24 2.1.7 List of Inspector General of Police (IGP) The following is a list of IGP since Malaysia achieved independence on 31 August 1957: Number Name of the IGP Length of service 1. Tan Sri Sir Claude Fenner 18 September 1958 – 28 March 1966 2. Tun Mohamed Salleh Ismael 29 March 1966 – 31 January 1973 3. Tun Sri Abdul Rahman Hashim 1 February 1973 – 7 June 1974 4. Tun Mohammed Hanif Omar 8 June 1974 – 15 January 1994 5. Tan Sri Abdul Rahim Mohd Nor 16 January 1994 – 7 January 1999 6. Tan Sri Norian Mai 8 January 1999 – 4 November 2003 7. Tan Sri Mohd Bakri Hj Omar 5 November 2003 – 11 September 2006 8. Tan Sri Musa Dato’ Hj Hassan 12 November 2006 – 12 September 2010 9. Tan Sri Ismail Omar 13 September 2010 – 16 May 2013 10. Tan Sri Khalid Abu Bakar 17 May 2013 - 4 September 2017 11. Tan Sri Mohamad Fuzi Harun 4 September 2017 – 3 May 2019 12. Tan Sri Dato’ Sri Abdul Hamid Bador 4 May 2019 – 3 May 2021 13. Tan Sri Acryl Sani Abdullah Sani 4 May 2021 – 22 June 2023 14. Tan Sri Razarudin Husain 23 June 2023 - Latest
25 Figure 5: List of IGP 2.1.8 Biodata of IGP Malaysia. Figure 6: Photo of IGP
26 Tan Sri Razarudin bin Husain born 15 March 1963 is a Malaysian police officer who has served as the 14th Inspector-General of Police (IGP) since June 2023. He served as the Deputy Inspector-General of Police (DIG) from December 2021 to his promotion to the IGP in June 2023. Razarudin joined the police force on 27 December 1982 at the age of 19. He had served as Deputy Commander of Special Task Force on Organised Crime (STAFOC) in 2013. In 2016, Razarudin promoted to Deputy Commissioner of Police and served as Sabah Deputy Police Commissioner. In 2018, Razarudin assumed the post of Perak Deputy Police Chief and in 2019 he served as Perak Police Chief. In 9 September 2020, he served as Director of Bukit Aman Narcotics Crime Investigation Department. In 22 December 2021, he was appointed as Deputy Inspector-General of Police, replacing Mazlan Lazim who later retired on 25 December 2021.[3][4] On 23 June 2023, he was promoted to the Inspector-General of Police, replacing Acryl Sani Abdullah Sani who retired on 22 June 2023 2.2 Organization Profiles An organization profile typically refers to a comprehensive overview of an organization's key information, background, mission, values, products or services, achievements, and other relevant details. It provides a snapshot of what the organization is all about and helps stakeholders, clients, partners, and the public to understand its purpose and offerings.
27 Key components of an organization profile might include: Introduction: A brief introduction to the organization's history, founding, and overall purpose. Mission and Vision: A statement outlining the organization's core mission, vision for the future, and its overall goals. Values: The core values and principles that guide the organization's actions and decision-making. Products/Services: Information about the products or services offered by the organization, including their features, benefits, and how they meet customer needs. Achievements: Highlights of the organization's accomplishments, milestones, and significant achievements. Team: Information about key leadership and staff members, their roles, and their qualifications. History: A historical overview of the organization's development, growth, and evolution over time. Partnerships: Details about collaborations, partnerships, and relationships with other organizations, if applicable.
28 Social Responsibility: Information about the organization's commitment to social and environmental responsibility, sustainability efforts, and community involvement. Contact Information: Ways to get in touch with the organization, such as phone numbers, email addresses, and physical addresses. An organization profile is commonly used for various purposes, such as providing information to potential clients, investors, employees, and the general public. It's a valuable tool for conveying the organization's identity and establishing credibility.
29 2.2.1 PDRM Structure PDRM has 4 layers of organizational structure: Figure 7: (4) Structure PDRM
30 1) Federal Level. Known as the Royal Malaysian Police Headquarters Bukit Aman (Bukit Aman). It is the administrative center of PDRM throughout the country. This is where the office of the Inspector General of Police and other PDRM leaders are located. 2) Contingent Level (State) Known as the Contingent Police Headquarters (IPK) there are 14 Contingents each led by the Police Commissioner for the Sabah and Sarawak Contingents and the State Police Chief for the other contingents. 3) District level Known as District Police Headquarters (IPD). There are 148 police administrative districts across the country. Each district is headed by a District Police Chief (OCPD). The rank of OCPD depends on the size of a police district. 4) Balai Stage Known as the police station. Each police station is headed by a Chief of Police Station (OCS) who has at least the rank of Sergeant and the highest rank of Inspector. There are 837 police stations across the country.
