New protocol on trial for handling minor
complaints
Complaints Against Police Office (CAPO) reviews on a regular basis the existing complaints mechanism in collaboration with all stakeholders to identify areas where efficiency and effectiveness of complaints handling can be enhanced.
Given the majority of complaints were of a minor nature, which amounted to 80 per cent of the total number of complaints in the past few years, CAPO and the Independent Police Complaints Council (IPCC) formed a Joint Working Group in May 2010 to review the handling protocols and resources allocated for minor complaints. After rounds of discussion and thorough deliberation, the Joint Working Group agreed to the introduction of a new protocol for handling minor complaints - "Expression of Dissatisfaction" - as an alternative to the formal complaint process. The new mechanism makes better use of resources and allows CAPO and IPCC to put more focus on the handling of more serious complaint cases. A six-month pilot scheme for the new mechanism started on April 1, 2012.
Through the new protocol, members of the public can opt to have their grievance or dissatisfaction with police service settled more quickly instead of going through a formal complaint process. Upon reaching a mutually agreeable resolution to the grievance with the informant, CAPO will refer the "Expression of Dissatisfaction" to the Formation Commander of the officer concerned for consideration of taking any action he or she may deem necessary from a service improvement perspective. CAPO will submit a monthly return of complaint cases resolved by "Expression of Dissatisfaction" to IPCC for information.
Speaking of the new protocol, Complaints and Internal Investigations Branch Chief Superintendent Duncan McCosh said: "The protocol will offer an effective way for people to air grievances. There are a lot of people who don't want a formal investigation but just want to have their say." He emphasised that the new mechanism is not intended to deter people from lodging a complaint and complainants can still lodge formal complaints anytime after expressing dissatisfaction.
CAPO Senior Superintendent Siu Kit-hung added: "It is not uncommon that after lodging complaints, some complainants are reluctant to assist further in enquiries. They only wish to express their grievances to CAPO for taking follow-up action and do not want to spend extra time to pursue a formal complaint."
After the pilot scheme concludes on September 30, CAPO will review the effectiveness of the new mechanism. Details of the pilot scheme have been promulgated via Force Noticeboard. CAPO will give a briefing on the pilot scheme at the Staff Associations Monthly Meeting on April 24 and the Training and Staff Relation Officers' Meeting on April 26.
CSP
McCosh and SSP Siu are confident that "Expression of Dissatisfaction"
is an effective means to resolve minor complaints.