Police Oversight and Community Safety
(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?
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
