Module 4.5

4.5 Receiving and Recording Complaints Involving Children

Police officers are often the first authority to receive information about a child at risk. Every such complaint must be handled seriously, respectfully and without delay, regardless of who reports it.

Police may receive complaints from:

• the child themselves
• parents or caregivers
• neighbours or community members
• schools, hospitals or institutions
• NGOs or social workers
• anonymous sources

What matters is the safety of the child, not the status of the complainant.

Core Standards

• All complaints involving children must be taken seriously. Officers should listen carefully and avoid dismissing concerns as small, exaggerated or a “private matter.”
• Where a cognisable offence is disclosed, an FIR must be registered in accordance with the law, without unnecessary delay, discouragement or excuses.
• The child and their caregivers should be informed,  in simple words about what will happen next, including safety steps, investigation and referral.
• Where there is clear risk to the child but no immediate criminal offence, the officer must still act  by documenting the concern and referring the case to the appropriate child protection authority or service.
• Complaints must never be ignored or minimised when a child’s safety, dignity or wellbeing may be at risk even when they arise from family or community disputes.

Guiding Principle

When a child’s safety may be at risk, the correct response is action, not dismissal or delay.