Abstract
This paper summarises key features of contemporary police complaints systems in Australia and New Zealand, and compares these features against the findings and recommendations of inquiries into police conduct. It also compares complaints systems against the results of surveys of three stakeholder groups - the public, complainants and police - regarding their expectations and experiences with complaints systems. The views of other groups are also canvassed, including police unions and legal groups. The main issues addressed are internal vs. external investigation and adjudication of complaints, and formal investigations vs. informal resolution. The paper concludes by proposing a model system designed to prevent misconduct, ensure stakeholder confidence, maximise participant satisfaction, and satisfy procedural and restorative justice criteria.