Special suite opens to facilitate 'Informal Resolution'
The "Informal Resolution" (IR) System, administered by Complaints Against Police Office (CAPO), has been successful in handling complaints of minor natures against Force members, since it was introduced in January 1992.
It is a system of conciliation for handling minor complaints through discussions with the complainants. The system gives the complainants an opportunity to air their views to a Conciliating Officer (who is a Superintendent or Chief Inspector) and ensures a prompt exchange of opinions. Where necessary, Government or Force policies will be explained so that the complaint can be resolved quickly and impartially without a lengthy enquiry. This will improve not only the Force's public relations and image, but also staff relations and early identification of service improvement.
To ensure the IR procedure will be conducted more smoothly, the first specially designed suite called "Fragrant Olive", located on the 1/F, Annex Block of Canine House, was declared open by the Chairman of the Force Committee on Complaints Prevention (FCCP), Assistant Commissioner (Service Quality) Wong Fook-chuen, on October 27.
Speaking of the background and naming of the suite, Complaints and Internal Investigations Branch Chief Superintendent Duncan McCosh explained: "'Fragrant Olive' symbolises humbleness, modesty and harmony. These are essential elements embedded in our professionalism in dealing with members of the public. We would like to show we're willing to listen and improve."
Among the guests at the opening ceremony were FCCP members and chairmen of Regional Complaint Prevention Committees. After touring "Fragrant Olive", one of the FCCP members, Kwai Tsing Deputy District Commander Cheung Wing-fai, observed: "I notice there are two real fragrant olive trees on the balcony of the suite, as well as a nice picture of the flower. A lot of efforts and thought have been put in for construction of the suite. I am sure the public will feel more comfortable in the suite than an office."
Mr Wong commented: "With a correct colour scheme and non-police decoration and furniture, the suite does provide a nice, comfortable and calm environment for the Conciliating Officer and the complainant to communicate. As IR procedure is used to handle minor complaints only, I am sure the new 'Fragrant Olive' would impress the complainants that the Force is very sincere in handling their complaints. Ultimately, customer satisfaction will be enhanced."
"'Fragrant Olive' will also lead to a much higher success rate in IR procedure. We are planning to put in place at least one of such facilitity in Kowloon Region and New Territories Region in the near future as well," Mr Wong added.
Assistant
Commissioner
(Service
Quality)
Wong
Fook-chuen
with
FCCP members after
the opening of the "Fragrant Olive" Suite