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Service Delivery Charter of the Midrand Police Station
THE MIDRAND POLICE STATION is driven by and supports the vision, mission and values of the South African Police Services. THE BUSINESS HOURS MAINTAINED BY THE STATION AND ITS MEMBERS ARE:
07:30 - 16:00: Monday - Friday (Office of the Station Commissioner)
07:30 - 16:00 Monday to Friday (Support Service Centre and Crime Prevention)
8/12 hours Shifts (Community Service Centre and Crime Prevention)
16:00 - 06:00: STANDBY : DETECTIVES
C/O SMUTS AND ORACLE CLOSE
PRIVATE BAG X1
TEL: 011 347 1600
FAX: 011 312 0595
We, the MIDRAND POLICE STATION MANAGEMENT, commit ourselves to this Service Delivery Charter-
OUR CLIENTS ARE:
The Community and all visitors
Non Governmental Organizations / Community Based Organizations.
Law Enforcement Agencies (LEAS)
Governmental Departments and Institutions
THE SERVICES WE PROVIDE:
All personnel within the Midrand Police Precinct are committed to provide services in terms of Section 205 of the Constitution of the Republic of South Africa, 1996 (Act No. 108 of 1996).
We are committed to provide the following services to all people in the Province:
Prevent anything that may threaten the safety or security of the community;
Investigate all crimes that threaten the safety and security of the community:
Ensure criminals are brought to justice;
Maintain public order;
Protect and secure the inhabitants of the Republic and their property;
Participate in efforts to address the root causes of crime; and
Uphold and enforce the law.
In providing these objectives of policing, we will adhere to the Batho Pele principles of:
Consultation : Determining clients’ needs by means of the following initiatives:
Hosting annual workshops with representatives of our clients;
Annual planning sessions; and
Consultation through physical visits and correspondence.
Service Standards : Service standards indicate the levels of service delivery, that we are committed to providing, we will adhere to and which are monitored regularly by means of the following initiatives:
Performance Agreements for Senior Management Service (SMS) members, and Performance Enhancement Process (PEP) for level 1 -12;
Management meetings to monitor service delivery; and
Quarterly progress reports.
Access : Our clients will have equal access to the services we provide by means of the following initiatives:
Physical visits to our offices;
E-mail facilities, written and verbal communication;
Annual, quarterly and ad hoc publication; and
Courtesy : Our clients will be treated with courtesy and consideration by means of the following initiatives:
A Service Delivery Improvement Plan to set out clear standards and guidelines to achieve better service delivery;
Trained front office and back office staff; and
Adherence to the Code of Conduct.
Information : Our clients will get full, accurate and up-to-date facts about services they are entitled to and the products we provide by means of the following initiatives:
Information sessions; and
The management of information resources.
Openness and transparency : The promotion of the Access to Information Act ensures access to information to members of the public by means of the following initiatives:
Operational plan is available to stakeholders; and
Workshops, Imbizo’s, CPF’s and consultative forums.
Redress - Mechanisms for recording customers’ dissatisfaction have been established by means of the following initiatives:
Customers can lodge their complaints with the Provincial Commissioner or Provincial Heads in writing; and
Members can lodge their complaints via the SAPS Grievance Procedure
Value for money - Services will be provided economically and efficiently in order to give client the best possible value for money by means of:
Quarterly internal budget reviews; and
Ensuring expenditure relates to organizational priorities.
OUR SERVICE STANDARD
We have set the following minimum standard for the level and quality of the services we provide.
To compile an Operational Plan ready for implementation on 1 April of every financial year, in terms of the Police Service Act 68 of 1995.
Operational Plans indicators
Performance Chart Standards / Indicators
Priority Crime Index. The occurrence of priority crime is quantified as an index relative to the province’s unique environment and is influenced by the number and nature of crime reported.
Contact Crime Index. The occurrence of contact crime is quantified as an index relative to the province’s unique environment and is influenced by the number and nature of crime reported.
Property Crime Index. The occurrence of property crime is quantified as an index relative to the province’s unique environment and is influenced by the number and nature of crime reported.
Integrated Crime Index. The occurrence of integrated crime (Crime, excluding crime dependant on police action and less serious crimes (B crimes) is quantified as an index relative to the province’s unique environment and is influenced by the number and nature of crime reported
Detection rate: priority crimes
Detection rate: contact crimes
Detection rate: property crimes
Detection rate: integrated crimes
% cases / charges (complaints) to court: priority crimes
% cases / charges (complaints) to court: contact crimes
% cases / charges (complaints) to court: property crimes
% cases / charges (complaints) to court: integrated crimes
OUR PERFORMANCE AGAINST OUR STANDARDS
We pledge that they have the following to our clients:
Professional service delivery by all personnel within our Station
Impartial and respectful treatment
To be treated in an open, accountable and responsible manner.
To service with honesty and integrity, without asking favors in return for the services
To be provided with the services within a reasonable time
To be provided with full, accurate and up-to-date information
HOW CAN YOU ASSIST US IN PROVIDING EFFECTIVE POLICING?
Be civil, courteous and respect the dignity of our officials at all times
Convey and explain your needs to us unambiguously so that we will be able to attend to them expeditiously
Give us a feedback on our service delivery, so that we can improve our service
Inform us when the standard of our service does not meet your expectations and we will do our best to address your concerns
Commend good work done by the staff within the Province.
Any complaints about the services provided by the MIDRAND POLICE STATION can be directed to:
The Office of the Station Commissioner
Street Address - C/O SMUTS AND ORACLE CLOSE ,
WATER FALL GARDENS, MIDRAND
Tel : 011 347 1600 Fax: 011 312 595
Postal Address: PRIVATE BAG X1, SAPS, MIDRAND
The Office of the Provincial Commissioner: 16 Empire Road, Parktown, Johannesburg
Tel: 011 274 7300
Fax: 011 274 7523
SAPS National Complaints Line : Tel: 0860 13 0860
Provincial Independent Complaints Directorate : 208/212 Jeppe street
20th floor, Marble Tower
Tel: 011 220 1500
National Independent Complaints Directorate : Tel:012 - 392 0 400
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