Article by Sergeant Chu Chi-kwong of Kowloon West Emergency Unit:

As time goes by the public expects more from all Government departments. At work we are in touch with members of the public daily and they have the right to lodge complaints whenever they feel improperly, or rudely, treated. In fact, many such complaints can be avoided, provided there are open lines of communication between officers and the public, coupled with professionalism and efficiency in the implementation of everyday routine tasks. The Force is then able to deploy more resources in the fight against crime instead of having to process and investigate avoidable complaints.

Here I would like to recall an incident in which my peers and I became the complainees. After reading it you may realise how such situations can be prevented.

My peers and I were on anti-crime patrol in Mong Kok. We stopped a lady and checked her ID card, only to find the print font size of her surname on the card smaller than usual. Instantly we asked to search her handbag in order to examine other documents which might help verify her identity. She was very impatient, asking why we had to do this. Instead of answering her, we continued to examine the contents of her bag. Nothing out of the ordinary was found, our Regional Command and Control Centre verified her ID and we politely explained the reason for our search. She was let go, feeling aggrieved about our 'attitude' and our having caused her such inconvenience. As a result she lodged a complaint at CAPO shortly after, which was finally resolved through Informal Resolution procedures.

Following this my peers and I had a discussion with a view to reviewing our actions toward her that day and realised that we had not been professional in stopping and questioning the woman and subsequently searching her handbag. We should have immediately explained to her the reason for our questions, thereby allowing her to clarify the situation. The Force's reputation would also remained in tact in the eyes of a member of the public.

Improving the lines of communication between Police and members of the public results in a greater understanding of Force procedures.

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