If You Build It, They Will Come: Consequences of Improved Citizen Complaint Review Procedures

This study tests the hypothesis that when law enforcement agencies make improvements in their citizen complaint review procedures, a likely consequence is more complaints. Findings from a survey of 700 law enforcement agencies suggest that improvements in citizen complaint procedures result in a higher incidence of complaints. Additionally, certain combinations of citizen complaint review procedures are highly associated with the incidence of complaints. Two recommendations are made: (a) researchers and policy makers need to be attuned to the fact that more complaints will be filed when complaint procedures are reformed, and (b) law enforcement agencies need to be “careful what they ask for;” a higher complaint rate, although a desirable consequence of improved complaint review procedures, could result in unanticipated consequences.