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Annual report 2018-19 - Reporting required under any other act or regulation

Act or Regulation

Requirement

Controlled Substances Act 1984

Section 52C(1)

The Commissioner of Police must, on or before 30 September in each year (other than the calendar year in which this section becomes into operation), provide a report to the Attorney-General specifying the following information in relation to the financial year ending on the preceding 30 June:

a) the number of authorisations granted by senior officers under sections 52A and 52B during that financial year;

b) the public places or areas in relation to which those authorisations were granted;

c) the periods during which the authorisations applied;

d) the number of occasions on which a drug detection dog or electronic drug detection system indicated detection of the presence of a controlled drug, controlled precursor or controlled plant in the course of the exercise of powers under sections 52A and 52B.

      For the period 1 July 2018 to 30 June 2019:

      Section 52A(3)

      A senior police officer may authorise the exercise of powers under this section in relation to a public place. There were 28 authorisations granted by senior police officers pursuant to section 52A.

      LOCATIONS

      Port Augusta Cup, Port Augusta

      Port Augusta Prison, Port Augusta

      Port Augusta Barracks, Port Augusta

      Colonnades Shopping Centre, Noarlunga Centre

      Hindley Street, Adelaide and surrounds

      Victor Harbor CBD, Victor Harbor

      Hutt Street, Adelaide

      North Terrace, Adelaide and surrounds

      Rundle Street, Adelaide

      Operation Schoolies, Victor Harbor, Middleton, Port Elliott and Goolwa

      Arndale Shopping Centre, Kilkenny

      Mobilong Prison, Mobilong

      Marion Road, Brooklyn Park

      Bonython Park, (Listen Festival)

      Regency Plaza and Sefton Plaza, Sefton Park

      Sounds by the River, Mannum

      Morphettville Racecourse

      Laneways Music Festival, Wills Street, Port Adelaide

      Keswick Railway Terminal, Keswick

      East City Precinct, Rundle Street, Adelaide

      Groovin’ the Moo, Wayville Showgrounds, Wayville

      Noarlunga Centre CBD, Noarlunga Centre

      Drug Transit Route Deployments - Section 52B(1)

      There were 16 authorisations granted by senior police officer for identified drug transit routes pursuant to section 52B(1).

      This authorisation enabled drug detection powers to be exercised in a defined area for specified periods that do not exceed 14 days. Nil authorisations exceeded the 14 day limit.

      LOCATIONS

      Augusta Highway, Merriton

      Eyre Highway, Ceduna

      Barrier Highway, Yunta

      Sturt Highway, Yamba

      Randell Road, Palmer

      Princes Highway, Caroline

      Riddoch Highway, Tarpeena

      Carpenters Rocks Road, Moorak

      Augusta Highway, Stirling North

      Augusta Highway, Port Augusta

      Barrier Highway, Ucolta

      Princes Highway, Monteith

        Overall, there were 627 deployments where teams operated under section 52A and section 52B in the following areas:

        CONTROLLED SUBSTANCES ACT

        2018-19

        Section 52A(2)(a) – Licensed Premises

        414

        Section 52A(2)(b) – Public Venues

        14

        Section 52A(2)(c) – Public Passenger Carrier

        163

        Section 52A(2)(d) – Public Place

        20

        Section 52B(1) – Drug Transit Route

        16

        Total

        627

            There were 3 384 indications of the presence of a controlled drug, controlled pre- cursor or controlled plant during the exercise of powers under sections 52A(2)(a), 52A(2)(b), 52A(2)(c), 52A(2)(d) and 52B(1).

            From these 3 384 indications there were 436 detections, 2 245 ‘residual admits’ and 703 ‘residual denies’. Of the 436 detections, 402 resulted in an arrest/report, drug diversion and/or cannabis expiation notices.

            Total seizures during the Passive Alert Detector Dog (PADD) deployments under section 52A and section 52B were approximately 97.8 grams of ecstasy tablets,941.5 grams of cannabis, 89.1 grams of amphetamine, 17 grams of cocaine,3.8 grams of heroin and 166 pieces of drug paraphernalia.

