EXECUTIVE SUMMARY What makes a complaint procedure system be available at any time and even efficient? What are the rules regarding simultaneously. the right to information, accessibility of information about the right to complain staff or protection against reprisals? What is at the heart of a fair and efficient are the relevant international standards? procedure. Detainees must be informed What are best practices to assess the efficiency and fairness of the complaint procedures? What monitoring tools are available for NPMs? operation of NPMs by (1) compiling standards and good practices, and (2) recommendations on relevant monitoring methodologies. It is structured in both respects based on the key issues related to complaint procedures. As a starting point, potential addressees and contact accessible about the everyday issues and human rights violations that can be addressed by complaints, and the institutional rules of the complaint procedure. Effective communication means that the detainees’ The handbook aims to facilitate the international Similarly, points for the submission of complaints should mental and linguistic capabilities must be paid attention to. Information should be provided in plain language, and with due consideration to the individual and special needs of prisoners. As to the effectiveness and fairness of the complaint procedure, potential failures of challenges the of penitentiaries monitoring and bodies related to confidentiality, promptness,