Report Summary
The Authority's Complaints Policy is in place to ensure that all relevant complaints are considered and addressed in an objective, proportionate, balanced, consistent, reasonable and timely manner. This approach is underpinned by the principles of necessity, fairness, procedural openness and transparency, while respecting individual confidentiality.
Principles
The overarching principles of this policy are:
- Objectivity
- Proportionality
- Balance
- Consistency
- Reasonableness
- Fairness
- Necessity
- Procedural Openness and Transparency
- Individual Confidentiality
- Timely
These principles are consistent with the Conduct Regulations[1] which relate to senior police officers in Scotland and support existing Statutory Guidance[2] which provides six essential characteristics of the police complaints process:
- Visible and accessible; a process that is open, transparent and available to everyone
- Independent; a system that incorporates an appropriate degree of independence
- Objective, impartial and fair; complaints must be dealt with objectively, impartially and fairly, with outcomes firmly based on evidence
- Quick and simple; a process that is efficient and can deliver effective results as quickly as possible
- User-focussed and accountable; a process which takes into account the needs of the individual and is open to scrutiny
- Values complaints and continuous improvement; complaints provide an opportunity to measure performance, improve service delivery and share lessons learned.
[1] The Police Service of Scotland (Senior Officers) (Conduct) Regulations 2013 and The Police (Conduct) (Senior Officers) (Scotland) Regulations 1999 (as amended by the 2013 Regulations)
[2] PIRC Statutory Guidance, October 2022