            Data for the previous years is available at: https://data.sa.gov.au

            Act or Regulation

            Requirement

            Disability Inclusion Act 2018

            Section 14

            (1) The Chief Executive must, on or before 31 December in each year, report to the Minister on the operation f the State Disability Inclusion Plan during the preceding financial year.

            (2) The Minister must, within 6 sitting days after receiving a report from the Chief Executive, have copies of the report laid before both Houses of Parliament.

            Section 17

            (1) Each State authority must, on or before 31 October in each year, report to the Chief Executive on the operation of its disability access and inclusion plan during the preceding financial year (including a summary of the extent to which the disability access and inclusion plan has been implemented by the State authority).

            (2) The Chief Executive must, on or before 31 December in each year, provide to the Minister a report summarising the reports received under subsection (1) in respect of the preceding financial year.

            (3) A report under subsection (2) may be combined with a report under section 14(1).

            (4) The Minister must, within 6 sitting days after receiving a report from the Chief Executive under subsection (2), have copies of the report laid before both Houses of Parliament (and, if the report is combined with a report under section 14(1), then the requirement of this subsection will be satisfied on the report being laid before Houses of Parliament in accordance with that section).

            SAPOL’s Disability Access and Inclusion Plan (DAIP) 2017-2020 was launched on 5 July 2017 along with a significant communication strategy delivered to all employees. The structure of the DAIP aligns with the specified outcomes under the South Australia Government’s DAIP strategy.

            Work has commenced on implementing the actions outlined in the DAIP. In 2017, the SAPOL Executive Leadership Team approved the establishment of a Diversity and Inclusion Branch (D&IB) to oversee and focus on the priorities and actions of the DAIP. The D&IB was launched on 18 July 2018 and commenced work on a variety of priority areas in the diversity space, one of which has been stakeholder engagement in relation to the DAIP.

            Some actions which support the DAIP and are already underway include:

            • The Flexible Work Team’s commitment to an 'If Not, Why Not' approach to flexible working arrangements;
            • The Police Volunteer Manual, which specifies that volunteers have the right to be interviewed and engaged in accordance with equal opportunity and anti- discrimination legislation. This includes an interview process for volunteers which enables applicants and interviewer to discuss any special requirements that applicants may have; and
            • Specialised training for interviewers of vulnerable witnesses, particularly those with cognitive or communication impairment, recognising that eliciting accurate and detailed information from such witnesses is a highly complex task. This links directly to Priority Action 2.11 of the Disability Justice Plan which called for the provision of specialist training for the interviewing of vulnerable persons.
              • Since 2016, SAPOL have enrolled 182 members within this course, with 132 having successfully graduated to date. The training has improved investigative interviewing skills of members across the organisation by enabling them to obtain comprehensive and reliable testimonies from vulnerable witnesses. It has also been instrumental in removing communication barriers for persons with a disability and children affording them their right to dignity, respect and a voice when accessing the justice system.
              • SAPOL has committed to internally fund a further 50 members to complete this course by 31 January 2020. A review is to be conducted to assess the feasibility of SAPOL facilitating specialist interviewing courses in house to continue to equip members with the specialist skills required.

            In the coming year, D&IB will advise, consult and collaborate with stakeholders both within SAPOL and externally to continue the implementation of the current DAIP and begin drafting the succeeding action plan.

            Act or Regulation

            Requirement

            Evidence Act 1929

            Section 49

            (7) The Commissioner of Police shall in each calendar year report to the Minister responsible for the police force the number of applications made under subsection (1a) by members of the police force during the previous calendar year, and the Corporate Affairs Commission shall in each calendar year report to the Minister to whom it is responsible the number of applications made under subsection (1a) by officers of the Commission during the previous calendar year.

            (8) A report under subsection (7) may be incorporated in any other annual report that the Commissioner of Police or the Corporate Affairs Commission (as the case may be) is required by or under statute to make to the Minister to whom the report under that subsection is to be submitted.

