Emergency Unit Kowloon West (EU KW), led by Superintendent Paul Renouf, has rolled out a three-pronged complaints prevention initiative in a bid to reduce complaints and encourage EU KW officers to adopt a professional, decisive and caring approach in playing their role as "first responder" to emergency calls. 

The initiative consists of three main features, namely conflict resolution, appointment of Complaints Prevention Ambassador, as well as taking the extra mile, encouraging officers to have empathy for those seeking police assistance, and provide them with emergency services.

The complaints prevention initiative proved to be successful when a woman expressed  appreciation to officers of No. 2 Platoon EU KW for handling an emergency call of fighting in a flat in Sham Shui Po on August 1. She was grateful to the officers for handling the case in a professional manner, with none of her family members getting hurt and the case classified merely as a dispute.

Senior Superintendent (Operations) Borden Ma has also praised the officers for their performance in the case.