o Ensure that legal remedies are available against the decisions of disciplinary commissions and where appropriate, due to the criminal character of certain disciplinary proceedings, ensure that access to legal aid is provided; o Guarantee that prisoners’ complaints receive a proper response; o Improve the mechanisms for complaints registration and tracking; for example in line with Council of Europe Training manual for prison staff on complaints procedure (March 2007); o Consider appropriate new channels for internal communication, e.g. complaint boxes and prisoner councils; o Ensure that any violation of confidentiality or any disclosure of information contained in prisoners’ complaints on the part of prison staff is investigated and sanctioned; o Ensure that prison rules, information about complaints mechanisms and relevant legislation are accessible and understandable to each prisoner; o Allow prisoners to contact relevant institutions within their working hours. To the BiH Ombudsman: o Increase the frequency of visits to penal correctional institutions and simplify complaints procedures, making them understandable and easily accessible to all prisoners. 21