CPC Series
Recording complaints offers a chance to resolve them

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"Sergeant, how do you handle a complaint against a police officer?" I think most sergeants, without the slightest hesitation would say: "I will jot down details in relation to the complaint and the persons concerned and then report to the Duty Officer, who will open a file and pass it to the Complaint Against Police Office for enquiries."

That would be right, of course; those are the procedures listed in our internal directives. But, if that is all that needs to be done, why does it have to be an officer of sergeant rank or above who visits the scene to do it? Is there something else we could do or should do?

Complaints against the police most usually arise as a result of an officer simply carrying out his duties according to the law, and a citizen objecting to its application to him or his activities at that time and place. If each side simply insists on being in the right an argument will ensue and likely lead to a complaint being made.

I want to see the manager!

If a member of the public has a dispute with a sales assistant or someone providing a service, they expect to be able to turn to a supervisor or manager for a solution. In the same way, in a dispute with an officer, members of the public will want to turn to officer of higher rank believing that he is able to give 'better' advice. So it is perfectly reasonable to require an officer of sergeant rank or above to handle such situations.

The sergeant can be more than a mere recorder! He has the opportunity to diffuse the situation in a number of ways. Acting on behalf of the Police Force, he can play the role of an advisor, providing members of the general public with information on the law and on police procedures. He can also act as a problem solving 'mediator' and persuade the complainant that his anger at the police is unjustified. If he is successful then he will reduce the number of complaints against the police, relieve the subject of the complaint of a great deal of stress, appease a member of the public we are here to serve and achieve a savings in resources.

Can we all be successful mediators? Will all citizens be willing to accept our mediation? The answer is that we can never be sure - but look at the positive gains all round from each and every success.

Take a chance. You can do much more than just record the facts.