Dealing with complaints against the police: the resolution process adopted by the Queensland Police Service, Australia

In 1993 Queensland Police Service, Australia changed the way they dealt with complaints against police officers. The type of system they chose recognized that the majority of complaints against police were of a minor nature, and most complainants generally sought an explanation, an apology, or an assurance that a senior officer would talk to the subject officer. After two years of operation the system is proving successful. Moreover, the system is providing mutually acceptable complaint outcomes and a process that is mostly satisfactory to all parties involved. In the following pages the disciplinary system is outlined and the extent of citizen and officer perceptions of satisfaction are discussed.