            There were 202 orders (received at Prosecution Services Branch as required by the General Order) granted by Magistrates upon application by members of the police force pursuant to section 49(1a) of the Act for the period 1 July 2018 to 30 June 2019.

            Data for the previous years is available at: https://data.sa.gov.au

            Act or Regulation

            Requirement

            Hydroponic Industry Control Act 2009

            Section 34(1)

            The Commissioner must, on or before 31 October in each year, submit to the Minister a report on the administration of this Act during the period of 12 months ending on the preceding 30 June.

            HYDROPONICS INDUSTRY CONTROL ACT and REGULATIONS

            2018-19

            Apprehension reports

            0

            Offences

            0

            Expiations

            0

            Number of applications received for Hydroponics Equipment Dealer’s Licence

            0

            Number of applications received for approval of Hydroponics Industry Employees

            0

            Number of applications received seeking a Ministerial Exemption from the Act

            0

            For the purpose of this Act, a person will be taken to be carrying on the business of selling prescribed equipment by retail.

            Data for the previous years is available at: https://data.sa.gov.au

            Act or Regulation

            Requirement

            Liquor Licensing Act 1997

            Section 128C(8)

            The Commissioner of Police  must  include in his or her annual report to the Minister to whom the administration of the Police Act 1998 is for the time being committed a record of—

            (a) the number of orders made under this section during the period to which the report relates; and

            (b) in relation to each order made during that period—

            (i) the licensed premises or part of licensed premises in relation to which the order was made; and

            (ii) the period for which the order was in force; and

            (iii) the grounds on which the order was made; and

            (c)  any other matters the Commissioner of Police considers relevant.

            This report refers to orders made by Senior Police Officers to clear or close licensed premises deemed unsafe because of prevailing conditions at the premises.

            There was one order made pursuant to section 128C(8) of the Liquor Licensing Act 1997 for the period 1 July 2018 to 30 June 2019.

            The licensed premise was the Dog n Duck, 125 Hindley Street Adelaide and the order was for a part of the venue being the first floor balcony to the mezzanine.

            The period for which the order was in force was from 9.50pm on 17 August 2018 for 24 hours.

            The grounds on which the order was made related to ongoing building works, exposed wiring, temporary roofing allowing water to spill near the vicinity of the works and wiring. Police believed it would have been unsafe for members of the public to enter the first floor area balcony to mezzanine.

            Data for the previous years is available at: https://data.sa.gov.au

            Act or Regulation

            Requirement

            Protective Security Act 2007

            Section 43

            (1) The Commissioner must, on or before 30 September in each year, deliver to the Minister a report on protective security officers and their operations during the period of 12 months that ended on the preceding 30 June.

            (2) The Commissioner must include in the report any information required under the regulations or by the Minister.

              Protective Security Regulations 2008

              Regulation 23

              The Commissioner must, in his or her annual report to the Minister under section 43 of the Act, report on–

              (a) the current state of the protective security officers, including the numbers, components, distribution and operational efficiency of the officers; and

              (b) the operations of the protective security officers; and

              (c) any other matter relevant to protective security officers and their operations or which the Commissioner wishes to report on which the Minister requires a report.

              Police Security Services Branch (PSSB) continues to provide efficient protective security services to key government critical infrastructure and high risk (CI-HR) assets. PSSB deploys Protective Security Officers (PSOs) to perform static guard duties, CI-HR patrols and whole of government alarm monitoring and CCTV monitoring services on a cost recovery basis.


              On 17 July 2006, the previous Cabinet approved a Government Protective Security Policy that mandates PSSB as the security provider for ‘designated’ Government assets along with a whole of government alarm monitoring service.

              In June 2011, seven SA Government sites were designated as CI-HR assets and subsequently determined by the Minister for Police as needing protection pursuant to the Government Protective Security Policy.

              These assets were assessed as CI-HR on the basis that if they were destroyed, disrupted, degraded, harmed or rendered unavailable for an extended period there would be a significant impact on the delivery of key government services; or that the reputation of the state would be affected and there would be reduced community confidence in the Government’s ability to effectively conduct business.

