Sally Galovic, Philip Birch, Margaret H. Vickers and Michael Kennedy
The purpose of this paper is to present results from a qualitative study exploring the complaints system within New South Wales Police Force in Australia. The stories shared…
Abstract
Purpose
The purpose of this paper is to present results from a qualitative study exploring the complaints system within New South Wales Police Force in Australia. The stories shared illustrate the impact of the complaints system on officers currently serving in this force. The study reveals how the complaints system impacts on both the working conditions and workplace environment of police officers, as well as impacting on the professional relationships amongst each other.
Design/methodology/approach
The study is qualitative in design, in which in-depth interviews were conducted with a sample of 14 rank and file police officers. The qualitative analysis draws upon a thematic approach and a direct reference to police officer comments and perspectives are illustrated and used to inform the framework of the discussion and implications for further research in this area.
Findings
The findings yield three central themes – “police perceptions of accountability”; “the complaints tool – a question of intra institutional justice”; and “performance impact”. These are discussed in direct relation to what police officers revealed about their experiences and thoughts on the current complaints process in New South Wales.
Practical implications
To review the complaints process in order to develop a more transparent process; to recognise the critiques of the complaints process, both by the general public and police officers, as valuable information to be used to inform improving the process; to consider restorative justice practices employed by other police forces as a means of finalising some complaint processes; to develop a more swift complaints process with more timely conclusions in order to minimise long-term issues such as sustained sick leave.
Originality/value
This paper examines the link between accountability and performance, and the unintended consequences the complaints process has on police officers at work. This examination is conducted by drawing on current rank and file police officers lived experiences.
Details
Keywords
Margaret Vickers, Philip Birch, Sally Gallovic and Michael Kennedy
Police officers from a police force in Australia were interviewed about the types and level of surveillance they experience in their work, with the recognition of technology…
Abstract
Purpose
Police officers from a police force in Australia were interviewed about the types and level of surveillance they experience in their work, with the recognition of technology contributing to an increased level of such. The concept of the Panopticon and the Looking-Glass Self offer useful frameworks for understanding the experiences of those police officers interviewed. The paper aims to discuss these issues.
Design/methodology/approach
Based on 14 in-depth unstructured interviews with police officers, this study is an exploratory piece of research.
Findings
This study presents findings in which police officers spoke of the surveillance they encounter from the perspective of the police organisation; their own self-surveillance as well as being monitored by other police officers. This paper argues that the Panopticon Effect can negatively impact on individual officers as well as overall police practice.
Originality/value
This paper is an exploratory study based on the experiences of rank and file police officers currently in service. The paper considers the surveillance and scrutiny of police officers from within the organisation and recognises the impact of technology.