5. CONTACT WITH THE OUTSIDE WORLD Making complaints 16 If a prisoner is unable to make a request or complaint then a family member, or any other person who has knowledge of the case, can do so on her or his behalf, in accordance with Rule 56(4). This will only be possible if prisoners can safely and regularly communicate with such those family members or other people. This possibility extends beyond reports of ill‑treatment, to include other requests and complaints that prisoners are unable to raise themselves. More guidance on requests and complaints mechanisms can be found in Chapter 1, paragraphs 130–165 of this guidance document. 17 Visitors may be able to facilitate access to appropriate counselling and legal representation, and follow up on the progress of the complaint. 18 When torture and other ill‑treatment has been reported, access to the outside world is crucial as a safeguard against retaliatory actions. CONTEXT: TYPES OF PRISON VISITS [5.2] There are many different types of prison visits in use in different countries and places of detention, and particular arrangements may differ according to local culture. The list below is not exhaustive, but is intended to give some indication of the different forms prison visits can take. Non-contact/closed visits These take place where prisoners and visitors are separated by glass or another barrier. They usually involve limited or no physical contact, though prisoners and their families may sometimes be able to touch or hold hands, depending on the arrangement of the barrier. These visits are the most restricted, and the least useful in terms of prisoner wellbeing and reintegration prospects. Non-contact visits should only be imposed when there are specific security reasons for doing so. Contact/open visits These types of visit permit some form of physical contact between prisoner and visitor and do not usually involve any form of barrier. They usually take place within sight but not within hearing of prison guards. Extended visits These are regular visits that are extended in length to take into consideration personal circumstances, such as family crises or special occasions. Extended visits should also be considered for visits involving children, for visitors who have to travel long distances and for female prisoners, who tend to receive fewer visits than male prisoners. 5 Private visits These are visits in which prisoners can be alone with their families or another person with whom they have an intimate relationship. They usually take place in designated settings and often involve children. For such visits to be successful there must be effective assessment procedures in place to determine any potential risk to the prisoner or visitor. Conjugal/intimate visits These are visits in which a prisoner may spend time alone with a visitor and engage in sexual activities. They help maintain emotional and intimate bonds between partners and allow for some normalisation of relationships, aiding rehabilitation and reintegration. Family visits/long visits Such visits involve the prisoner and their family, including children, spending time together for several days in some form of dedicated facility managed by the prison administration. Family visits should not be limited to those who have children. Home leave This is a system whereby prisoners are temporarily released to spend time at home. It is sometimes used for prisoners nearing their release date to aid reintegration, but might also be used for medical, educational or occupational reasons, or for special occasions. They can also be considered when a family member or other third party is sick or physically unable to visit the prisoner. Guidance document on the Nelson Mandela Rules 119