ENG-2013 — Page 320

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Public Order

In recognition of its achievements in manpower training and development and in promoting a knowledge-driven culture, in 2013 the police were awarded the status of Manpower Developer by the Employees Retraining Board, the Hong Kong Most Admired Knowledge Enterprise (MAKE) Award by the Knowledge Management and Innovation Research Centre of the Hong Kong Polytechnic University, and the Asian MAKE Award and the Global MAKE Award (Independent Operating Unit) by Teleos.

Service Quality

The Service Quality Wing continued to promote integrity, professionalism, continuous improvement and innovation in police services. In 2013, it oversaw the publication of the biennial environmental scan to identify challenges in the police operating environment and assisted the senior management in formulating the Strategic Directions and Strategic Action Plan 2014-16 (scheduled to be published in February 2014) to meet these challenges.

Complaints and Internal Investigations

The Complaints and Internal Investigations Branch comprises the Complaints Against Police Office (CAPO) and the Internal Investigations Office (IIO). Under the statutory two-tier police complaints handling system, the CAPO handles all complaints lodged by the public against the police and supports the independent Police Complaints Council in performing its statutory functions. The CAPO received 2,430 reportable complaints in 2013, 19 per cent less than the five-year average of 3,013.

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In April, the CAPO successfully acquired ISO 10002 'Quality Management Customer Satisfaction' Certification. It is an international standard for handling complaints in an organisation and reflects the commitment by the CAPO to ensuring a professional and transparent approach when handling complaints by the public.

To maintain public confidence, the IIO continued to embed ethics and integrity in the police through education and culture building, governance and control, enforcement and deterrent, and rehabilitation and support.

Independent Police Complaints Council

The Independent Police Complaints Council (IPCC) is an independent statutory body established, among other things, to:

observe, monitor and review the Police Force's handling and investigation of reportable complaints;

monitor actions taken or to be taken in respect of any member of the Police Force by the Commissioner of Police in connection with reportable complaints;

identify any fault or deficiency in police practice or procedure that has led to or might lead to reportable complaints and make recommendations accordingly;

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