Complaint Report of the North Rhine-Westphalia Police

<div class="body-text-wrap"> <div class="field field--name-field-base-author field--type-string field--label-hidden field__item">IM NRW</div> <div class="clearfix text-formatted field field--name-body field--type-text-with-summary field--label-hidden field__item"><p>The complaint report is part of the qualified complaint management of the North Rhine-Westphalia Police. It not only records the annual number of complaints received in connection with police activity, but also analyses the development of the number of complaints and how they are dealt with. On the basis of the categorisation of complaints, it can be traced in which areas of activity the citizens identify potential for improvement. Any well-founded complaint is considered constructive criticism and contributes to the maintenance of a high quality standard of police performance.</p> <p>In addition to the division according to the type of complaint (complaint by supervisory authority or complaint by supervisory authority), it is also recorded whether the reasoning was followed and how the complaint situation could be resolved. As a separate aspect, it is evaluated in how many appeal cases evidence of disciplinary / criminal law behavior was found and how often disciplinary measures were taken in this consequence. <p>In the further evaluation, the complaint report records the frequency of the specific complaint cause according to two categories. If the complaint was based on a police measure, a distinction is made between:</p> <ul> <p>- Legality,</p> <p>- Convenience,</p> <p>- Proportionality,</p> <p>- Accusation of inaction.</p> </ul> <p>If the complaint was directed against the appearance of police officers, a distinction is made according to the following reasons:</p> <ul> <p>- Communication,</p> <p>- Behavior,</li> <p>- external appearance,</p> <p>- off-duty behavior.</p> </ul> <p>Ultimately, it is recorded how often the citizens have written praise and thanks to the police authorities. In addition to this statistical review of the reporting year, a comparison with previous years is also made. Thus, the development of complaints in the individual categories can also be traced. The report is therefore a core instrument of quality management.</p> </div>本数据集的编制方为北莱茵-威斯特伐利亚州（North Rhine-Westphalia，简称NRW）警方。本投诉报告为其合规投诉管理体系的核心组成部分，不仅记录了年度警务活动关联投诉的接收总量，还对投诉数量的变化趋势及处置流程展开分析。通过投诉分类体系，可追溯民众认为存在改进空间的警务领域。任何有理有据的投诉均被视为建设性批评，有助于维持警务服务的高标准质量。 除按投诉主体分类（分为公民投诉与监管机构投诉）外，报告还会记录投诉依据是否被采纳，以及投诉纠纷的解决方式。作为独立评估维度，报告还将统计在申诉案件中，查证存在违纪/刑事违法行为的案件数量，以及据此采取纪律处分措施的频次。 在后续评估环节中，投诉报告将依据两大类别统计具体投诉事由的发生频次。若投诉针对警务执法措施，则分为以下四类： - 合法性 - 便利性 - 比例原则 - 不作为指控 若投诉针对警务人员的履职表现，则按以下事由分类： - 沟通方式 - 行为举止 - 外在形象 - 非执勤期间行为 此外，报告还会统计民众向警务部门提交书面表扬与感谢的频次。除对本报告年度开展统计分析外，还会与过往年度的数据进行对比，由此亦可追溯各分类投诉的变化趋势。因此，本报告是警务质量管理的核心工具。