The Customer is King project has been initiated by Lieutenant General Khombinkosi Jula, the provincial commissioner of SAPS.
The project hopes to achieve professional and excellent service, build trust and create positive perceptions within the communities as well as to try to build and repair the corporate image of SAPS.
AccordingtoMuizenberg police spokesman, Captain Stephen Knapp, Muizenberg SAPS have recently received various complaints from members of the public accusing SAPS members of not providing a professional service and/or refusing to open criminal cases. He says if members of the public experience poor service delivery or are exposed to unprofessional conduct, the station commander of Muizenberg SAPS, Colonel Ismail Daniels, requests that the community apply the following steps:
Step 1 – Ask to speak to the shift commander. If this is unsuccessful, apply step 2
Step 2 – Phone the standby Vispol duty officer
Step 3 -Phone the station commander
Step 4 – Contact 10111 and request to speak to the supervisor who could provide a standby list of senior officers in the province.
The contact details of these people are available and displayed in the Community Service Centre (CSC).
“In the event of poor service delivery, the public can be assured that every instance is thoroughly investigated by an appointed commissioned officer. This forms part of what is referred to as a 101 complaint, which is any complaint relating to poor service delivery.
“It must, however, be remembered that the CSC commander may refuse to accept a charge when the elements of a crime are absent or it is an obvious civil matter.
“Between 350 and 400 statements are taken by CSC personnel on a monthly basis, where a crime has occurred,” he said.
He explains that on average the vehicles attend between 800 to
1 000 complaints a month.
Thesecomplaintsdo
not include those attended by the shift vehicles when being approached by members of the public while on patrol nor walk in-clients at the CSC. Complaints are prioritised and are attended according to the severity.
There are three categories of complaints:
1 Alpha (crimes in progress) such as a housebreaking in progress where the suspects are still in the vicinity.
2 Bravo (crimes that have been committed and there is no imminent danger) such as theft out of a motor vehicle where there are no suspects.
3 Charlie (an attempt to commit a crime) Telephone systems
have recently been upgraded, which has already improved
the public’s ability to contact the CSC.
A suggestion box is also available in the CSC and they would like to appeal to the
community to make suggestions to improve their service.