31 2.2.2 The history of the establishment of Buloh Kasap Police Station Figura 8: Before and After (Rumah Pasong to Police Station) According to historical record, the government has built a Pasong House (Police Station) in Buloh Kasap on the bank of Sungai Buloh Kasap in 1905, the head of the first Pasong House was Abdullah bin Mahad who had the rank of Sergent. Abdullah Mahat was given full trust by the government for the purpose of maintaining peace in the Buloh Kasap area because he is an experienced and authoritative officer. The government built the 'Rumah Pasong' by housing 6 policemen including Sergeant Abdullah Mahat himself as Chief. After the outbreak of the second world war, the Buloh Kasap Police Station was closed. In 1969, the Buloh Kasap Police Station was downgraded from a station to a Police Hut. Then, the New Police Station was rebuilt after a few years due to the rapid development and increase in population.
32 2.2.3 Dato Abdullah Mahat Figure 9: Dato Abdullah Mahat Dato Abdullah Mahat was born in 1987 in Kampung Sebatu, Merlimau, Malacca. His father bdul Manan Bin Abdul Samad does village work. His paternal grandfather was from Sumatra, a mixed blood of Baghdad Arab and Bugis blood. While her mother Cik Lembik comes from Malacca Malay descent. Around 1902, the situation in Segamat was not so peaceful and peaceful. A group of robbers led by a leader known as "Ketua Cempiang" has committed various criminal activities including robbing the property of local residents. Seeing that Segamat is increasingly threatened, the authorities in Segamat have requested that Dato Abdullah or Corporal Abdullah be immediately transferred to the Segamat storage house. At that time, he was 27 years old. Corporal Abdullah proved his reliability again when one morning he alone went to the hiding place of the
33 Cempiang leader in the Palong area on the border of Jorak, Negeri Sembilan and Pahang. Now the area is included in the Buloh Kasap area, located about 23 miles from the town of Segamat. As a result of his success, he was promoted to the rank of Sergeant. In 1903, he was transferred to the Pasong house of Buloh Kasap. He was 28 years old at the time. At that time the situation in Buloh Kasap subdistrict was said to be unsafe. As in Segamat, the residents of Buloh Kasap always live-in fear. A group of robbers who use spears and guns as their weapons often threaten the villagers. The robbers have carried out various criminal activities around Buloh Kasap, especially in six villages, namely Buloh Kasap, Tedung, Telok Kelubi, Sanglang, Kuala Paya and Sepinang. The situation is urgent for Dato Abdullah to act decisively and that is the hope of the villagers in the six villages. With the help of his subordinates, Dato Abdullah managed to arrest some of the Chinese robbers. The situation can be restored as usual. 2.2.4 Buloh Kasap Historic Bridge Figura 10: Buloh Kasap Historic Bridge
34 Buloh Kasap Historic Bridge ‘Jambatan Putus’ The Buloh Kasap Bridge was built by the Johor government during the construction of the Federal Road network no.1 from Johor Bahru to Bukit Kayu Hitam. It was built in 1928 and was fully completed in 1936. However, on 15 January 1942, the Allied Forces who were retreating to the south had to blow up part of the bridge during the Malayan War Campaign to block and slow down the advance of the Japanese army to Singapore. Despite being blown up, Japanese sappers repaired the bridge and put it back into use. After the end of the second world war, the bridge was repaired until a new bridge was built next to this historic bridge in the 60s. The old Buloh Kasap Bridge is still there today and is known as the “Jambatan Putus” by the local. This is the bridge built on the Buloh Kasap river where next to it is the ‘Rumah Pasong’ (Buloh Kasap Police Station). 2.2.5 Map of Buloh Kasap Figura 11: Map of Buloh Kasap
35 History The name Bandar Buloh Kasap was taken in conjunction with a type of bamboo that was abundant here when it was first opened. It is said that the bamboo clumps are found in the old base area and the old bridge area and the old Buloh Kasap market. Buloh Kasap is taken from a Malay word that means ‘Bamboo with rough joints’ 2.2.6 Map of Buloh Kasap Police Station Figure 12: Map of Buloh Kasap Polis Station Name of Organization: Buloh Kasap Police Station. Adress: Km 8, JKR 1517, Jalan Segamat – Buloh Kasap, Buloh Kasap, 85010 Segamat Johor Phone number: 07-9441222
36 2.3 Organization Objectives The primary objective of a police station is to ensure public safety and maintain law and order within its jurisdiction. This involves various tasks such as preventing and investigating crimes, responding to emergencies, enforcing traffic regulations, and providing assistance to the community. Police stations also aim to build positive relationships with the community through community policing efforts and proactive engagement, fostering trust and collaboration to address local concerns effectively. My role will be aligned with the organization’s objectives, which typically include: Public Safety: My primary responsibility would be to ensure the safety and security of the public within the designated jurisdiction by preventing and dealing with criminal activities. Crime Prevention and Investigation: I need to contribute to preventing crimes through proactive patrols and community engagement. When crimes occur, I will be involved in investigating them to gather evidence and identify suspects. Emergency Response: I will be part of the team that responds to emergency situations such as accidents, natural disasters, and incidents that require immediate attention. Enforcing Laws:
37 Enforcing local, state, and national laws is a crucial part of the role for each team member, including enforcing traffic regulations and ensuring compliance with various regulations. Community Engagement: Building positive relationships with the community is important. I need to interact with residents, businesses, and community groups to understand their concerns and work collaboratively to address them. Conflict Resolution: I will often be involved in resolving disputes and conflicts, mediating between parties and helping to prevent situations from escalating into violence. Maintaining Order: Keeping order in public spaces, ensuring public gatherings are peaceful, and addressing any disruptions fall under my responsibilities. Education and Outreach: Educating the public about safety measures, crime prevention, and their rights is important. I may conduct workshops, presentations, or engage in community outreach events. Professional Conduct: Upholding ethical and professional conduct is essential, as I represent law enforcement and must maintain the trust of the community. Continuous Learning: Staying updated on new laws, technologies, and best practices in law enforcement is crucial for my personal growth and effectiveness in my role.
