Frequently Asked Questions (FAQ)

1. What is the purpose of the complaints procedure?
The complaints procedure is designed to handle complaints from citizens about police officers in a professional, careful, and transparent manner. This helps to build trust, learn from mistakes, and improve the quality of our work.

2. What is considered a complaint?
A complaint is an expression of dissatisfaction directed at a specific behavior of a police officer under the authority of the chief of police.

3. Who is responsible for handling complaints?
The competent authority is the chief of police of the Dutch Caribbean Police Force (KPCN). The chief of police is supported by a complaints coordinator and, in the formal phase, by an independent complaints committee.

4. How can I file a complaint?
You can file a complaint via the complaint forms on our website. Download the form in the language you are most comfortable with, fill it in, and email it to BIZ@politiecn.com. You can also physically submit your complaint at one of the police stations on the different islands: at Kaya Libertador Simon Bolivar #4, Kralendijk, Bonaire; Samuel A. Charles Street #1, The Bottom, Saba; or Father van Tefelenweg #10, Oranjestad, Sint Eustatius.

5. Can I file a complaint without sharing my personal details?
No, it is mandatory to provide your full name and address. Without this information, your complaint cannot be processed.

6. Can I file a verbal complaint?
Yes, a verbal complaint can be put in writing at the request of the complainant if the compliant is reasonably unable to do so themselves.

7. What happens after I file my complaint?
Within three working days, you will receive an acknowledgment of receipt. The complaints coordinator will then discuss with you:

• The content and purpose of your complaint.
• Whether your complaint can be processed.
• How the process will proceed.

8. How does the informal complaints procedure work?
The complaints coordinator attempts to resolve the issue through a mediation discussion between you and the involved police officer. This discussion may result in:

• Resolution and closure of the complaint.
• A decision to move to a formal procedure.

9. What does the formal complaints procedure involve?
If the informal process does not lead to satisfaction, the complaint will be handled by an independent complaints committee. This committee provides advice to the chief of police, who then makes a formal decision.

10. What decisions can the chief of police make?
The chief of police can determine that your complaint:

• Is justified: your complaint is valid.
• Is unjustified: your complaint is not valid.
• No judgment: a decision cannot be made.
• Is inadmissible: your complaint does not meet the requirements.

11. What if a complaint leads to disciplinary measures?
If a complaint is deemed justified and reveals serious shortcomings, it may lead to a separate internal investigation. Any disciplinary measures are outside the complaints procedure and are handled according to internal guidelines.

12. How long does it take to process a complaint?
The informal phase takes a maximum of 10 weeks. If the complaint is handled formally, the total procedure may take up to 18 weeks.

13. Can I withdraw my complaint?
Yes, you can withdraw your complaint at any time. This will result in the closure of the complaints procedure.

14. What are my options if I disagree with the outcome?
You can submit the decision of the chief of police to the National Ombudsman.