The NSW Police Force is committed to providing the community and the people of our own organisation with responsive and meaningful customer service. Ensuring that we maintain quality customer service is one of the highest priorities of every officer. It is what the community demands, deserves and expects. It is also a key requirement of the NSW Government.
The Customer Service Charter simply and clearly states our commitment to our officers and to the diverse communities that we serve. These commitments will be measured and built into our training programs, business plans and other systems. As every officer is responsible for delivering quality customer service, I expect you will take an active part in supporting this charter.
Customer Service Charter
WHY A CUSTOMER SERVICE CHARTER?
The NSW Police Force has undertaken extensive community and internal consultation to be able to better address your needs and your concerns. The NSW Police Force Customer Service Charter has been developed to build and enhance relationships and partnerships with our community.
WHO ARE OUR CUSTOMERS?
Our customers are victims, witnesses, the community and our internal colleagues. Arrested persons and suspects for crimes will not be considered to be customers as they will be dealt with under the Law Enforcement (Powers and Responsibilities) Act 2002 and other NSW Police Force policies and procedures.
HOW YOU CAN HELP US
You can help us deliver the services you need by: providing us with complete and accurate information telling us of any changes to the circumstances surrounding your incident or query contacting us if you need any further information being open and honest in your dealings with us treating our staff with courtesy and respect providing us with feedback about our service understanding that we give priority to life-threatening incidents or emergencies. Use the Triple Zero (000) service only for emergencies and life-threatening situations. If you have information about: people who are wanted by police; unsolved crimes or crime that is being planned; suspicious or unusual activity, contact Crime Stoppers on 1800 333 000 or through their web site www.crimestoppers.com.au You don’t have to give your name and the information will be passed immediately to relevant investigators.
CHARTER OF VICTIMS RIGHTS
The Charter of Victims Rights is part of the Victims Rights and Support Act 2013. It defines how government departments, including the NSW Police Force, should treat you if you are a victim of crime and is overseen by the Victims Services. The NSW Police Force is committed to upholding the charter which defines a victim as a person who, as a direct result of a criminal offence, suffers physical or emotional harm; or loss of property; or damage to property. You can obtain further information by ringing 1800 633 063 or at www.victimsservices.justice.nsw.gov.au
VICTIMS OF CRIME If you have been the victim of an incident or a crime we will:
- explain how we will deal with your matter
- provide you with a reference number and contact telephone number of the investigating officer
- keep you informed throughout the investigation
- inform you of the outcome of the investigation,where possible
- encourage you to contact police if you need or have any further information.
Responding to Customer Needs
YOU SAID “BE ACCESSIBLE”
We will: provide 24/7 assistance to all customers through the Police Assistance Line (131 444), provide information on your nearest available police station always give priority to emergencies. If police attendance is required, we will allocate a response priority in accordance with the level of seriousness be accessible to all persons regardless of their culture, language, age, sexuality, physical and mental ability, locality and socio-economic background.
YOU SAID “BE PROFESSIONAL AND HELPFUL”
We will: listen to you and acknowledge your needs treat you fairly and with respect maintain your confidentiality show care and be accurate take ownership of your matter if it’s a policing issue. YOU SAID “TAKE APPROPRIATE ACTION” We will: when attending your incident, provide you with information regarding timeliness explain how your matter will be progressed and why where appropriate, investigate your matter and advise you of the outcome attempt to resolve your matter at the first point of contact, or contact and transfer your matter to the appropriate area or person of responsibility for resolution tell you when no further action will be taken and the reason why.
YOU SAID “KEEP ME INFORMED”
We will: provide a reference number and contact officer for your matter if you are a victim, explain your rights and provide regular updates in accordance with the Charter of Victims Rights if you are a witness, offer to provide follow-up information communicate with communities about issues that affect them, via local media, meetings, forums and committees.
FEEDBACK ON OUR PERFORMANCE
The NSW Police Force welcomes constructive feedback on the performance of our officers and staff so that we can improve the service we provide to you. This means we will:
- encourage your feedback, complaints and compliments about our officers, staff and service
- collect and,where possible, use your feedback to continuously improve how we deliver policing
- conduct annual reviews of the charter
- publish the results of our annual review on the NSW Police Force website and in our annual report.
You can provide us with compliments, complaints and feedback in any language via:
Phone: 1800 622 571 TTY: (02) 9211 3776
Post: Locked Bag 5102, Parramatta NSW 2124
Or visit your local police station.
Customer Service Policy Statement
OUR COMMITMENT TO CUSTOMER SERVICE IS TO ENSURE:
- All employees of the NSW Police Force comply with the Customer Service Charter and Guidelines.
- All employees comply with the Charter of Victims Rights.
- All employees are adequately trained in customer service delivery issues.
- All commands have in place a senior officer (Customer Service Portfolio Holder) who is responsible for effective customer service delivery.
- All commands continually measure and improve customer service delivery.
- All commands ensure that customer service calls/messages are appropriately recorded and acted on.
- Effective consultation occurs with local communities and/or internal customers to further improve customer service delivery.
THE FOLLOWING PRINCIPLES UNDERPIN THIS POLICY:
- The Customer Service Charter will be measured and reviewed annually. (Utilising a variety of data that will include COMPASS, Business Plans, Command Management Framework, HR Tools etc.)
- Customer service feedback is encouraged.
- Excellence in customer service delivery is recognised and rewarded.
- Management leads improvement in customer service delivery and actively identifies trends and new initiatives with their staff.
- Management promotes positive internal customer service.
- Management encourages the effective use of Volunteers in Policing and other support persons to improve customer service delivery wherever possible.
- Managers and supervisors monitor their staff to ensure compliance with the Customer Service Charter and Guidelines.