38 Finally, my actions as an individual contribute to achieving these broader objectives, helping to create a safer and more secure environment for the community in which I serve. 2.3.1 Royal Malaysian Police Main Policy Section 3(3) of the Police Act 1967 outlines: For the sake of the country's sovereignty and the well-being of the community and the authority of the force, the basic duties of members of the Royal Malaysian Police are: Maintain Law and Order Maintaining the Peace and Security of Malaysia Preventing and Detecting Criminals Arrest and Prosecute Offenders and Collecting Security Intelligence. 2.4 Organization Function The functions of a police station encompass a wide range of General Tasks and responsibilities that collectively contribute to achieving the organization's objectives. These functions include: Complaint Counter Service: Police officer on duty must take any complaint from the public without rejecting or disputing the complaint to be complained.
39 Patrolling: Regularly patrolling the assigned area to deter criminal activity, ensure public safety, and respond promptly to emergencies. Investigation: Conducting thorough investigations into crimes, collecting evidence, interviewing witnesses and suspects, and building cases for prosecution. Emergency Response: Responding quickly and effectively to emergencies, accidents, and incidents that require immediate attention, such as accidents, fires, and natural disasters. Law Enforcement: Enforcing local, state, and national laws, including traffic regulations, to maintain order and uphold the legal framework of society. Community Policing: Engaging with the community, building trust, addressing concerns, and collaborating with residents to prevent and solve problems collectively. Conflict Resolution: Mediating disputes, resolving conflicts, and providing assistance to individuals who need intervention to prevent escalation. Public Relations: Interacting with the media and the public to provide information about ongoing investigations, crime prevention measures, and other relevant matters.
40 Record Keeping: Maintaining accurate records of incidents, arrests, investigations, and other law enforcement activities for legal and administrative purposes. Training and Development: Participating in ongoing training and skill development to stay updated on new techniques, technologies, and legal changes in law enforcement. Administration: Handling administrative tasks such as maintaining equipment, managing budgets, and overseeing personnel to ensure efficient operation of the police station. Crime Prevention: Educating the public about crime prevention strategies, providing resources to enhance personal safety, and working to deter criminal behavior. Evidence Management: Safeguarding and managing collected evidence to ensure its integrity and reliability for court proceedings. Public Assistance: Providing assistance to individuals in need, such as helping lost children, providing directions, and offering support during crises. Collaboration: Collaborating with other law enforcement agencies, emergency services, and community organizations to address complex issues that require a joint effort.
41 These functions collectively form the core activities of a police station, contributing to maintaining public safety, enforcing laws, and fostering positive relationships with the community. 2.4.1 Duties of police officer Section 20 of the Police Act lists the duties of police officers as follows: Arrest all persons whom he is authorized by law to arrest; process security intelligence; conducting prosecutions; to assist in the execution of any laws relating to revenue, excise, hygiene, quarantine, immigration and registration; assist in maintaining order in Malaysian ports and airports, and in enforcing maritime and port regulations; execute summons, subpoenas, warrants, arrest orders and other processes validly issued by any competent authority; display information; protect unclaimed/lost property and find its owner; confiscate stray animals and place them in public enclosures; provide assistance in protecting life and property; protect public property from loss or damage; attend criminal courts and if specially ordered, civil courts, and keep order in it and escorting and guarding prisoners and other persons in police custody.
