Report on the Performance of the Activities of the National Preventive Mechanism for 2019 1.2. THE POLICE SYSTEM 1.2.1. PROTECTION OF CITIZENS’ RIGHTS, INCLUDING PERSONS DEPRIVED OF THEIR LIBERTY, IN POLICE TREATMENT 14 Complaints to the Ombudswoman During 2019, we acted in 122 cases, both on the basis of complaints and on our own initiative, concerning omissions in policing practice, unprofessional and unethical conduct towards citizens, as well as overstepping police authority in procedures involving the use of force and resulting in deprivation of liberty. When it comes to using means of coercion, complaints suggest that the police overstep their authority most frequently during the arrest and when overcoming resistance. In line with ECtHR case-law, in such cases an effective and independent investigation has to be conducted, with the role of the state attorney's office particularly important, as it has to examine all the allegations and determine whether an investigation should be initiated. An effective investigation should also be conducted when the use of firearms leads to severe bodily injuries, as in cases of woundings of irregular migrants, when the SAO initiated an investigation and made inquiries at the scene of the incident. In addition to an effective investigation, it is necessary to continue to warn and educate police officers about applying the safety-first rule when using firearms, in order to avoid accidental firing and endangering human lives. In addition to the independent investigation conducted by the Croatian State Attorney's office when there are allegations of police overstepping their authority in a way that might constitute a criminal