Report Summary
This report provides members of the Complaints & Conduct Committee with an overview of Non-Criminal Complaints Update (Operation Glade).
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Meeting
The publication discussed was referenced in the meeting below
Complaints & Conduct Committee - 13 November 2025
Date : 13 November 2025
Location : Online
NCARU Demand
From 1 August 2025 to 1 October 2025, 1,367 complaints were received and recorded, this includes duplicate complaints, non-PSD matters, updates added to existing complaints. Of those, 288 progressed to PIT/ Non-Criminal Investigations.
By removing the duplicate files submitted, complaints added to existing files, Miscellaneous Incidents, non-PSD matters and unacceptable complainers, the total submissions of new complaints are 981. This average FLR rate from August to October is 52%.
The total of new complaints awaiting assessment is currently 600, the team process circa 25 – 35 complaints per day depending on complexity, demand and resourcing.
The NCARU continue to maximise opportunities for FLR including conducting less research prior to contacting a complainer in an effort to save time and create departmental efficiencies.
Given the increase in assessment numbers, five investigators from non-criminal investigations have been moved to assist with direct front line resolution for Cat C complaints.