42 Section 21 is the task of organizing, controlling and maintaining traffic on public roads. 2.4.2 Rank Position in PDRM The Royal Malaysian Police has 17 ranks which are divided into 2 categories, namely the Senior Police Officer group starting from the rank of Inspector up to the Inspector General of Police, and the Junior Police Officer and Constable Group. The following is a list of rank terms found in PDRM: Senior Police Officers Inspector General of Police (IG) Deputy Inspector General of Police (DIG) Commissioner of Police (CP) Deputy Commissioner of Police (DCP) Senior Assistant Commissioner of Police (SAC) Assistant Commissioner of Police (ACP) Superintendent of Police (SUPT.) Deputy Superintendent of Police (DSP) Assistant Superintendent of Police (ASP) Inspector (INSP) Probation Inspector (P/I)
43 Junior Police Officer Sub-Inspector (SI) Sergeant Major (SM) Sergeant (SJN) Corporal (KPL) Lance Corporal (L/KPL) Constable (KONST) Figure 13: PDRM Rank Structure
44 2.5 Organization Strategy/Objective/Vision/Mission The organizational strategy of a police station is a comprehensive plan that outlines the longterm goals, priorities, and approaches to achieve the mission and objectives of the law enforcement agency. While strategies can vary based on specific circumstances, some common elements of a police station's organizational strategy include: Community Engagement: A focus on building strong relationships with the community through community policing initiatives, neighbourhood meetings, and collaborative problem-solving approaches. Preventive Measures: Emphasizing proactive measures to prevent crimes by targeting underlying causes, such as organizing educational programs, workshops, and awareness campaigns. Data-Driven Approaches: Utilizing data analysis to identify crime trends, allocate resources effectively, and make informed decisions for crime prevention and resource allocation. Technology Adoption: Integrating modern technologies, such as surveillance cameras, data analytics tools, and communication systems, to enhance operational efficiency and effectiveness. Resource Allocation: Optimizing the allocation of personnel, equipment, and funds based on the specific needs and challenges of the community.
45 Training and Professional Development: Providing ongoing training and development opportunities for officers to enhance their skills, stay current with best practices, and adapt to evolving law enforcement methods. Collaboration with Other Agencies: Establishing strong partnerships with other law enforcement agencies, emergency services, social services, and community organizations to address complex issues holistically. Transparency and Accountability: Implementing policies and practices that promote transparency in interactions with the public, ensuring accountability for actions taken by officers. Diversity and Inclusion: Focusing on diversity within the police force and promoting inclusive practices that reflect the demographics of the community served. Crisis Management: Developing strategies for effective crisis management and response, including clear communication plans for emergencies and natural disasters. Continuous Improvement: Incorporating feedback from the community, officers, and stakeholders to continually refine strategies and adapt to changing circumstances. Public Perception and Trust: Prioritizing efforts to enhance public trust and perception of the police force through open communication, respectful interactions, and fair enforcement of the law.
46 Ultimately, the organizational strategy of a police station should align with the broader goals of public safety, community well-being, and the fair and ethical enforcement of the law. It guides the actions, decisions, and allocation of resources to create a safer and more secure environment for everyone. 2.5.1 The Vision and Mission of a Police Station The vision and mission of a police station define its overarching purpose and goals. While these statements can vary from one organization to another, here are some examples of what a police station's vision and mission could be: Vision: "To be a trusted and responsive law enforcement agency that fosters a safe and secure community through proactive engagement, ethical conduct, and innovative approaches." Mission: "Our mission is to ensure the safety and well-being of our community by preventing and investigating crimes, responding swiftly to emergencies, and building strong partnerships with residents and stakeholders. We are dedicated to upholding the highest standards of professionalism, transparency, and integrity in all our interactions. Through collaborative efforts and continuous improvement, we strive to create a harmonious and secure environment where every individual can thrive."
47 These statements encapsulate the desired future state (vision) and the fundamental purpose (mission) of the police station. They provide a clear direction for the organization's activities, priorities, and values, guiding its actions to achieve its broader objectives. Figure 14: Vision, Mission and Motto 2.6 Organization Chart Typical organizational chart structure for a police station: Police Chief / Commissioner: The top leadership role, responsible for overall strategic direction, policy formulation, and decision-making. Deputy Chief / Assistant Commissioner: Assists the chief and may oversee specific divisions or units within the organization. Patrol Division: Handles uniformed officers responsible for patrolling and responding to emergencies.
48 Investigations Division: Conducts criminal investigations and gathers evidence. Traffic Division: Enforces traffic laws and regulations, including accident investigations. Special Operations Division: Handles specialized units such as SWAT, K-9, and tactical teams. Community Policing Division: Focuses on community engagement, problem-solving, and building relationships. Support Services Division: Manages administrative functions like training, recruitment, and equipment. Units / Sections: Criminal Investigations Unit: Investigates serious crimes like homicides, sexual assaults, and robberies. Narcotics Unit: Targets illegal drug and vice activities. Cybercrime Unit: Investigates digital crimes and cyber threats. Forensics Unit: Processes and analyses evidence like fingerprints and DNA.
