ENG-2003 — Page 388

PUBLIC ORDER

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Customer Service Excellence Award Scheme (2002-03) organised by the Civil Service Bureau and won the Silver Award of the Best Public Image and the Gold Award of the Most Impressive Booth Presentation. Both awards involved substantial public voting.

Continuous improvement is one of the key values and the Police Force organised a number of activities during the year to advance further the standard of service quality. Two force-wide competitions, the Force Service Quality Award and the Force Slogan Competition, were introduced to pay due recognition to high achievers in the area of service quality and consolidate efforts by all members of the force in preparing to confront the challenges ahead. The competitions also served to enhance the 'serving the community' spirit within the force.

The Research and Inspections Branch assists management at all levels in the Police Force to identify and realise practical opportunities for improved quality and performance, including better resource management. A new inspection process has been devised to enhance the efficiency, economy and effectiveness of the force as a whole.

Complaints Against Police

The Complaints and Internal Investigations Branch investigates public complaints against members of the Police Force, including traffic wardens, civilian staff and members of the Hong Kong Auxiliary Police Force. Such investigations are monitored by the Independent Police Complaints Council (IPCC), an independent body comprising leading members of the community appointed by the Chief Executive of the HKSAR.

In 2003, the Complaints Against Police Office (CAPO) received 3 384 complaints, a decrease of 438 cases, or 11.5 per cent, when compared with 2002. The most prevalent complaints received in 2003 in descending order were 'Neglect of Duty', 'Offensive Language & Misconduct/Improper Manner' and 'Assault' which decreased by 10.8 per cent or 171 cases, 13.5 per cent or 146 cases and 1 per cent or six cases, respectively, compared with 2002.

During the year, the IPCC endorsed the investigation results of 3 569 complaints cases, which involved 6 262 allegations. The rate of substantiation of complaint allegations that were fully investigated was 14.5 per cent; 43.9 per cent of the allegations were classified as 'withdrawn', 'not pursuable' and 'curtailed'. Complaints of a minor or trivial nature were dealt with by way of Informal Resolution, which was adopted in handling 24.6 per cent of the complaints. A total of 32 police officers were subject to disciplinary action arising from complaints made by members of the community.

Civilian Staff

A civilian establishment of more than 5 400 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

All newly recruited police officers undergo basic training at the Police Training School (PTS). The training periods for constable and inspector recruits are 27 weeks and 36