Criminologist: Police need SOP to keep victims, complainants informed

New Straits Times

05-05-2025

GEORGE TOWN: A leading criminologist has called for police to introduce a formal standard operating procedure (SOP) that mandates regular updates to complainants and victims of crime.
He said there is currently no clear-cut, publicly established SOP.
Datuk Dr P. Sundramoorthy from Universiti Sains Malaysia's Centre for Policy Research said, doing so, would position the police as a forward-thinking, community-oriented institution.
He suggested four key recommendations: mandating scheduled updates at predefined intervals (example: every 30 days) during active investigations, designating a liaison officer or case officer responsible for communication with each complainant, leveraging digital tools such as SMS notifications, email updates, or a secure online portal, and providing clear closure communication when cases are classified as "no further action" (NFA).
"By adopting these measures, the police can enhance its service delivery, rebuild public trust and align with international best practices, ultimately reinforcing the principle that justice must not only be done, but must also be seen to be done," he told the New Straits Times.
He said, indeed, there were many complaints about this matter in general.
Elaborating, Sundramoorthy said, in Malaysia, members of the public who lodged police reports especially in criminal cases, expected transparency and consistent communication from law enforcement authorities.
He said while the police operate under internal procedures, there is currently no clear-cut, publicly established SOP that mandates regular updates to complainants or victims of crime.
"Although, over the years, there have been directives as per Inspector General's Standing Order (IGSO), the absence of consistent implementation and monitoring contributes to frustration, erosion of trust, and a negative public perception, particularly when investigations appear prolonged or inconclusive," he added.
Under the current practice in Malaysia, upon filing a police report, complainants are given a copy of the report (Report A) and, in some cases, contacted by the Investigating Officer (IO) for additional information.
Beyond this initial contact, there is no mandatory requirement for police officers to provide systematic or scheduled updates.
Section 107A of Malaysia's Criminal Procedure Code (CPC) does grant complainants the right to request information on the progress of a case.
Sundramoorthy said, however, this provision does not require proactive communication by the police.
"Consequently, complainants often find themselves having to follow up persistently, which may result in feelings of neglect or dissatisfaction.
"If the police are to implement a formal and mandatory SOP requiring regular updates to complainants whether in writing, via phone, or digital communication, it will greatly enhance the transparency and accountability of the institution. More importantly, it will reflect a culture of respect and empathy toward victims of crime.
"The public is generally realistic in understanding that not all criminal cases can be solved due to various limitations, including lack of evidence or uncooperative witnesses.
"However, complainants are often deeply appreciative when they are simply kept informed of developments, even if there is no major progress. The act of consistent communication alone fosters trust, promotes goodwill, and contributes positively to the image of the police," he said.
A review of practices in civil democratic societies reveals how proactive communication with complainants and victims has become a hallmark of modern policing:
In the United Kingdom, under the Victims' Code, police are obligated to provide updates at least every 28 days during ongoing investigations. Platforms like "TrackMyCrime" allow victims to monitor their cases online.
In Canada, the Canadian Victims Bill of Rights guarantees victims access to information about their cases.
Police departments such as the Royal Canadian Mounted Police (RCMP) and the Toronto Police Service operate Victim Services Units to ensure regular contact and support.
In Australia, Victoria Police implements a Victim Contact Policy that mandates regular engagement with victims, especially in serious crime cases. Officers receive training to communicate compassionately and effectively.
In the United States, many American jurisdictions offer automated notification services like VINE (Victim Information and Notification Everyday) and embed victim advocates within police departments to provide continuous updates and support.
Sundramoorthy said these examples demonstrated that a structured approach to communication was not only achievable but also critical to maintaining public confidence in law enforcement.