49 Traffic Enforcement Unit: Focuses on enforcing traffic laws and reducing accidents. K-9 Unit: Utilizes trained dogs for tasks like tracking, search, and apprehension. SWAT Team: Handles high-risk situations, including hostage rescues and armed standoffs. Ranks: Sergeants: Supervise and lead groups of officers. Officers: Carry out law enforcement duties on a daily basis. Detectives: Investigate crimes and gather evidence. Specialists: Have expertise in specific areas like forensics or cybercrime. The structure can vary based on the size of the police station, its jurisdiction, and specific needs. This description provides a general idea of how a police station's organizational chart might be structured.
50 2.6.1 Department PDRM is divided into 10 main departments consisting of the Management Department, Criminal Investigation Department, Narcotics Criminal Investigation Department, Logistics and Technology Resources Department, Internal Security & Public Order Department (KDN/KA), Special Branch, Commercial Crime Investigation Department, Integrity Department and Standards Compliance and Crime Prevention and Community Safety Departments and Traffic Investigations and Enforcement Departments. These Departments are headed by Directors with the rank of Police Commissioner. In general, the Management Department is responsible for the management and administration of PDRM. The Criminal Investigation Department plays a role in the investigation of criminal cases and carries out the arrest and prosecution of offenders, the Narcotics Criminal Investigation Department assumes responsibility for the investigation and prosecution of case related to the problem of drug distribution and abuse, the Commercial Crime Investigation Department carries out investigations , arrest and prosecute white-collar criminals, the Department of Strategic Resources and Technology as a department that supports PDRM in terms of finance, supplies, weaponry and others, the Department of Internal Security & Public Order as the 'operational wing' of PDRM, the Special Branch as a department which is responsible for the collection of security information and intelligence and the Traffic Investigation and Enforcement Department is responsible for enforcing traffic, summons and investigations and prosecutions involving road users.
51 2.6.2 Department / Divisions in the administrative structure under an IPD. 1. Management Department – Responsible for the management and administration of PDRM. Welfare Branch Training and Sport Branch Licensing Branch Police Stations 2. Logistics and Technology Resources Department – As a department that supports PDRM in terms of finance, supplies, weaponry and others. Branch of Telecommunications and Information System Transport Branch Armament Branch Asset Supply Branch Finance Branch 3. Criminal Investigation Department – Plays a role in the investigation of criminal cases and carries out the arrest and prosecution of offenders. D13 – Data Bank Inquiry D5 – Legal Investigation/Court/ Detainee Escort D1 – Administration D11 – Sexual Investigation of Women / Children D4 – Criminal Intelligence D6B – Section K-9 D9 – Special Investigations
52 D6C – Technical Assistance D7A – Gambling/ Vice/ Gangsterism D7B – Detention/ Prevention/ Surveillance 4. Special Branch – As a department which is responsible for the collection of security information and intelligence Political Case Social/Religious/ Extremist Case Protective Security Case Economic Case/ External Threats 5. Narcotics Criminal Investigation Department – Assumes responsibility for the investigation and prosecution of case related to the problem of drug distribution and abuse. Intelligence/ Operations/ Detention Investigation 6. Internal Security and Public Order Department (KDN/KA) – As the ‘Operational Wing’ of PDRM Gerakan Branch Escort Guard Branch DCC Branch – District Control Center 7. Commercial Crime Investigation Department – Department carries out investigations, arrest and prosecute white-collar criminals. 8. Crime Prevention and Community Division – Fostering community engagement, promoting crime prevention strategies, and working with residents and local organizations to address and reduce crime in their neighborhoods. This section focuses on proactive measures
53 to improve public safety and build positive relationships between law enforcement and the community. MPV Branch URB Branch 9. Integrity Department and Standard Compliance – Investigation of allegations of misconduct, corruption or ethical breaches within the police force itself. They strive to ensure that officers adhere to high standards of integrity and ethics. 10. Traffic Investigations and Enforcement Departments – Responsible for enforcing traffic, summons and investigations and prosecutions involving road users. Enforcement/ Traffic Control Suit Management 2.6.3 Management Department (IPD Segamat) Management Department Welfare Branch Training and Sport Branch Licensing Branch Police Stations
54 Figure 15: IPD Segamat Police Station Administration is included under the Management Division. There are eight Police Stations under the Management Division in the administration of IPD Segamat. There are 8 stations under the administration of IPD Segamat which are: 1. Balai Polis Segamat. 2. Balai Polis Labis. 3. Balai Polis Tenang. 4. Balai Polis Chaah. 5. Balai Polis Bekok. 6. Balai Polis Buloh Kasap 7. Balai Polis Batu Anam. 8. Balai Polis Jementah
55 2.6.4 Buloh Kasap Police Station Figure 16: Buloh Kasap Police Station The Buloh Kasap Segamat Johor Police Station is a vital law enforcement institution located in Segamat, Johor, Malaysia. Committed to upholding public safety and maintaining law and order, this organization plays a crucial role in the community. With a team of dedicated officers and support staff, the police station diligently serves and protects residents, responds to emergencies, and conducts investigations to ensure the well-being of the area. The Buloh Kasap police station is a building that serves to house police officers and other staff. The Buloh Kasap Police Station building contains offices and accommodation for staff and vehicles, along with changing rooms, temporary detention cells and interview/interrogation rooms. Buloh Kasap Police Station is headed by the Chief of Police with the rank of Sergeant Mejor. Has 13 police officers including the police chief of the station and a clerk for administrative duties.
