IPCC Observers praise Informal Resolution
The Informal Resolution (IR) is a system of conciliation for handling minor complaints through discussions with the complainants and the officers. It has been successful in handling complaints of minor nature against Force members since it was introduced in January 1992.
According to Complaints Against Police Office Hong Kong Island (CAPO HKI) Chief Inspector (CIP) Chan Tat-ming, a record of 202 cases of complaint against Police were resolved by way of IR between May last year and January this year, when CAPO HKI launched a pilot scheme to centralise handling of minor complaints.
CIP Chan believed IR had created an effective platform to clear misunderstanding between the complainant and the officer being complained of. "For example, we, as Conciliating Officers, can understand the needs of the clients in the rapid changing society as well as the difficulties frontline officers encountered while discharging their duty. Through IR, the different views of complainant and officer on an incident could be duly addressed and bridged. More importantly, the IR System provides a direct channel of communication between the Force and members of the public, which enables the Force to collect valuable feedback from the general public for continuous improvement to service quality," said CIP Chan.
In June last year, CAPO HKI Team 6 CIP Chan Hon-ming had a face-to-face interview with a complainant under the IR System. At the meeting, CIP Chan established good communication with the complainant and earned the latter's confidence in the Force. The complainant later sent a letter to CAPO, praising officers for their professionalism in handling the complaint.
"Through direct communication with the complainant, we are able to achieve the best result within the shortest time. This would reinforce the public's confidence in the Force, and put the Force in good light," CIP Chan noted.
Meanwhile, two Observers of the Independent Police Complaints Council (IPCC), Dr Koo Ming-yan and Mr Leung Chi-pui, are full of praise of the IR System. Said Mr Koo: "The IR System not only saves resources, but also avoids rendering the complaint unsolved because of a protracted enquiry. The Police should make more use of the system and step up publicity so that members of the public would know more about, and have more confidence, in the system."
Mr Leung pointed out that under the IR System, the Police would not investigate complaints of minor nature. But after the inconsistency between the complainant and the officer concerned have been ironed out, a Chief Inspector will give the officer instructions on how to do better and avoid misunderstanding with the complainant. "With the instructions, the officer would try to improve if he has erred. If he has not, he would be told to do better. This kind of approach would be more acceptable to the officer," Mr Leung noted.
The two Observers pointed out that the majority of complainants were satisfied with the ways their complaints were handled under the IR System, and considered the instructions given by senior officers worked well. The presence of an Observer at interviews with a complainant and an officer would put minds at ease. "The most important elements of the IR System are impartiality, fairness and openness. The presence of an Observer would enhance public confidence in the system," said Dr Koo.
In the views of the two Observers, the IR System should be "centralised" by CAPO because CAPO officers are more familiar with the procedures concerned. Dr Koo stressed that as the system requires good skills, patience in listening to the parties concerned and familiarity with procedures, training and experience are very important. Mr Leung hoped publicity within the Force would be strengthened so that officers would realise the benefits of the system.
Dr
Koo
(second
right) and Mr Leung (right) have had a useful discussion on
the IR System with CIP Chan Tat-ming (second left) and CIP Chan Hon-ming