CPC Series
Ways to avoid complaints

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Having worked with the Complaints Prevention Committee for nearly three years, I have come to realise that the concepts that "the best way of avoiding complaints is to do less" and "superiors always hold a negative attitude towards complaints and the officer who is the subject of complaint", are wrong.

In the past three years, as I often attended meetings about prevention of complaints against the Police and had more opportunities to discuss the related matters with officers of the management side. I understand that the complaint system is a way to monitor the work of the Force and members of the public have the right to make complaints. As society progresses, the public have higher expectations of the Force, and complaints would arise if their expectations were not met. The same situation would arise if we, as a customer, were not happy with the services provided by the commercial sector.

Moreover, I want to point out that the management always takes a positive and fair attitude in handling complaints, and will make a thorough investigation after a complaint has been received. Police policies are constantly reviewed and consideration is always given to the ways of improving the quality of services. The management handles all complaints in accordance with the law and exercises discretion where necessary. It is understood that sometimes making a complaint is just the tactic of a complainant. While being concerned about this situation, the management realises that this is unavoidable in a free and open society, and believes that high quality investigations made in a fair manner will always reveal the truth. On the other hand, the management is also concerned about the conduct and behavior of the officers involved in complaints, for instance, using foul language, being impolite and unfair.

No matter where we work, we have to deal with informants, victims and arrested persons in a responsible manner, and try to put ourselves in their positions. It is only by doing so that we can have fewer complaints. Of course, we may encounter people who are provocative, and who make unjustified complaints. The most effective way to deal with these is to carry out our duties in an impartial and open manner.

Last but not least, I want to share with readers how the Force had handled a case in Sham Shui Po District with humanity. In December 2003, SDS I / SSPo discovered that a flat in the district was being used as a "drug den". After having made a thorough investigation, the team raided the premises and arrested some persons. It was further discovered that the landlord of the premises was an elderly person living on the rental income from the premises, and had no knowledge that his flat was being used for an illegal purpose. Therefore, the team helped the landlord to fight for his rights. After regaining possession of his premises through the court, the landlord wrote a letter to thank the team for their assistance. This case indicates that if we perform our duties in an impartial manner, the public will appreciate and support our work.

(Article contributed by Station Sergeant Chu Chi-kwong of Shek Kip Mei Division)