56 2.6.5 Administrative Structure Chart of Contingent to District to Police Station Figure 17: Chart of Structure Contingent to District IPK JOHOR •IPD JOHOR BAHRU UTARA •IPD JOHOR BAHRU SELATAN •IPD KLUANG •IPD BATU PAHAT •IPD MUAR •IPD SERI ALAM •IPD NUSA JAYA •IPD PONTIAN •IPD SEGAMAT •IPD KOTA TINGGI •IPD KULAI JAYA •IPD MERSING •IPD LEDANG IPD SEGAMAT •BALAI POLIS SEGAMAT •BALAI POLIS LABIS •BALAI JEMENTAH •BALAI BULOH KASAP •BALAI POLIS TENANG •BALAI POLIS BATU ANAM •BALAI POLIS CHAAH •BALAI POLIS BEKOK BALAI POLIS BULOH KASAP
57 2.6.6 Buloh Kasap Police Station Organization Chart Figure 18: Chart Organization of Buloh Kasap Police Station Chief of Police (OCS) Sergent Mejor Mastika bt. Ramli Crime Prevention Operation Corporal Ahmad Zaki b. Dahlan Guard / Prowler (4) Constabel Simron Elkana Majid Complain Counter Service (4) Constabel Ahmad Izham b. Abu Zar Guard / Prowler (3) Lans Corperal Amirul Izzat b. Azmin Complain Counter Service (3) Constabel Nur Dalila bt. Mohd Johar Crime Prevention Petrol Corporal Hasnida bt. Md Hassan Crime Prevention Petrol (2) Lans Corporal Zikhri Midin Crime Prevention Petrol (3) Constable Ahmad Nor Irfan b. Tahar Crime Prevention Patrol Corporal Muhd Nazren b. Roselan Guard / Prowler (2) Constabel Amirul b. Azzami Complain Counter Service (2) Lans Corperal Douglas Raut Guard / Prowler (1) Lans Corporal Muhd Azril b. Omar Complain Counter Service (1) Corporal Norkamila Idayu bt. Mohamad Misran Administrative Assistant (Clerical Operations) Norsikin bt. Kamarudin
58 CHAPTER 3: CLIENT CHARTER
58 3.1 Client Charter A client charter is a document or declaration issued by an organization or service provider that outlines their commitment to providing certain standards of service to their clients or customers. It typically includes information about the services offered, service standards, response times, and the rights and responsibilities of both the provider and the client. Client charters are often used to enhance transparency and accountability in client-provider relationships. A client charter can be important for government organizations like the Royal Malaysia Police (PDRM). Here's why: Transparency: A client charter helps in providing transparency about the services and standards that citizens can expect from government agencies like PDRM. It outlines the specific services offered and the level of service quality citizens can anticipate. Accountability: Having a client charter holds the organization accountable for meeting the stated service standards. If these standards are not met, citizens have a clear basis for complaints and feedback. Improved Service Delivery: By setting clear service standards and goals, government agencies can strive to improve their service delivery, which ultimately benefits the public.
59 Citizens' Rights and Expectations: A client charter can outline citizens' rights and expectations when interacting with the organization, helping to ensure fair and consistent treatment. Benchmarking and Improvement: It provides a benchmark against which the organization can measure its performance and make necessary improvements. In summary, while not mandatory, a client charter can be a valuable tool for government organizations like PDRM to enhance transparency, accountability, and service quality in their interactions with the public. Figure19: Example of Charter from PDRM
60 3.2 Description of Quality Services The quality service duty of a police officer involves several important aspects: Public Safety: Police officers are responsible for ensuring the safety and security of the public. They respond to emergency calls, patrol neighborhoods, and take action to prevent and address criminal activities. Community Engagement: Building positive relationships with the community is essential. Police officers should engage with the public, attend community meetings, and work collaboratively with residents to address concerns and build trust. Law Enforcement: Upholding and enforcing the law is a fundamental duty. This includes investigating crimes, making arrests when necessary, and gathering evidence to support criminal cases. Conflict Resolution: Police officers often mediate disputes and handle situations that require conflict resolution skills. They aim to de-escalate tense situations and prevent violence. Crime Prevention: Proactive policing involves identifying and addressing potential sources of crime. This might include neighborhood watch programs, education initiatives, and working with other agencies to tackle the root causes of criminal behavior.
