Police Oversight and Community Safety

Question by: 
Hon Gillion Bosman
Answered by: 
Hon Reagen Allen
Question Number: 
10
Question Body: 

(a)   How many service-delivery complaints were recorded against the SAPS in (i) 2020, (ii) 2021, (iii) 2022 and (iv) 2023 to date, (b) what were the main reasons for the recorded service-delivery complaints and (c) what percentage of service complaints were resolved satisfactorily?

Answer Body: 

10.    (a)   (i)   Financial Year 2020/21 - 724

                 (ii)  Financial Year 2021/22 - 470

                 (iii)  Financial Year 2022/23 - 520

                 (iv) Financial Year 2023/24 – 227 (As at 2023-09-30)

 

         (b)   Categories of complaints received per financial year:

 

Financial Year

Nature of Complaint

 

 

 

Total Complaints

Received

Enquiry

General

Lack of Communication

Poor Communication

Poor Investigation

Poor Response

Unacceptable Behaviour

Impact on Service Delivery

Poor Administration

Breakdown in relations

 

2020/21

127

8

27

160

126

163

112

0

1

 

724

2021/22

67

11

24

114

101

93

59

0

 

1

470

2022/23

78

11

11

111

141

91

75

0

2

 

520

Total

272

30

62

385

368

331

246

0

3

1

1714

 

2023/2024 statistics and categories will be available upon the completion and verification of data and information to be published in the Annual Performance Report.

 

           (c)   The WCPO is in the process of developing a service delivery satisfaction survey mechanism. This information is therefore not known currently. However, in terms of the complaint resolution process, complaints are categorized as substantiated when evidence is found in support of the complaint that there were inefficiencies and/or a breakdown in relations between the police and communities.

 

Below are the complaints received and finalized as substantiated per financial year:

 

 

SUBSTANTIATED COMPLAINTS

 

 

 
 

 

Substantiated with recommendations1

Substantiated and resolved[1] 

Total complaints per financial year

Percentage of complaints closed as 

substantiated

2020/21

117

22

724

19.20%

2021/22

65

26

470

19.36%

2022/23

119

34

520

29.42%

2023/24

45

5

2273

22.03%

 

 

1 Evidence was found in support of the complaint and recommendations were made to take appropriate action by SAPS or CTMPD.

2 Evidence was found in support of the complaint and it was found that appropriate action was taken by SAPS or the CTMPD before the complaint was concluded.

3 As at 30 September 2023 

Date: 
Friday, November 3, 2023
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