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You are dissatisfied about the behaviour of a

member of the police force. You have submitted a

complaint about it. Or perhaps you are considering

doing so. In that case it would be useful to read

through the information in this folder.

It is important to you that the police do procedures that you could consider confirmation and the file will be
their work meticulously and properly. taking. closed.
The police has a stake in maintaining a 3. You are not satisfied and you want a
good relationship with you. This is why Initial phase of the complaints decision from the Commissioner of
complaints about the police are always procedure Police. In that case your complaint
handled carefully. You may be satisfied after the initial will go on for handling in the second
contact with the complaints handler phase.
Why does a complaint first have to be and you may not want your complaint
submitted to the police? being dealt with any further. In that Second phase of complaints
The law stipulates that complaints case the procedure ends. By way of procedure
should first be submitted to the completion, you will receive a letter If you are not satisfied after completion
organization that caused them. This confirming this and the file will be of the first phase, your complaint can
provides an opportunity for you and the closed. now be put before the Commissioner of
police staff-member involved to explain Police for assessment. The
why certain action was taken. Mediation Commissioner of Police obtains advice
Experience has taught us that in this Are you not satisfied? In that case the from an external complaints committee
phase a discussion between the complaints handler estimates whether whose members have no affiliation with
complainant and the staff-member a mediation meeting between you and the police organisation.
concerned often leads to a positive the staff-member about whom you are The Commissioner of Police has
result for both parties. complaining could help to solve the ultimate responsibility for the police in
complaint. The complaints handler will matters that gave rise to your
What can you expect? ask you to cooperate in such a meeting. complaint.
We will contact you within five working Whatever you decide with the
days after receiving your complaint. The complaints handler is subsequently put The complaints committee has its own
complaints handler is a staff-member of to the police staff-member concerned. procedures and provides the
the police. He/she will adopt a neutral The latter is then given an opportunity Commissioner of Police with
position and keep an eye on both your to respond. If you agree on a mediation independent advice. Part of these
interests and those of the police meeting, it will be organised by the procedures is organising a hearing. This
staff-member. The complaints handler complaints handler. He will make an is where both parties − you and the
will discuss with you what you want to appointment for this meeting between police staff-member concerned − can
achieve with your complaint and exactly you and the police staff-member explain their viewpoint on the police
what your complaint is. concerned. The complaints handler will action about which you are dissatisfied.
also attend this meeting, as facilitator. On the grounds of the complaint
During this discussion, the complaints investigation and the results of the
handler will also examine whether your The first phase can have one of three hearing, the complaints committee
complaint is covered by legislation and outcomes: draws up advice for the Commissioner
in keeping with the objective of the 1. You are satisfied and you feel that of Police.
complaints procedure. handling of your complaint can be
This is because in certain cases the finalised. You will receive written Assessment of your complaint
complaints procedure is inappropriate; confirmation of this and the file will The Commissioner of Police forms a
for instance, if you disagree with being be closed. picture of individual aspects of the
fined or if the complaint is about an 2. You are not satisfied, but do not complaint and makes a decision on it.
incident that needs assessing by a want to pursue handling of the This decision is formed based on the
court. In that case the complaints complaint any further. In this case responses the Commissioner of Police
handler explains what are the correct too you will receive a letter of received from the complaints