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'Mystery shoppers' will test out police

The Coffs Coast Advocate

NEW South Wales Police will be sending 'mystery shoppers' into police stations from today to test customer service.

And the move has angered the Member for Coffs Harbour Andrew Fraser, who told the Coffs Coast Advocate yesterday that rather than wasting money on mystery shoppers, NSW police should be given more resources.

Mr Fraser said that in any business 'whether a Government business or a retail business, they want customer service feedback', but he added that any business that is understaffed will have a lower level of customer service because of staff stress.

“There is acknowledgement across the board that officers are stressed,” said Mr Fraser.

“Rather than waste money on mystery complainers we need more police.”

The program's sponsor, Assistant Commissioner Catherine Burn told a Sydney newspaper at the weekend that each enquiry is being made at random, and no one is being targeted of individually judged.

Ms Burn said that the program isn't about integrity testing or catching people out. The fake complaints that will be made to police stations across the state will involve day-to-day scenarios and problems for the officers to deal with.

Some officers have hit out at the program saying it is deliberately designed to catch officers out and put them under even more stress and pressure.

Officers also fear that they 'mystery shoppers' will tie up vital resources and waste time with their fictitious complaints.



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