1. PRISON MANAGEMENT CONTEXT: PRISONERS’ A-Z OF RIGHTS AND OBLIGATIONS – A GUIDE PRODUCED BY THE GREEK MINISTRY OF JUSTICE [1.10] The Greek Ministry of Justice, Transparency and Human Rights has produced a guide that summarizes prisoners’ rights and obligations in an easily accessible format. The guide includes information on a broad range of subjects, including clothing, complaints, wages, discipline, education, food, health, legal aid and visiting hours. The guide also lists the relevant provisions of the Greek Penitentiary Code and internal regulations for those who want more information.54 1 1.5. REQUESTS AND COMPLAINTS RELEVANT RULES: REQUESTS AND COMPLAINTS Rule 56: Rule 57: 1. Every prisoner shall have the opportunity each day 1. Every request or complaint shall be promptly dealt to make requests or complaints to the prison director or the prison staff member authorized to represent him or her. 2. It shall be possible to make requests or complaints to the inspector of prisons during his or her inspections. The prisoner shall have the opportunity to talk to the inspector or any other inspecting officer freely and in full confidentiality, without the director or other members of the staff being present. 3. Every prisoner shall be allowed to make a request or complaint regarding his or her treatment, without censorship as to substance, to the central prison administration and to the judicial or other competent authorities, including those vested with reviewing or remedial power. with and replied to without delay. If the request or complaint is rejected, or in the event of undue delay, the complainant shall be entitled to bring it before a judicial or other authority. 2. Safeguards shall be in place to ensure that prisoners can make requests or complaints safely and, if so requested by the complainant, in a confidential manner. A prisoner or other person mentioned in paragraph 4 of rule 56 must not be exposed to any risk of retaliation, intimidation or other negative consequences as a result of having submitted a request or complaint. 3. Allegations of torture or other cruel, inhuman or degrading treatment or punishment of prisoners shall be dealt with immediately and shall result in a prompt and impartial investigation conducted by an independent 4. The rights under paragraphs 1 to 3 of this rule shall national authority in accordance with paragraphs 1 and extend to the legal adviser of the prisoner. In those cases 2 of rule 71. where neither the prisoner nor his or her legal adviser has the possibility of exercising such rights, a member of the prisoner’s family or any other person who has knowledge of the case may do so. 54 WHY IS IT IMPORTANT? 130 A good system for making requests or complaints is an integral part of every professional prison administration, allowing for the identification of systematic failures, while also detecting individuals that are abusing their positions of power. 55 Well-functioning complaints systems also protect staff from wrongful allegations and safeguard the reputation of the institution itself. 54. Prisoners’ A-Z of rights and obligations, The Greek Ministry of Justice, February 2017, in Greek at www.ministryofjustice.gr/site/el/ΥΠΟΥΡΓΕΙΟ/ΓΕΝΙΚ ΗΓΡΑΜΜΑΤΕΙΑΑΝΤΕΓΚΛΗΜΑΤΙΚΗΣΠΟΛΙΤΙΚΗΣ.aspx. 55. The Mandela Rules do not distinguish between requests and complaints procedures. Guidance document on the Nelson Mandela Rules 31