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Public Order
Service Quality
The Service Quality Wing promotes excellence and continuous improvement in strategic planning, quality management and innovation in police services delivery. In mid-2017, it began preliminary work for the formulation of the police's Strategic Directions and Strategic Action Plan 2019-21 to prepare for future policing challenges.
Complaints and Internal Investigations
Under the statutory two-tier police complaint handling system, the Complaints Against Police Office handles all complaints lodged by the public against the police and supports the Independent Police Complaints Council (IPCC) in performing statutory functions. The office received 1,508 reportable complaints in 2017, 18.3 per cent less than the five-year average of 1,846.
The police's Internal Investigations Office embeds ethics and integrity in the police through education and culture building, governance and control, enforcement and deterrence, and reintegration and support.
Independent Police Complaints Council
The IPCC is an independent statutory body with these key functions:
• To observe, monitor and review the police's handling and investigation of reportable complaints;
• To monitor actions taken or to be taken against any member of the police force by the Commissioner of Police in connection with reportable complaints;
• To identify any fault or deficiency in police practice or procedure that has led to or might lead to reportable complaints, and to make recommendations accordingly;
• To advise the Commissioner of Police and/or the Chief Executive of its opinion and/or recommendation in connection with reportable complaints; and
• To promote public awareness of the role of the council.
Its 28 members, all appointed by the Chief Executive, are drawn from a wide spectrum of society with diverse expertise. The council also has 110 observers, all appointed by the Secretary for Security. The council members and observers may attend interviews and observe the police's collection of evidence about reportable complaints to ensure investigations are conducted fairly and impartially.
In 2017, the IPCC scrutinised and endorsed the findings in 1,691 investigation reports on reportable complaints received during the year or carried forward from previous years, involving 3,060 allegations. Of these, 150 allegations were found to be substantiated or partially substantiated and the police have taken appropriate action against the officers involved.
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