Politie en Wetenschap

Politie en Wetenschap

As part of the Call 2016, the knowledge and research committee of the research programme Police and Science honoured CESAM's research proposal "A complaint is free advice". The call is based on four themes of the strategic research agenda for the police. This Strategic Research Agenda was adopted by the Minister of Security and Justice on 1 May 2015, and is guiding for research initiated by the Police and Science programme and the Police Academy.

The research programme wants to give an impetus to the search for practical knowledge to support the police profession and education. To this end, they have put this call to the Netherlands, asking for a research proposal to be published so that newly developed knowledge finds its way into police practice, police policy and police training. The research investigates complaints as a valuable source of information from the citizen. Police want citizens to be satisfied and citizens to trust them. Direct contact between police officers and citizens is important, according to the police, for a proper handling of complaints, with two objectives for the police: restoring the confidence of the citizen in the police and strengthening the learning capacity of the police. Complaints handling is seen by the police as the opportunity to improve the quality of the police action together with the citizen. And there is still much to improve in the dialogue with the public and the extent to which the police organisation learns from this communication. In the research we analyse the cause of the difference between official and informal complaints, and how the police can deal with complaints and learn from them.

For more information please contact Prof. Dr. Gabriele Jacobs.