              Physical security in these premises is provided by Level 2 PSOs who, as well as having authorities under the Protective Security Act 2007, have the training and equipment necessary to allow them to safely manage situations including engaging with a violent intruder should such a situation arise.

              The Government Protective Security Policy sets out the process to follow to have assets designated as CI-HR with affected agencies required to identify any resource or costing pressures through the process of Cabinet submissions to Emergency Management Council.

              PSSB comprises 141 FTE (125 PSOs, 11 non-sworn and 5 sworn).

              Section

              Description

              Level

              Number

              Total

              Physical Security Section

              Protective Security Supervisors

              PSO3

              6

               

              Protective Security Officers 1st Class

              PSO2

              40

               

              Protective Security Officers

              PSO1

              50

              96

              Security Control Centre

              Supervising Operators

              PSO3

              5

               

              Operators

              PSO2

              24

              29

              There have been a total of 46 incidents of a relatively minor nature at designated CI-HR sites that required PSOs to exercise authorities under the Act.

              One significant incident occurred on 15 April 2019 after protesters entered Parliament House under the pretence of a tour group and were subsequently removed.

              Data for the previous years is available at: https://data.sa.gov.au

              Act or Regulation

              Requirement

              Road Traffic Act 1961

              Section 47E(8)

              The Commissioner of Police must, in his or her annual report to  the  Minister responsible for the administration of the Police Act 1998, include the numbers of drivers required to submit to an alcotest in the course of the  exercise  of  random testing powers (otherwise than at breath testing stations established in accordance with section 47DA).

              There were a total of 514 512 driver screening tests conducted for the period of 1 July 2018 to 30 June 2019.

              Of those, pursuant to section 47E there were 275 047 mobile driver screening tests conducted.

              Data for the previous years is available at: https://data.sa.gov.au

              Act or Regulation

              Requirement

              Shop Theft (Alternative Enforcement) Act 2000

              Section 18

              1. The Commissioner of Police must, on or before 30 September in each year, prepare a report on the operation and administration of this Act during the period of 12 months that ended on the preceding 30 June.
              2. A report required under this section must be incorporated in the annual report of the Commissioner of Police required under the Police Act 1998.

              SHOP THEFT INFRINGEMENT NOTICES (STIN)

              2018-19

              STIN 1 issued

              0

              STIN 1 completed

              0

              STIN 2 issued

              0

              STIN 2 completed

              0

              Withdrawal of Consent (PD259)

              0

              Community service hours for STIN 2 offence

              0

              Apologies required for STIN 1 offence

              0

              Apologies required for STIN 2 offence

              0

              Apprehension Reports for breach

              0

              Apprehension Reports for subsequent breach

              10

              Data for the previous years is available at: https://data.sa.gov.au

              Act or Regulation

              Requirement

              Summary Offences Act 1953

              Section 21K

              The following information must be included in the annual report of the Commissioner under section 75 of the Police Act 1998 (other than in the year in which this section comes into operation):

              (a) the number of weapons prohibition orders issued under section 21H;

              (b) the number of weapons prohibition orders revoked under section 21H;

              (c) the number of appeals under section 21J and the outcome of each appeal that has been completed or finally determined;

              (d) any other information requested by the Minister.

              S21 SUMMARY OFFENCES (WEAPONS) AMENDMENT ACT 2012

              2018-19

              Number of weapons prohibition orders issued under section 21H

              5

              Number of weapons prohibition orders revoked under section 21H

              2

              Number of appeals under section 21J and the outcome of each appeal that has been completed or finally determined

              0

              Breaches of Weapons Prohibition Orders

              0

              Data for the previous years is available at: https://data.sa.gov.au

              Act or Regulation

              Requirement

              Summary Offences Act 1953

              Section 72A(7)

              The following information must be included in the annual report of the Commissioner under section 75 of the Police Act 1998 (other than in the year in which this section comes into operation) in respect of the period to which the report relates (the relevant period):

              (a) the number of declarations made under subsection (4) during the relevant period;

              (b) the number of metal detector searches carried out under this section during the relevant period;

              (c) the number of occasions on which a metal detector search carried out during the relevant period indicated the presence, or likely presence, of any metal;

              (d) the number of occasions on which weapons or articles of a kind referred to in Part 3A were detected in the course of such searches and the types of weapons or articles so detected;

              (e) any other information requested by the Minister.

