“…One focuses on the practical functions of the process and, in particular, on complainants' needs and experiences (Maguire and Corbet 1991, Landau 1996, Learch 1998, Strudwick 2003, Waters and Brown 2000, Smith 2001. A second considers the need for external involvement in the police complaints system and the difficulties inherent in achieving such involvement (Goldsmith 1991, Goldsmith and Lewis 2000, Porter and Prenzler 2012, Prenzler et al 2013, Prenzler and Ronken 2001, Savage 2013a, 2013b. While acknowledging the importance of both bodies of work, this article seeks to introduce a new approach.…”