COMPLAINTS MANAGEMENT


COMPLAINTS MANAGEMENT DEPARTMENT

The Authority is mandated under both the Constitution and the IPOA Act to ensure independent oversight of the handling of complaints. Section 24(1) of the IPOA Act provides that a person wishing to lodge a complaint against the police may do so orally or in writing or in such an appropriate format as may be prescribed in the regulations.  The Authority carries out this mandate through the receipt, processing and investigation of complaints lodged by the public and police officers. This mandate is operationalized by the Complaints Management Unit.

The primary objective of complaints management is to examine all cases fairly and assess the civil and criminal liability of the officers involved and establish if there is any evidence on police misconduct thereby contributing to the prevention of an atmosphere of impunity within Police.

OBJECTIVES OF COMPLAINTS MANAGEMENT DEPARTMENT

Effective and efficient management of complaints and authorities clientele through:

1.Receipt and registration of complaints.
2.Screening and processing of all complaints.
3.Advising clients on appropriate ways to resolve their complaints.
4.Coordinating and supporting the case intake committee to determine admissibility.
5.Conducting preliminary inquiries on complaints received.
6.Monitoring complaints referred to the IAU.
7.Implementing systems and processes for efficient processing and management of complaints received.
8.Management of complaints database.
9.Responding to inquiries by complainants and providing appropriate feedback.
10.Undertake sensitization forums to raise awareness on IPOA’s mandate.