              S72A(7) SUMMARY OFFENCES (WEAPONS) AMENDMENT ACT 2012

              2018-19

              Number of declarations made under subsection (4)

              57

              Number of metal detector searches carried out

              1348

              Number of occasions on which a metal detector search was carried out, indicated the presence or likely presence of any metal

              983

              Number of occasions on which weapons or articles of a kind (referred to in Part 3A) were detected

              *13

              *Types detected included: 9 x knives, 2 x metal bars, 1 x bolt cutter, 1 x pair of scissors.

              Data for the previous years is available at: https://data.sa.gov.au

              Act or Regulation

              Requirement

              Summary Offences Act 1953

              Section 72B(9)

              The following information must be included in the annual report of the Commissioner under section 75 of the Police Act 1998 (other than in the year in which this section comes into operation) in respect of the period to which the report relates (the relevant period):

              (a) the number of authorisations granted under subsection (3) during the relevant period; and

              (b) in relation to each authorisation granted during the relevant period (identified by location and date)—

              (i) the nature of the incident in relation to which the authorisation was granted; and

              (ii)the number of people searched in the exercise of powers under this section; and

              (iii) whether weapons or articles of a kind referred to in Part 3A were detected in the course of the exercise of powers under this section; and

              (iv) the types of weapons or articles so detected;

              (c) the number of occasions on which the Commissioner gave consent under subsection (8) during the relevant period;

              (d) any other information requested by the Minister.

              There were no authorisations under subsection 3 where Special Powers to Prevent Serious Violence were granted in the reporting period of 1 July 2018 to 30 June 2019.

              Data for the previous years is available at: https://data.sa.gov.au

              Act or Regulation

              Requirement

              Summary Offences Act 1953

              Section 83C(6)

              The Commissioner must, as soon as practicable (but not later than

              three months) after each 30 June, submit a report to the Minister in relation to the year ended on that 30 June stating—

              (a) the number of authorisations and warrants granted under this section during that year;

              (b) the nature of the grounds on which the authorisations and warrants were granted;

              (c) the type of property taken from premises pursuant to warrant under this section;

              (d) any other matters the Commissioner considers relevant.

              The number of forced entries for the reporting period of 1 July 2018 to 30 June 2019 included:

              S83C(6) SUMMARY OFFENCES ACT

              2018-19

              No. of authorisations issued*

              143

              Grounds for issue of authorisations:

              Deceased person believed in premises section 83C(1)

              50

              Person in premises requiring medical assistance section 83C(1)(b)

              93

              Information reported:

              Deceased

              52

              Attempt Suicide / Person Detained (Mental Health Act)

              22

              Drug / Alcohol Overdose

              0

              Concern Occupant Deceased

              0

              Premises Empty / Unoccupied

              14

              Medical / Other Assistance Not Specified

              55

              No Medical Attention Required

              0

              Missing Person – Welfare Grounds

              0

              * Authorisations above were issued after concerned relatives or friends contacted police anxious about the welfare of a person who had not been seen for some time.

              S83C(6) SUMMARY OFFENCES ACT

              2018-19

              Grounds for issue of warrants:

              Searching the premises for material that might assist in identifying the deceased or relatives of the deceased, section 83C(3)(a)

              0

              Take property of the deceased into safe custody, section 83C(3)(b)

              0

              Data for the previous years is available at: https://data.sa.gov.au

              Act or Regulation

              Requirement

              Summary Offences Act 1953

              Section 83BA(9)

              The Commissioner must include in the Commissioner's annual report to the Minister to whom the administration of the Police Act 1998 is for the time being committed a record of the authorisations issued under subsection (7) during the period to which the report relates.

