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Police told to reveal standards on public calls

Police Scotland should provide details of the service the public can expect to receive when they call the force in a non-emergency situation, says a report.

Guidance should also be given to police call centre staff setting out the quality of service they should provide to the public.

The advice was made in the Review Of Legacy Inspection Recommendations by Her Majesty's Inspectorate of Constabulary in Scotland.

The review assessed whether the single force has implemented historical recommendations made in inspection reports dating to 2008. Of the nine historical recommendations inherited by Police Scotland in April last year, only one, relating to call handling, has been "refreshed for further action".

Derek Penman, of HM Inspectorate of Constabulary in Scotland, said: "Given the major changes to call-handling arrangements across Scotland and the rationalisation of police control rooms, we believe information on the level of service the public can expect to receive in relation to call-handling should be developed by Police Scotland and made available publicly.

"The service standards should contain enough detail for the public to understand what Police Scotland can and cannot do in various circumstances."

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