According to the Chairman of the Working Group, which has thrashed out the initiatives, Kwai Tsing Deputy District Commander Siu Chak-yee, a total of 117 complaints against police were recorded in NTS in the fourth quarter of last year. After the initiatives were launched since August last year, the number dropped to 109 in the first quarter of this year, and further to 86 in the second quarter.

The Working Group was formed in NTS Region after former NTS Regional Commander Tang How-kong suggested promoting a culture of reducing complaints in the Region.

The Working Group's major tasks are, among others, monitoring the Force-wide trend of complaints against police; comparing the trend with that of NTS Region; and formulating action plans for preventing complaints. Assisting the Working Group in publicising and promoting initiatives are two Sub-working Groups - one on complaint prevention and education, and the other on publicity and promotion.

A representative, at the rank of inspector or above, from each District in NTS, as well as each formation in NTS Headquarters, is sitting on the Working Group and Sub-Working Groups to contribute input for complaint prevention.

As Junior Police Officers (JPOs) are major target of its complaint prevention projects, the Working Group also includes JPO representatives from each District who will sit on its meetings, besides being a member of one of the two Sub-working Groups.

Close liaison with CPC

"We support CPC's initiatives and bring them to the attention of as many officers as possible in the Region. For example, we've encouraged officers to take part in CPC's Lyric Writing & Song Composing Contest. Our officers have actively participated in the contest, indicating that they are aware of the measures being taken within the Force to prevent complaints.

"We also make the most of the information contained in CPC's quarterly bulletin. A good example of this is that the Sub-Working Group on Publicity and Promotion has recently designed slogans for some of the past complaint cases ('cases for sharing') that were published on the CPC Bulletin. The slogans aim to draw officers' attention on the crux messages of the cases. The Sub-WG has produced publicity posters with the slogans for display at prominent places in stations," said Mr Siu.

For publicity, the Working Group has also worked out, in conjunction with CPC, a series of slogans: "Listening Dispels Misunderstanding", "Communication Shows Care and Concern", "Understanding Brings Respect" and "Enforcement Becomes More Harmonious".

The Sub-Working Group on Complaints Prevention and Education has also researched into the circumstances that have given rise to complaints against police and they found that some previous complaints were lodged due to officers uttering unnecessary remarks towards the complainants. The Sub-WG has identified a list of "unnecessary remarks" that had previously led to complaints.

Explained Mr Siu: "We've found that some complaints arose because members of the public found these 'unnecessary remarks' offensive. Therefore, we evaluate these cases with our officers on Training Day and come up with positive feedbacks on how to improve the situation in future during their day-to-day contacts with members of the public. Some complaints can be avoided if officers are more mindful of what they say. We always stress the importance for officers to have better communication with and be tactful when dealing with the public and use the skills of empathic listening."

While "ongoing education" and "constant reminders" are essential, Mr Siu considers a positive attitude towards complaints on the part of supervisory officers, is equally important for helping officers avoid complaints.

"In investigating a complaint, a supervisory officer should not jump to the conclusion that the officer concerned is at fault, without considering all the relevant factors. He or she should keep an open mind and consider the stress and difficulties the officer has been subjected to, as well as the fact that members of the public expect more and more from the police," he noted.

Speaking of his Working Group's way forward, Mr Siu said a lot remained to be done to maintain momentum. He would continue to work closely with CPC in projects to prevent complaints. For example, as many container truck drivers are working in his District, he would team up with CPC to reach out to professional drivers in a bid to prevent complaints arising from enforcement of traffic regulations.

Another project he has in mind is organising sessions for experienced Station Sergeants and Sergeants to share their own experiences of preventing complaints with their colleagues.

For SSP Siu, ongoing education is essential for reducing complaints against police