Directorate of Inspectorate

Complaints against the Police (You may submit an online form for a citizen complaint or compliment form by clicking on the following link (complaint or compliment )

We always welcome feedback as it is an important element of understanding how to improve our service. We hope you are happy with the way Rwanda National Police deals with you and we would encourage you to tell us when you are not satisfied.
 Otherwise if you feel unhappy with the service provided or the conduct of our staff, you can make a complaint.

This system is designed to raise standards, cut delays, improve quality service delivery, increase public confidence and transform the way police handle complaints from the public.

Get in touch

Any complaint against Police should be directed to your local area Police Commander.

He is responsible to undertake investigation to all complaints, swiftly and fairly and provide you with the result of the investigation.

If you are dissatisfied with the outcome of the investigation done by the local area Police Commander, you can contact the Directorate of Inspectorate of Services, Rwanda National Police Headquarter’s, Kacyiru-Kigali,Telephone: 08311133, fill an electronic form on the website or the forms put at different public places, or forward your complaint directly to the office of Commissioner General of Police.

Making a Complaint Against the Police

If you would like to make a complaint against the police please follow these simple steps so we can ensure that we get the correct details from you.

You can complain about:

• Police officers of any rank.
  
  • If a friend or relative or any other person has been treated badly by the police, and you are distressed as a result.
  • If you personally have been treated badly by the police or not satisfied by the service provided to you.

How to make a complaint against the police

Complaints against police are usually reported to the local area Police Commanders (Station Commander, District Police Commander or Region Police Commander). You can make a complaint directly to the Directorate of Inspectorate of Services or to the office of the Commissioner General. Whatever the route, all complaints must be recorded by the police and dealt with accordingly.

If you want to make a complaint you can:

• Go to any police station and ask for your complaint to be recorded. 
• Write to the local police authority.
• Contact the Directorate of Inspectorate of Services at: Kacyiru Police Headquarters’, Tel: 08311133
• Write directly to the Commissioner General of Rwanda National Police.

What should your complaint say?

As well as your name, address and contact details, the main things that your complaint should cover are:

• What happened
• When it happened
• Who was involved
• What was said or done
• Whether there were any witnesses other than yourself and the accused police officer
• Where the witnesses can be contacted, if known.
• Details of how the incident took place.

Who can make a complaint against the police

You can make a complaint if you are a member of the public who:

• Has been the victim of the misconduct by a police officer. Misconduct could include a police officer being rude to you or using excessive force. It could also include unlawful arrest or an abuse of your rights. Also it could be dissatisfaction of the service provided to you by any police officer on duty.
• Was present when the alleged misconduct took place, or close enough to see or hear the misconduct, and as a result suffered loss, damage, distress or inconvenience, or was put in danger or at risk.
• Is a friend or relative of the victim of the alleged misconduct, distressed by the effects of the incident on the victim.
• Has witnessed the alleged misconduct.

What happens when I make a complaint?

Providing information

When you make a complaint the police may ask you some questions and ask you to complete a form, or take a statement in order to obtain the full details of your complaint.
If the police does not record your complaint, it has to give you reasons for not doing so.

What happens next?

Will I be kept informed?

You have the right to be kept informed about its progress and the outcomes. The investigator will inform you:

• How your complaint will be investigated.
• What co-operation they require from you, for example supplying a statement and details of any witnesses.
• How a decision will be reached.
• What action will be taken at the conclusion of investigation.

They will also agree with you how often and by which method you would like to be kept informed of the progress of the investigation into your complaint. If you prefer, you can also agree for communication to be through a third party rather than directly between you and the investigating officer.

The end of the investigation

At the end of the investigation, the investigator will inform you of the conclusions of the enquiry.
Possible outcomes could include:

• The investigator may not find enough evidence to uphold your complaint. This does not necessarily mean that you have not been believed, it means instead, that sufficient evidence to prove or disprove the allegation made has not been found.
• The police may decide to improve or amend their procedures in response to a complaint.
• The police may take formal disciplinary or management action against that police officer.

Your case could be forwarded to the Prosecutor who will decide if there is enough evidence to bring criminal charges against the concerned police officer or to the disciplinary committee which will take disciplinary measures against that police officer.