1. “Complaints Symposium” Wider Complaints Management
APACE & PATS Seminar
6th October 2011
Jenni Douglas-Todd

2. Why should the P&CC monitor the constabulary’s complaint/conduct processes?
Duty to secure the maintenance of the police force and that the police force is efficient and effective (PRSR Act 1(6))
Must hold chief constable to account in the exercise of the functions of the chief constable and the functions of persons under the chief constable’s direction and control (PRSR Act 1(7))

3. Expectations of the P&CC
A full post-bag – as the visible accountable governance mechanism
Transparency agenda – keeping the public informed

4. Expectations of the P&CC
Reputation matters - Confidence and satisfaction up
Keeping costs down

5. Scrutiny activity Scrutiny of force’s policies and procedures
Compliance with statutory requirements
Dip sampling
Statistical analysis for trends
Risk management – significant incidents
Equality and diversity – including young people, custody and mental health service users

6. PCC effective in discharging duties
Training on complaint and conduct matters for P&CC and Staff
Policy and procedure in place for handling complaints against the Chief Constable

7. Transition
Passing over of any ongoing chief constable complaints to P&CC
Passing to chief constable any ongoing complaints of other senior officers now under his/her direction and control i.e ACC/DCC

8. Complaints against the PCC (non-criminal behaviour)
Informal resolution at the discretion of panel – eg by sub committee, single member or even external to the panel. All can be considered by panel as a whole
Panel can request information and publish a report/ recommendations and may invite others to provide information
PCC has 28 days to resolve. If complainant not satisfied must inform panel. If Panel believes actions satisfactory no further action. Otherwise opportunity for both PCC and complainant to comment – must be recorded
SoS to issue light touch guidance.

9. Considerations
What is the role of the monitoring officer in this process?
Should the panel agree a protocol with PCC on how it will be dealt with
If information is published – will this prejudice subsequent criminal or civil proceedings
No power between elections for removal of the PCC

10. Legislation and guidance
Police Reform and Social Responsibility Act 2011
Police Reform Act 2002
Raft of secondary legislation currently being drafted
Information produced by HMIC, IPCC
Recent police integrity review