              There were no authorisations issued pursuant to section 83BA of the Summary Offences Act 1953 relating to the overcrowding at public venues for the period 1 July 2018 to 30 June 2019.

              Data for the previous years is available at: https://data.sa.gov.au

              Act or Regulation

              Requirement

              Summary Offences Act 1953

              Section 72F

              The following information must be included in the annual report of the Commissioner under section 75 of the Police Act 1998 (other than in the year in which this section comes into operation):

              (a) the number of occasions on which the search powers under section 72D were exercised during the period to which the report relates; and

              (b) the number of occasions on which property was seized as a result of the exercise of those search powers and the nature of the property seized; and

              (c) whether any persons were charged with explosives offences (within the meaning of section 72D) in connection with the exercise of those search powers; and

              (d) any other information requested by the Minister.

              This report refers to number of occasions a police officer has exercised search powers under Section 74D for the purpose of ascertaining whether a suspected explosives offence is being or has been committed.

              S72F SUMMARY OFFENCES ACT

              2018-19

              Searches section 72D

              39

              Number of times property seized for searches section 72D

              25

              Persons charged with explosives offences section 72D

              10

              NATURE OF PROPERTY SEIZED Section 72D

              2018-19

              Explosives - Commercial

              10

              Explosives - Home Made

              9

              Explosives - Incendiary

              3

              Explosives - Precursor

              8

              Explosives - Equipment

              6

              Explosive - Explosive Device

              8

              Explosive - Incendiary Device

              3

              Data is available at: https://data.sa.gov.au

              Reporting required under the Carers’ Recognition Act 2005

              The Carers’ Recognition Act 2005 is deemed applicable for the following: Department of Human Services, Department for Education, Department for Health and Wellbeing, Department of State Development, Department of Planning, Transport and Infrastructure, South Australia Police and TAFE SA.

              Section 7: A reporting organisation must prepare a report on—

              • (a) compliance or non-compliance with section 6 and
              • (b) if a person or body provides relevant services under a contract with the organisation (other than a contract of employment), that person's or body's compliance or non-compliance with section 6.

              Awareness: There is a system to ensure all management, staff and volunteers have an understanding of the Carers Charter.

              All SAPOL employees have ready access to information of the Carers Recognition Act 2005 (SA) and the Carers Charter through a link on the SAPOL Diversity and Inclusion Branch (D&IB) intranet page. A link to the Department of Human Services list of support services for carers is also available on SAPOL’s intranet page with information for carers.

              SAPOL’s on-line Disability Awareness training is compulsory for all new employees. This training provides information to assist employees to understand and respond appropriately to the needs of people with a disability. The training also contains information on the Carers Charter and the Act, and SAPOL’s Disability Access and Inclusion Plan (DAIP). In consultation with other justice agencies, the training continues to undergo an in depth review to ensure the content is contemporary and relevant; once this review is complete, all employees will be required to repeat the training program. Online Disability Awareness training was undertaken by 221 SAPOL employees between 1 July 2018 and 30 June 2019.

              SAPOL’s Police Recruit Training Program, Constable Development Program and the Promotional Qualification Framework also incorporate disability management training. Further, reference is also made to the Act in the Public Sector employee induction handbook which informs new public sector staff that all officers, employees or agents should have an awareness and understanding of the Carers Charter and they should reflect the principles of the Charter in the performance of their duties.

              Consultation: There is a system to ensure consultation with carers, or persons or bodies that represent carers, in the development and review of human resource plans, policies and procedures.

              SAPOL’s DAIP 2017-20 includes a primary action  to review policies  and procedures to reduce barriers and  enhance  support  for  carers.  Consultation  is  a key component of the review of policies and procedures and is foundational to this work being led by D&IB.

              D&IB are also responsible for developing and implementing a range of inclusion action plans across several diversity areas  aligning  with  each  stage  of  the employee lifecycle – attract, recruit, develop, retain and transition. This is outlined within SAPOL’s Diversity and Inclusion Strategy and emphasises that consultation with employees is a key factor in the development of these plans.

