Access strategy

The IPCC Access Strategy has been developed to help us define how we will offer our services to its customers and stakeholders in a more efficient, effective way.

The IPCC Access Strategy is also available on the IPCC guidelines and papers web page.

The strategy has been developed in the context of our research on direct complaints which showed that the majority of people would prefer to make their complaint direct to the force concerned but are often prevented from doing so. The strategy proposes changing the IPCC’s messages on access to the complaints system, shifting away from actively promoting the IPCC as a route for making direct complaints to encouraging complainants to make complaints locally to forces. Messages about the IPCC’s role will emphasise our appeals function, supported by a change of focus in our Guardianship activity and working with forces to help them increase access to the complaints system at a local level.

The strategy is not designed to create barriers for our customers, and the IPCC will continue to be accessible to those who use its service. However, the strategy does set out how as an organisation the IPCC should utilise different access channels and promote the provision of certain channels over others. This includes promoting the use of online services and improving the way we manage first contact to reduce demand and what is considered ‘unnecessary contact’.