ABSTRACT
This chapter explores ways of addressing police accountability issues through enhanced management of complaints systems. It also begins by analysing the nature of complaints against police, inadequacies in traditional legalistic responses, and innovations in responding to complaints including the creation of independent agencies to review or process complaints, informal resolution options and early intervention systems. The chapter shows that accountability can be improved through a greater role for independent investigations, and by supplementing investigative and disciplinary approaches with more restorative responses, including informal resolution and mediation. Complaints systems provide accountability for police actions by providing scrutiny of police action, a voice to those who experience police action and consequences for inappropriate police action and poor performance. Complaints can also be used as a key learning tool to inform improved policing practices by modifying training and procedures in response to patterns of allegations in the context of a problem-solving and complaints reduction programme.
