The NSW Police Force investigates crimes under NSW law. If you have a complaint about the NSW Police Force or its employees, you can contact the NSW Commissioner of Police. Complaints can be made about any actions or inactions that are unlawful, unreasonable, unjust, oppressive, discriminatory, improperly motivated, based on irrelevant matters, mistaken, or poorly explained. These issues are referred to as ‘misconduct’ or ‘maladministration’.
What types of complaints can you make?
Misconduct
- Customer Service Issue: Complaints about interactions with police officers that do not involve misconduct or maladministration.
- Police Misconduct: Any misconduct by a police officer, including actions or inactions that are criminal offences, corrupt conduct, unlawful, or breaches of discipline.
- Administrative Employee Misconduct: Any misconduct by an administrative employee, similar to police misconduct.
- Serious Misconduct: Actions or behaviours that constitute significant violations of law or professional standards.
Maladministration
- Agency Maladministration: Unlawful or unreasonable actions by the NSW Police Force that are oppressive or improperly discriminatory.
- Officer Maladministration: Unlawful or unreasonable actions by police officers or administrative employees that arise from improper motives or mistakes of law or fact.
What is NOT included?
Customer service issues that do not amount to serious misconduct or maladministration.
Jurisdiction:
NSW-based, focusing on NSW Police Officers, administrative employees, and the NSW Police Force.
Geographical Scope:
Complaints must relate to New South Wales law enforcement.
Time Limitations:
No specific time limits, but timely complaints are more effective.
Exclusions:
Complaining to the Commissioner does not affect any other right to complain about the conduct of police officers or the NSW Police Force.
Additional Information:
Complaints can also be made to the Law Enforcement Conduct Commission ('LECC').
Who can you make a complaint against?
You can make a complaint against:
- Individuals: Complaints can be made against individual NSW Police officers and administrative officers, even if they are no longer employed in those roles.
- NSW Police Force: Complaints can be made against the NSW Police Force as an entity.
This body does not handle complaints against:
Individuals who are not police officers or administrative employees, federal parliamentarians, departments, agencies, or the judiciary.
Additional Information:
Police officers and administrative employees have a duty to report misconduct and maladministration.
Are you eligible to make a complaint?
Who can complain?
Any person, including members of Parliament with written consent, can make a complaint.
Who cannot make a complaint?
There are no exclusions.
Time Limits:
No time limits, but timely complaints are more effective.
Additional Information:
Prisoners can make complaints, and prison officers must facilitate this process.
What can this body do to help?
- Customer Service Issues: Resolutions can include explanations or discussions to resolve the issue.
- Dealing with Misconduct Matters: The Commissioner can investigate, refer the matter to the LECC, or take no further action.
- Alternative Dispute Management: Misconduct matters can be resolved through mediation or other informal procedures.
- Investigation and Outcome: The Commissioner may report progress and consult with the complainant on actions to be taken, with outcomes ranging from remedial action to criminal charges or dismissal.
Additional Information:
The Commissioner may discontinue or conclude investigations at any time and must notify the complainant if the complaint will not be investigated.
How to prepare your complaint
Format:
Complaints must be in writing but can be accepted verbally if deemed appropriate.
Personal Details:
Include first name, surname, residential and postal address, phone number, email, and preferred method of contact.
Respondent’s Details:
Provide details about the police officer(s) or administrative employees involved.
Relevant Facts:
Include the date, place, and details of the incident, witnesses, evidence, and desired outcome.
What NOT to include:
False or misleading information, and issues related to performance management or other States/Territories.
Additional Information:
Making a false complaint is an offence.
Lodging your complaint and next steps:
Where to lodge your complaint:
- Online: Click here
- Alternatively, you can complete a physical Complaint Form (accessible here). You can then do one of the following:
- Lodge it or mail the complaint form to your nearest police station
- Post the completed complaint form to the Customer Assistance Unit at P.O. Box 3427, Tuggerah, NSW 2259
- Email your complaint form to customerassistance@police.nsw.gov.au
- Telephone: If you need help, contact the Customer Assistance Unit on 1800 622 571.
Assessment:
Complaints are usually managed at the local police station and are registered within 7 business days. Misconduct matters are forwarded to the Commissioner.
Resolution:
The complaint handler will consult with the complainant on the action to be taken and advise on the outcome.
More information:
Refer to the factsheet provided below for more information.
