06 We will act with integrity and treat everyone we deal with fairly.

• Call Management Centre staff and front enquiry desk officers undertake customer services training;
• We monitor all hate crime incidents and seek scrutiny of these investigations through confidential Independent Advisory Groups (IAG);
• We deal with complaints fairly and transparently, carrying out professional and proportionate investigations in line with the Independent Police Complaints Commission (IPCC);
• We train our staff to use their authorities fairly and with integrity;
• We have held several conferences for senior managers in relation to the Disability Discrimination Act (DDA) to raise awareness of issues regarding both staff and service users;
• The Diversity Unit, a specialist team consisting of employees from across the Force, provides equality advice and support within the Constabulary and is responsible for the co-ordination and review of the Equality Scheme;
• Our progress is constantly monitored by the Strategic Equality and Confidence Board which is chaired by the Chief Constable and includes members from staff associations, unions and specific internal networks.

07 We will treat you politely and with respect.

• We strive to provide a quality of service that is second to none. We do so by ‘getting personal' with our people, our communities and not least our criminals;
• We respect and aim to protect your human rights (Human Rights Act 1998), by striking a fair balance between the rights of the individual and those of the rest of the community;
• We treat everyone fairly;
• We review all letters of appreciation or complaint to establish best practice in achieving customer satisfaction;
• All members of our staff receive on-going diversity training.

08 We will take your concerns seriously and explain what we are doing to address them, including whether or not we are taking action and why.

• We listen to your concerns through our Crime and Disorder Partnerships, local consultative groups and local authority meetings;
• We compile user satisfaction surveys and quality of service questionnaires from a wide range of service users;
• Our departmental heads, Basic Command Unit (BCU) and Local Policing Unit (LPU) Commanders take your concerns seriously and address them locally by utilising a variety of appropriate methods;
• We acknowledge all letters with details of a named person and how to contact them within ten days. Subsequent updates will be sent at a minimum of every 28 days until the enquiry has been finally resolved.