6. Operation of the police complaints system 6.1 Visibility and accessibility 42. The police and IPCB should share responsibility for the visibility and accessibility of the police complaints system. The police service’s high profile and frequent interactions with the public place it in the ideal position to promote public awareness of the complaints system, as overseen by the IPCB. 43. Examples of good practice include: ff provision of information about complaints on police publicity materials; ff prominent display of complaints information in all police premises, particularly in custody areas; ff all persons detained in police premises to be informed in writing of how to make a complaint on their release; ff when on duty police officers to carry ‘complaints information cards’ that may be given to members of the public who express dissatisfaction with the police; ff display of police complaints information in public spaces controlled by criminal justice agencies, including prosecution, probation, prison and court services; and ff display of police complaints information in public spaces that do not come under the umbrella of the criminal justice system, including community, advice and welfare organisations. 44. In the performance of their duties police officers come into frequent contact with people from all types of background and the status of a potential complainant may have a bearing on whether or not they have the confidence to engage with the complaints system. Access to the system should be through the police or IPCB. A range of methods should be available which facilitate access for the confident complainant who is fully aware of their right to complain and wishes to deal immediately and directly with the police. The complainant who lacks confidence and would prefer to seek advice and not have direct dealings with the police should also have full and complete access to the complaints system. 45. Complainants should be able to nominate a legal representative, agent or third party of their choice to act on their behalf in all aspects of their complaint. In order to safeguard his or her legitimate interests, financial assistance for legal advice and representation should be available to the complainant. Effective investigation of ill-treatment – Guidelines ► Page 92