It's not about complaining, it's about giving constructive feedback to ensure a satisfactory resolution is reached.
If speaking to the local officer handling the matter directly, some police officers will try to deflect the issue and palm the aggrieved person off so they walk away with an unresolved issue and disillusioned with the actions of the vicpol officer investigating the matter.
Ethical standards will refer the matter back to the relevant officer in charge at the applicable station, and follow through to ensure 1. there was a full and thorough investigation carried out and 2. a mutually agreeable resolution is achieved. The officer in charge will contact the agrieved party to sit down in person and discuss the matter and come to a resolution.
By involving the officer incharge, this will also flag a potential coaching issue for the police officers if found they did not investigate the matter fully and consider all options. Like all companies, not every police officer would get an outstanding appraisal, otherwise they wouldn't have internal disciplinary/ coaching procedures inplace.
It's a long winded way of getting to the officer in charge (or escalating the issue) but will get to the officer incharge in due course.
Ethical standards also keep statistics on issues that individual stations may have in certain areas and then flag these stations for specific training programs or targeting programs to improve themselves if the need arises. eg. a station may have a high number of youth crime that may be unresolved so police command could flag this station for additional staffing levels or specific training programs for police officers to better handle youth crime in the area.
VicPol are a corporate organisation who must deliver on customer service. No different to any organisation. if you don't give feedback they'll never know of any issues with their customer service.
In marketing terms: get bad service, tell 14 people, get good service tell 3 people. Except this is the internet and tell hundreds, if not thousands in a shorter timeframe. Per these forums, usually only the bad gets retold on the internet, not the good and some people have a whinge (not applicable in this thread) and don't follow through with grievances.
If you get bad service at kmart you don't abuse the 15year old checkout chick who knows no better, you ask to see the manager on duty if it is serious enough issue so the issue is flagged for a resolution and remedial action. Go to someone who has the authority to resolve the issue upfront, not the processor who has little or no authority.
the one issue I had when I had last year, I flagged it with ethical standards as I wasn't happy with the police officer concerned who I reported it to.
The officer in charge at that station followed through and it was found through that particular officer's logbook (the one I had issues with) he wasn't following through on a regular basis on resolving issues he was getting over the counter @ the local police station. The officer in charge was able to identify a coaching issue with the staff member where he was put onto a remedial training program and closer monitoring to ensure his deficiency in skill set was rectified. If I didn't flag the issue with Ethical standards at the time then it would have been an ongoing issue and possibly still remain unresolved.
What would you do in this thread's instance commodore?