NTN opens Suite for 'Informal Resolution'
The Complaints Against Police Office (CAPO) has been administering the "Informal Resolution" (IR) system since January 1992, successfully handling many complaints of minor natures against Force members. After opening of the "Fragrant Olive Suite" by CAPO last year to facilitate the IR procedures, New Territories North (NTN) Region has set up its own IR suite called "Bamboo Suite" in Yuen Long District for handling minor complaints through discussions with complainants in a non-police environment.
The "Bamboo Suite", located on 2/F, Healthy Lifestyle Centre, Yuen Long Police Station, was declared open on June 27 by NTN Regional Commander Austin Kerrigan and Assistant Commissioner (Service Quality) Wong Fook-chuen. Situated at the centre of the Region, the suite is accessible from anywhere within the Region. It provides a nice and comfortable meeting place for the Conciliating Officer and the complainant.
Speaking of the background and naming of the suite, Yuen Long Acting District Commander Tsang Cheung-tat, who is also the Chairman of the NTN Regional Complaint Prevention Committee (NTN CPC), explained: "Bamboo symbolises honesty, integrity and a balance of elegance and strength. These are the essential elements for dealing with members of the public. We're willing to listen and improve."
Among the guests at the opening ceremony were representatives from Complaints & Internal Investigations Branch and districts in NTN as well as NTN CPC members. Mr Kerrigan presented letters of appointment to the NTN CPC members who have been selected to assist in formulating plans and initiatives to reduce preventable complaints.
Mr Tsang encouraged and welcomed other districts to use the "Bamboo Suite" if they have a need. He reported that in the first quarter of this year NTN recorded a 24 percent decrease in complaints against police, compared with the same period last year.
"It is hoped that the new 'Bamboo Suite' would further enhance the satisfaction of members of the public and improve service quality as a whole," he noted.
Assistant Commissioner (Service Quality) Wong Fook-chuen with NTN Regional Commander Austin Kerrigan and Yuen Long Acting District Commander Tsang Cheung-tat after opening of the "Bamboo Suite"
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