Police introduce i-SPAAA system to receive complaints against force from public

KUALA LUMPUR: Bukit Aman has introduced a new system to cater to public complaints and feedback, with the assurance of prompt remedial action.

Since the launch of the “Integrated Public Agency Complaints Monitoring System (i-SPAAA)” on Sept 1, the police disciplinary unit has already initiated action against errant cops based on hundreds of complaints and feedback received.

Inspector-General of Police Tan Sri Khalid Abu Bakar said all complaints would be strictly confidential.

He said the system was good to receive complaints against all departments within the police force.

“Complaints were previously channelled to the respective departments and was not very effective and at times confusing.

“Under the new system, the public’s grouses are dealt with expediently and efficiently,” Khalid said after officially launching the i-SPAAA yesterday.

The system has so far recorded 854 types of complaints, enquiries, feedback and suggestions.

“Complaints on unsolved cases and against misconduct have been dealt with and resolved,” he said, adding that the status of the complaints could be checked online.

The IGP explained that a complaint to i-SPAAA was not like lodging a police report, explaining that the system was focused on improving the quality of police services.

The i-SPAAA unit has 16 personnel with a committee vetting the complaints and deciding on action, he said.

“From here, the complainant will be notified of any decision within a day. He or she will also be notified of the outcome of investigation and action taken after three days,” Khalid said.

Complaints or feedback can be submitted online at http://www.rmp.gov.my/ispaaa or emailed to ispaaa [e-mail]. For details, call 1800 88 0222.

“The public can also file complaints in person but it has to be arranged with the officer in charge,” Khalid said.