              Practice: There is a system to ensure the principles of the Carers Charter are reflected in human resource practice.

              During 2018, SAPOL’s flexible working arrangements (FWAs) underwent significant review with the focus of removing the onus from employees making the case for FWAs, to the assumption that a role can be undertaken more flexibly unless a manager/supervisor can demonstrate otherwise (“if not, why not”). In turn, employees are supported to think creatively about how they can make FWAs work.

              The principles associated with working flexibly in SAPOL are designed to assist employees to achieve a balance between work and other responsibilities (including those as a carer), with approved flexible work options allowing employees to alter when, where or how they work.

              In addition, requests for flexible work are now managed centrally and do not require employees to provide a reason for seeking flexibility. These broad enhancements support those employees who are carers, providing them with confidence that any request for a FWA will be considered positively. Since implementation, SAPOL has continued to promote the take up of FWAs.

              More broadly, SAPOL’s Employee Assistance Section (EAS) provides counselling support to all employees for a range of reasons when sought, including  issues relating to relationships, stress management and work difficulties. An external consultancy support service is also available  to employees  on issues that impact     on their wellbeing.

              SAPOL’s FWAs, ongoing training, actions under the DAIP and support available through the EAS demonstrate SAPOL’s commitment to supporting carers and align closely with the intent of the Carers Charter.

              Public complaints

              Number of public complaints reported (as required by the Ombudsman)

              Complaint categories

              Sub-categories

              Example

              Number of Complaints 2018-19

              Professional behaviour

              Staff attitude

              Failure to demonstrate values such as empathy, respect, fairness, courtesy, extra mile; cultural competency

              11

              Professional behaviour

              Staff competency

              Failure to action service request; poorly informed decisions; incorrect or

              incomplete service provided

              742

              Professional behaviour

              Staff knowledge

              Lack of service specific knowledge; incomplete or out-

              of-date knowledge

              0

              Communication

              Communication quality

              Inadequate, delayed or absent communication with customer

              0

              Communication

              Confidentiality

              Customer’s confidentiality or

              privacy not respected; information shared incorrectly

              48

              Service delivery

              Systems/technology

              System offline; inaccessible to customer; incorrect result/information provided; poor system design

              0

              Service delivery

              Access to services

              Service difficult to find; location poor; facilities/ environment poor standard; not accessible to customers

              with disabilities

              48

              Service delivery

              Process

              Processing error; incorrect process used; delay in processing application; process not customer

              responsive

              0

              Policy

              Policy application

              Incorrect policy interpretation; incorrect policy applied;

              conflicting policy advice given

              0

              Policy

              Policy content

              Policy content difficult to understand; policy unreasonable or

              disadvantages customer

              0

              Service quality

              Information

              Incorrect, incomplete, out dated or inadequate information; not fit for purpose

              0

              Service quality

              Access to information

              Information difficult to understand, hard to find or difficult to use; not plain English

              0

              Service quality

              Timeliness

              Lack of staff punctuality; excessive waiting times (outside of service standard); timelines not met

              106

              Service quality

              Safety

              Maintenance; personal or family safety; duty of care not shown; poor security service/ premises; poor cleanliness

              0

              Service quality

              Service responsiveness

              Service design doesn’t meet customer needs; poor service fit with customer expectations

              897

              No case to answer

              No case to answer

              Third party; customer misunderstanding; redirected to another agency; insufficient information to investigate

              0

                Total*1 852

              *Excludes 50 ‘non-public’ complaints.

              Additional Metrics

              Total

              % complaints resolved within policy timeframes

              100%

              *Determined in accordance with Section 13(5) Police Complaints and Discipline Act 2016.

              Service improvements that responded to customer complaints or feedback

              The introduction of body worn video has resulted in improved timeframes for assessing complaint matters and determining appropriate outcomes.

              The body worn video provides for prompt review of the police conduct, and had on many occasions quickly cleared the officers of any wrongdoing.