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by organising integrated complaints reduction activities and publication of complaints prevention periodicals.
Information technology is fully utilised to reinforce the effort. The CAPO Complaints Index & Statistics System (CISS) has helped in early identification of complaint trends and early intervention to be implemented before a problem proliferates. Public support and understanding also play a vital role in reducing complaints.
During the year, the IPCC endorsed the investigation results of 3 299 complaint cases, which involved 5 837 allegations. The rate of substantiation of complaint allegations that were fully investigated was 13.1 per cent; 44.1 per cent of the allegations were classified as 'withdrawn', 'not pursuable' and 'curtailed'. Complaints of a minor or trivial nature were dealt with by informal resolution, which was adopted in handling 20.9 per cent of the complaints. A total of nine police officers were subject to disciplinary action arising from complaints made by members of the community.
Civilian Staff
A civilian establishment of more than 5 200 in 56 different grades is deployed throughout the Police Force, representing about 16 per cent of its total manpower. Civilian staff members play a vital role by performing a wide variety of functional duties to support police operations.
Training Wing
The year 2004 was particularly fruitful for the Training Wing as it broke fresh ground in many of its pursuits and opened up new horizons.
With the hard work and commitment of colleagues in the wing, prizes were won both at home and abroad, in green management and e-learning. The professionalism and dedication of instructional personnel were also rewarded: for the first time, a training formation in the Force received ISO 9001 certification.
During the year, the wing was actively involved in preparing for the opening of the Hong Kong Police College in March 2005. The College aspires to be one of the centres of excellence in police training in the world.
E-learning and Information Technology Training
Nine e-Learning interactive multimedia courses and more than 22 e-Seminars were developed in the year. A Competency Assessment Grading System was also developed to assess the competency and skills attained by trainees.
ISO Certification
In February, the JPO Development Learning Division was presented with the ISO 9001: 2000 Quality Management System certificate. It was the first training formation to receive the quality certification.