61 Professionalism: Police officers are expected to maintain a high level of professionalism at all times. This includes adhering to ethical standards, respecting the rights of individuals, and conducting themselves with integrity. Training and Development: Continuous training is crucial to keep officers updated on the latest laws, technologies, and best practices in law enforcement. This ensures they are well-prepared to handle a variety of situations. Crisis Response: Police officers are often the first responders to various crises, including accidents, natural disasters, and emergencies. They play a vital role in coordinating responses and providing assistance. Documentation: Accurate record-keeping is essential. Police officers must document their interactions, investigations, and incidents to maintain transparency and support legal proceedings. Community Education: Educating the public about crime prevention, safety measures, and how to report suspicious activity is part of a police officer's role in promoting public safety. Overall, the quality service duty of a police officer involves not only enforcing the law but also building trust, maintaining professionalism, and working collaboratively with the community to create a safer and more secure environment for all.
62 3.3Major Customer and Segment Markets/Client’s responsibility Major customer and segment markets" refers to the primary groups of customers or target market segments that a business or organization identifies as its key focus for selling products or services. This concept is important in marketing and business strategy development. Here's a brief explanation: Major Customers: These are the most significant individual clients or organizations that make substantial purchases from a company. Major customers often account for a significant portion of a company's revenue. Businesses may provide tailored products or services to meet the specific needs of these key customers. Market Segments: Market segments are groups of customers who share similar characteristics, needs, or preferences. Businesses often divide their target market into segments to better understand and cater to the diverse preferences and requirements of different customer groups. This segmentation can be based on factors such as demographics, psychographics, behavior, or geographic location.
63 Identifying major customers and market segments allows businesses to: Tailor their products or services to meet the specific needs and preferences of different customer groups. Allocate resources more effectively by focusing on the most lucrative market segments. Develop targeted marketing strategies and messages to reach different customer segments. Enhance customer relationships by providing personalized experiences to major customers. Monitor and analyse the performance of different segments to make informed business decisions. By understanding their major customers and market segments, businesses can optimize their marketing efforts and better serve the diverse needs of their customer base, ultimately leading to increased sales and customer satisfaction. Client Responsibility: Customers have several responsibilities when interacting with businesses or service providers. These responsibilities are essential for maintaining a positive and productive customer-provider relationship. Here are some common customer responsibilities:
64 Payment for Products or Services: Customers are responsible for paying for the products or services they receive in accordance with the agreed-upon terms and conditions. Timely payment is important to ensure a fair exchange of value. Communication: Customers should communicate their needs, preferences, and concerns clearly and respectfully to the service provider. Effective communication helps the provider understand and meet the customer's expectations. Honesty and Fairness: Customers are expected to provide accurate information and be honest in their dealings with service providers. This includes providing truthful feedback and reviews. Compliance with Terms and Policies: Customers should familiarize themselves with the terms, policies, and contracts associated with the products or services they use. It is their responsibility to adhere to these agreements. Respect and Courtesy: Treating service providers and their staff with respect and courtesy is important. This includes being patient, understanding, and polite in interactions. Feedback and Improvement: Customers can contribute to the improvement of products and services by providing constructive feedback. Sharing positive experiences and concerns helps businesses enhance their offerings.
65 Privacy and Security: Customers should take precautions to protect their personal information and data when using online services. This includes using strong passwords and following recommended security practices. Resolving Issues: If a problem or dispute arises, customers have a responsibility to engage in a constructive and respectful manner to seek resolution. This may involve contacting customer support or following established grievance procedures. Ethical Behavior: Customers should engage in ethical behavior when using products or services. This includes refraining from fraudulent activities, such as attempting to deceive or misuse services. Responsible Consumption: In cases involving products or services that may have health or environmental impacts, customers should use them responsibly and in accordance with safety guidelines. It's important to note that the specific responsibilities of customers can vary depending on the nature of the product or service, the industry, and local laws and regulations. Responsible and respectful behavior from both customers and service providers is crucial for a harmonious and mutually beneficial business relationship.
