We deal with a wide range of enquiries from you, the public. Some are straightforward and can be resolved immediately over the telephone, at a police station or through other contact points. Others need further investigation or the benefit of specialist knowledge or expertise before they can be resolved.

At Sussex Police we take pride in providing a high quality of service to you - regardless of why or how you have made contact with us. We cannot guarantee that we will always be able to solve every crime or incident that you report to us. However we are committed to providing a service that responds professionally and appropriately to your particular needs.
 
We want you to feel satisfied that we have provided the highest quality of service and that we value you as our customers and take all your concerns seriously.

In order to outline exactly what the public can expect from us, Sussex Police has produced Our Service Standards – a brochure that sets out in detail our Quality of Service Commitment, the level of service we believe the public should expect from us.

The key message of 'Our Service Standards' is that everyone who comes into contact with the police - irrespective of where, how or for what reason - should be provided with a consistent, high quality service.
  
‘Our Service Standards’ details how Sussex Police aims to meet its Quality of Service commitments in the following six areas:

• Making it easy to contact us
• Providing a professional and high quality service
• Dealing with your initial contact
• Keeping you informed
• Ensuring your voice counts
• Victims of Crime

In addition, it states a firm commitment to comply with the Data Protection and Freedom of Information Acts. There are also clear guidelines on how Sussex Police will listen and respond to concerns and complaints.

To make it easy to remember what Sussex Police are doing to deliver good service we’ve adopted the ‘LISTEN’ acronym:

• Listen to people and take them seriously
• Inspire confidence and make people feel secure
• Support with information by giving people a reference number and contact details
• Take ownership and deliver on our promises.
• Explain what we can and can’t do.
• Notify people of progress regularly and of the final outcome.

Victim and Witness Care

As part of our Quality of Service Commitment Sussex Police is determined to provide a first-class service for victims of crime. Victim and witness care is fundamental to effective delivery within the Criminal Justice Service.

Victims and witnesses are our ultimate customers and need our support. Lord Falconer aptly summed up the situation when he said:

"The prospect of testifying live from the witness box can be daunting, especially for witnesses who are vulnerable or intimidated. If we are to get more witnesses to come forward then we need to make the experience as stress free as possible."

Victims’ Code of Practice

The Code of Practice for Victims of Crime gives victims legal rights to minimum standards for the very first time. The Code is part of a package of measures the Government put in place to provide better support to victims and witnesses. Since April 2006 the police have had to meet minimum standards for every victim and provide an enhanced service for specified vulnerable or intimidated victims.
 
The quality of the initial police response is the most crucial element in a victim's decision to continue with their case through the courts - as it represents the first opportunity for the Criminal Justice System to demonstrate to victims that it listens, responds and cares.

Victims' Update Facility

Sussex Police has also pioneered an online Victims Update Facility. All victims of crime are given a unique crime number, which they are able to key in to the website at any time in order to find out the current status of the police investigation. Our scheme has proved so successful that a number of other Forces across the UK are now looking at implementing it.