ENG-1998 — Page 365

PUBLIC ORDER

formulated a strategy to integrate its external and internal opinion surveys to annually provide management with both external and internal customer feedback on areas of concern relating to law and order and perception of force performance.

Complaints Against Police

The Complaints Against Police Office (CAPO) investigates all complaints from the public concerning the conduct and behaviour of force members. These investigations are monitored and reviewed by the Independent Police Complaints Council (IPCC), an independent civilian body comprising non-official members appointed by the Chief Executive and assisted by a full-time secretariat, to ensure that all complaints are investigated thoroughly and impartially.

In 1998, 2 908 complaints were received. This represented a decrease of 29 cases, or one per cent compared with 1997. Over 98 per cent of the complaints came from people either involved with, or subject to, constabulary action. Complaints of neglect of duty and conduct or manner made up the majority of cases, or 78 per cent of total complaints. Investigations into 2 586 cases were completed and endorsed by the IPCC. In all, 1120 cases were classified as 'withdrawn' or 'not pursuable', representing 43.3 per cent of the total; and 798 cases or 30.9 per cent were dealt with through an Informal Resolution Scheme. The substantiation rate for complaints fully investigated was 16 per cent. A total of 38 police officers were disciplined with offences resulting from complaints from members of the public and 18 as a result of internal supervision action.

The CAPO is also responsible for advising force members on how complaints may be prevented. Throughout the year, lectures and seminars on complaint prevention were organised for JPOs. In close consultation with the IPCC, the CAPO introduced a range of measures to further enhance the transparency and credibility of the existing complaints system. The CAPO Performance Pledge, published in August, sets out the standard of service the public can expect from the CAPO after making a complaint against police.

Civilian Staff

A civilian establishment of more than 6 100 in 57 different grades is deployed throughout the force, representing about 18 per cent of its total manpower. They play a vital role by performing a wide variety of functional duties to support police operations. Although not directly involved in frontline crime prevention and detection, their dedication and commitment contribute to the force's strive for excellence.

Training

To help officers at all levels carry out a broad range of police functions efficiently, effectively and economically, police training mainly focuses on developing the officers' knowledge, skills and confidence. Considerable emphasis is also placed on developing a more customer-oriented training philosophy and on cultivating a strong learning ethos so as to motivate officers to fully develop and enhance their professional abilities.

Most police training is designed and provided by the force using its own resources, supplemented by overseas training when appropriate. Newly recruited constables and

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