66 3.3.1 Major Customer and Market Segment in the Police Force. In organizations like the Royal Malaysia Police (PDRM), the concept of "major customers" and "market segments" is not typically used in the same way as in commercial businesses. However, there are similar principles and considerations related to the delivery of public services and community engagement: Community Segmentation: Instead of traditional market segments, law enforcement agencies often focus on different communities or areas within their jurisdiction. They may assess the unique needs, challenges, and demographics of various communities to tailor their services and community policing efforts accordingly. Service Prioritization: While PDRM serves the entire population, they may prioritize services and resource allocation based on the level of crime, safety concerns, or specific events in different areas. High-crime areas or regions with specific security needs might receive more attention and resources. Public Engagement: Building relationships with the community is essential for law enforcement agencies. They engage with various community groups, organizations, and leaders to foster trust, gather information, and address community-specific concerns.
67 Specialized Units: Within a police force, there may be specialized units that focus on particular areas of law enforcement, such as traffic management, drug enforcement, or cybercrime. These units may have specific areas or types of cases they prioritize. Crime Prevention Programs: Law enforcement agencies often implement crime prevention programs targeted at specific issues like domestic violence, youth crime, or drug abuse. These programs are designed to address the needs of specific groups within the community. So, while the terminology and approach may differ from commercial businesses, law enforcement agencies like PDRM do adapt their services and strategies to the unique characteristics and needs of different communities and areas within their jurisdiction. The ultimate goal is to provide effective and responsive public safety services to all citizens. 3.3.2 Client’s Responsibility in the Police Force As a responsible customer or citizen when receiving services from a police station or law enforcement agency, your responsibilities include: Compliance with the Law: Abide by the laws and regulations of your jurisdiction. Avoid engaging in illegal activities or actions that may require police intervention.
68 Respectful Behavior: Treat police officers and staff with respect and courtesy. Maintain a calm and cooperative attitude during interactions. Cooperation: Cooperate fully with police officers during investigations, interviews, or any lawful requests. Provide accurate and truthful information as requested. Emergency Calls: Use emergency phone lines (such as 911 in the United States) responsibly and only for genuine emergencies that require immediate police assistance. Reporting Crimes: Report crimes, suspicious activities, or safety concerns promptly to the police. Provide clear and accurate details to aid in their response. Evidence Preservation: If you are a victim or witness to a crime, take care not to disturb potential evidence until law enforcement arrives. Preserve the scene and cooperate with investigators. Privacy and Rights: Be aware of your rights when interacting with the police, including the right to remain silent and the right to legal counsel. Exercise these rights when appropriate.
69 Feedback: If you have concerns or feedback about your interactions with the police, provide this information through appropriate channels, such as internal affairs or complaint procedures, to help improve police services. Community Engagement: Participate in community policing efforts and neighborhood watch programs, if available. Collaborate with law enforcement and fellow community members to enhance safety. Education and Awareness: Educate yourself and your community about crime prevention strategies and safety measures. Encourage proactive steps to reduce crime. Support for Lawful Actions: Support the police in their lawful actions to maintain public safety and uphold the law, even if it means witnessing or reporting criminal behavior. Emergency Planning: Be prepared for emergencies by having a plan in place for your family or household. This includes knowing how to contact the police during non-emergencies and understanding local emergency procedures. It's important to remember that law enforcement agencies are there to serve and protect the community. Responsible and cooperative behavior from citizens contributes to the effectiveness of these agencies in ensuring public safety and maintaining the rule of law.
70 3.4 Overview of organization’s business and its activities Police officer in the general duty at a police station is responsible for a wide range of activities related to law enforcement and public safety. Here's an overview of their typical duties and responsibilities: Patrolling: Police officers conduct regular patrols in their assigned areas to deter crime, ensure public safety, and respond quickly to emergencies. This involves both foot and vehicle patrols. Figure20: Crime Prevention Patrol Form URB Emergency Response: They respond to emergency calls, accidents, and incidents requiring immediate police assistance. This includes providing first aid, securing crime scenes, and ensuring public safety during emergencies. Crime Prevention: Officers work to prevent crimes by maintaining a visible presence in the community, interacting with residents, and addressing potential safety concerns.
71 Figure 21: ‘Amanita’ Petrol Investigations: They conduct initial investigations at crime scenes, gather evidence, interview witnesses, and prepare reports. In more complex cases, specialized investigators may take over. Arrests: When necessary, police officers make arrests based on evidence and legal procedures. They ensure the rights of suspects are upheld during the arrest process. Figure 22: Arrested by the Police
72 Traffic Management: Enforcing traffic laws, conducting traffic stops, and responding to accidents are common tasks. Officers may issue citations, provide traffic direction, and investigate DUI incidents. Figure 23: Women Police Traffic Community Engagement: Building positive relationships with the community is vital. Officers attend community meetings, engage with residents, and address concerns to foster trust. Public Safety: They provide assistance during public events, crowd control, and maintain order during large gatherings or protests. Documentation: Accurate record-keeping is essential. Officers document all interactions, investigations, arrests, and incidents in detailed reports. Court Appearances: Police officers may be required to testify in court as witnesses in criminal cases, providing evidence and testimony to support prosecution.