Further Detail on the Report Topic

SPA Complaints Performance

Appendix A provides an overview of the complaint handling responsibilities of the SPA with explanatory text on
reporting terminology.

The SPA Complaints Quarterly Performance Report, including key statistics reflecting the position at the end of
Q1 2023/24, is attached as Appendix B to this report and provides comparison to the previous 7 quarters.

Workload Management

Detail on ongoing workload is presented as a separate agenda item at the private session of this meeting.

Suitability of Police Scotland Complaints Handling

A high-level summary and statement on the suitability of Police Scotland’s complaints handling is included
in the SPA Annual Report and Accounts for 2022/23. A more detailed, Committee-specific report aiming to
supplement this approach is presented as a separate agenda item at the private session of this meeting.

Stakeholder Meetings

The National Complaint Handling Development Group (NCHDG) met on 8 June 2023, and agreed a refreshed focus
on delivering better complaints handling via a peer group advisory forum format, with an opportunity to focus
on areas of organisational learning and picking up on key matters being raised by the PIRC or the SPA Complaints &
Conduct Committee; a vehicle to address issues, such as training, which arise due to officer rotation into and out
of Police Scotland Professional Standards Department; and a means of prioritising and co-ordinating partner
audit/dip-sampling plans. A further meeting will take place after the Committee meeting.

The Strategic Oversight Group (SOG) has not met since the last CCC meeting.

Engagement with Other Organisations

The team continue to progress activity to identify and conduct benchmarking exercises in relation to complaints
handling and oversight/assurance reporting. Specifically, work includes analysis of the Baroness Casey Review,
His Majesty’s Inspectorate of Constabulary and Fire & Rescue Services (HMICFRS) Inspection of vetting, misconduct
and misogyny in policing, the Independent Office for Police Conduct (IOPC) Police Complaints Statistics for
England and Wales and the Police Ombudsman for Northern Ireland (PONI) Annual Statistical Bulletin.

Organisational Learning/Improvement Activity

The SPA is committed to promoting a culture of organisational learning and improvement activity.
Opportunities are identified through a variety of sources including the handling of complaints within the remit
of the SPA and PIRC Complaint Handling Reviews (CHRs) if applicable. No specific organisational learning
opportunities have been identified during this reporting period.