This is a revised version of a paper presented to a workshop organized by the European Commissioner for Human Rights on police complaints. Examining the subject from the complainant's standpoint, discussion focuses on four key factors that influence his or her decision to make a complaint: the seriousness of the grievance, self-confidence, confidence in the system and the availability of support and assistance. It is argued that the existence of a non-police organization is insufficient for securing public trust and confidence, and that complainant representation will address the concerns of potential and actual complainants and enhance independence and impartiality in the complaints process.
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