Complaints system

Police complaints almost always draw consternation from the officers who receive them. The call for statements can not only frustrate officers, but also leave them despondent.

The same level of frustration exists for those of us who, by virtue of the receipt of one of the ominous blue and yellow folders, must conduct an investigation. And, regardless of shifts and other pressing commitments, all complaints have to be dealt with expeditiously.

Even when these matters are clearly trivial, they never come with a minimum of fuss.

To collect the written, electronic, digital and video recordings that relate to the respective complaints consumes much valuable time. Even if a complaint is minor, a relentless search for associated records still proceeds.

Consider a case in which someone is aggrieved because he or she did not understand a common, legitimate police practice. An informal resolution would usually be the means by which this type of complaint would be handled. But an investigator would still likely have to call for records and printouts of the various forms of communication police used up to the conclusion of the incident. To this process, a number of employees – from various areas within SAPOL – have to devote considerable time and effort.

A complainant decides, in the first instance, whether an issue has been adequately resolved – irrespective of the police officer’s account. So who among the fair-minded would not ask: “Where, in this process, does natural justice exist for police officers?”

So, after hours of input, the investigator finally advises the PCA of the outcome: “Matter not resolved. No further investigation recommended.”

In its wake, the process often leaves a group of irritated police officers, who wonder how such a complaint got so far, and whether, for making false or exaggerated claims, action is likely against the complainant.

In the other corner is the cantankerous complainant, who continues to demand a full and formal investigation into nothing in particular.

So, what to do? We could never have a system that discouraged people from making complaints. But a complaints process should provide appropriate means by which to respond to querulous complainants, and outlaw needless investigation.