MONITORING PLACES OF DETENTION : A PRACTICAL GUIDE 2 132 ■ Do those handling the complaint behave in an objective, non-partisan manner? ■ Is the system adapted to the needs of the prisoner and situation? (flexibility) ■ Does the complainant receive a timely response that addresses the substance of the complaint? (efficiency) ■ Are statistics on responses to complaints kept, analysed and acted upon? Mechanisms for complaint should be examined in conjunction with the point on inspections, as the inspection bodies should have the possibility of receiving and examining complaints (see the section: Inspection). Reference points ■ What avenues of complaint do persons deprived of their liberty have? ■ What is the nature of the appeal – administrative/ judicial? ■ What is the appeal procedure – to whom and how? ■ Is the procedure easily accessible to any person deprived of his or her liberty (including foreign nationals and illiterate or semi-literate people)? ■ Are there possibilities for an outsider to complaint on behalf of a prisoner to the administration of the place? ■ Are there possibilities for an outsider to complaint on behalf of a prisoner to the administration responsible for supervision? ■ What is the time-frame for handling complaints?