npm annual report 2016 /observations and recommendations • In the same prison (Mikkeli), reasoned written decisions were also not issued on a number of other matters which according to law require formal decisions. They involved, for example, a prisoner’s request for segregated accommodation, withholding a postal item, placing a prisoner under observation and prohibitions to visit. Moreover, the rules of procedure did not specify who is responsible for several key groups of decisions, such as decisions on the possession of property. • The Deputy-Ombudsman noticed that the reasons given by the prison to justify its actions and decisions were not based on law. He came to conclusion that decision-makers were unfamiliar with the relevant legal regulations or ignored them. An admissions unit’s actions in relation to granting access to property and responding to inquiry forms were inappropriate. The delays in accessing services were too long. Moreover, the Deputy-Ombudsman considered it a shortcoming that prisoners were not given guidance about the fact that they have the right to choose which items they want to keep in their possession, if the number of items in the cell has to be limited, for example, for fire safety reasons and that this rule was not taken into account. (Mikkeli) Comment: The prison reported that the tasks of the admissions unit have been reviewed. The maximum time of delivery is now one week. Contacts with the outside world and freedom of expression • The new telephone system of all prisons has a feature that blocks call transfers; in other words, the call is cut off if it is transferred from the first dialled number to some other number. This has made it more difficult for prisoners to call, for instance, their solicitors and authorities or even prevented them from making such calls. (Turku) Comment: The Deputy-Ombudsman urged the prison to ensure that facilities intended for this purpose in all units have enough hands-free headsets and that both prisoners and staff are aware of the opportunity to use them. The prison reported that from now on prisoners have access to headsets.