This performance pledge outlines the service standards as established by the Complaints Against Police Office (CAPO) of the Hong Kong Police Force (HKPF). It also specifies the channels through which the public may enquire about or provide feedback on the service received.
Service Delivered
CAPO believes that every citizen is entitled to fair and impartial service from the Police.
CAPO is accountable to the Commissioner of Police for ensuring that all complaints of misconduct or allegations of crime made against police officers or civilian members of the HKPF are thoroughly and impartially investigated.
Channels for Complaints
You may file a complaint against the Police via any of the following channels:
Visit the report room at any police station;
Make an appointment through the complaint hotline at 2866 7700 to lodge a complaint with CAPO in person;
Call the complaint hotline at 2866 7700 or send your complaint by fax to 2200 4460 or 2200 4461;
Send your complaint by post to the Complaints Against Police Office, Police Headquarters, 1 Arsenal Street, Wan Chai; or
Use the “Complaint Against Police e-Report form” available on the HKPF website or the “e-Report Centre” of the Hong Kong Police Mobile App.
Download "Hong Kong Police Mobile App"
Independent Police Complaints Council (IPCC)
All complaints are monitored by the IPCC, a statutory independent body appointed by the Chief Executive and assisted by a full-time secretariat to ensure that complaints are thoroughly and impartially investigated.
Performance Standards
If you file a complaint against the Police:
CAPO will send an acknowledgement letter to your address provided within one working day of receiving the complaint;
CAPO will attempt to establish direct contact with you within two working days upon receiving your complaint and inform you of the investigation procedures;
In the event that a full investigation cannot be completed within two months, CAPO will send you a letter informing you that the investigation is ongoing and providing the reasons. Thereafter, progress letters will be sent every two months until the investigation is complete;
If your complaint case is treated as Sub-Judice Complaint (subject to judicial proceedings), CAPO will notify you by letter within three working days that the investigation is suspended until the conclusion of the judicial proceedings;
CAPO aims to complete all complaint investigations within four months, except for sub judice cases;
A completion letter will be sent to you within three working days before the case file is forwarded to the IPCC; and
For complaints which require a full investigation, CAPO will notify you of the final investigation result within 10 working days upon receiving the IPCC’s endorsement.
Right of Review
If you are dissatisfied with the outcome of the investigation, you may request for a review within 30 days from the date of CAPO’s reply letter. Upon completion of the review, CAPO will inform the IPCC of the results, and the IPCC will inform you of the review’s endorsed outcome.
Where to Go for Further Information
For further information, please call the 24-hour recorded complaint hotline, with recording function, at 2866 7700.
