'Too often we fail to respond'

HOPEFULLY most people will have few reasons to come into contact with the police.

But when something does go wrong and you need to deal with the boys and girls in blue, what kind of service do the you get?

Figures from the Independent Police Complaints Commission (IPPC) suggest that a lot of people aren't happy with the way they are treated — around half of all complaints are allegations of neglect of duty or incivility.

Neglect includes allegations such as failure to record or investigate matters, or failure to keep interested parties informed about investigations.

Incivility includes allegations of offensive or rude language or behaviour, and of intolerance.

Around one-in-five of all complaints are of incivility — the figure was 18 per cent in the South Wales force, and 20 per cent in Dyfed-Powys.

One of Wales' most senior officers, Ian Johnston, the Chief Constable of Gwent and president of the Police Superintendents Association, has warned about standards of behaviour and appearance of the police.

Speaking at the association's annual conference, he said citizens were left disappointed "on too many occasions" by their encounters with the police.

He said officers did "get it right" more often than not, and that officers act with tact, diplomacy and courage in often difficult, dangerous and demanding circumstances.

However, he went on: "It is on day-to-day low level encounters that we are judged.

"There are still too many occasions when we disappoint.

"We should all celebrate our successes, but we should publicly acknowledge that on too many occasions the public still cannot contact us or visit police stations.

"Too often we fail to respond and explain why.

"Too often we fail to keep victims and callers informed about progress in their crime or incident.

"Too often our staff are seen to be untidy and don't wear their uniforms with pride.

"Too often we fail to use common sense or a sense of proportion and discretion."

That is a fairly damning list of failings.

Though not defending rudeness, Police Federation vice-chairman Simon Reed pointed out that society generally had become less civilised.

"Anyone who goes to a town centre of an evening now will see behaviour they wouldn't have witnessed 20 years ago."

Few people would argue with that. Many aspects of civil society have become coarser and less polite.

But the police are public servants, and in publishing the complaint figures the chairman of the IPCC, Nick Hardwick, made it clear there was no excuse for incivility from officers.

He said: "It is unacceptable that nearly half of all complaints involve neglect or rudeness.

"There is absolutely no excuse for being rude to the public.

"I welcome the concern the Police Superintendents' Association have expressed about the issue, but what is needed is action, not words."

Both South Wales and Dyfed-Powys forces said they took the issue of complaints seriously, expected the highest standards from their officers, and were committed to investigating any allegations.

A spokeswoman for South Wales Police said: "In comparison to other forces in England and Wales, the number of complaints per 1,000 officers remains well below the national average. However, we are not complacent about this position.

"We expect the highest standards of professional conduct from all officers and staff.

"The public can be assured that if, and when, those standards are not met positively and complaints are received, they are recorded, assessed and any action needed is taken.

"Almost half of the complaints South Wales Police receives are resolved locally in accordance with the wishes of those involved, without the need for a formal investigation."

A spokeswoman for Dyfed-Powys Police said the force expected to be held to account by the public.

She said: "The complaints recorded by the force can range in level of seriousness between an allegation of an officer chewing gum while on patrol, to a serious assault committed upon a member of the public.

"It is fair to say that most police officers and staff do their best to provide the highest quality of service in what sometimes can be very difficult and challenging circumstances.

"Inevitably there will be occa- sions where we do not always get it right.

"During the year, the force dealt with in the region of 200,000 calls for assistance, with the number of complaint allegations recorded during this period totalling 507.

"We welcome comments and complaints from members of the public, and as a public service we expect to be held to account.

"We endeavour to learn lessons from cases whether this be on an individual or organisational basis.

"We want people to feel that Dyfed-Powys Police has treated them courteously and professionally, the same way they would treat their own family or friends."

Police undoubtedly face a difficult job, with limited resources and ever increasing demands on them — whether from the public or from the Government.

But the figures suggest that the people on the receiving end of the service expect better than they are getting.