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02:33Good evening Trinidad and Tobago and welcome to Beyond the Tape.
02:36My name is Whitney Husbands.
02:37Today is finally Friday, Friday the 5th of July to be exact.
02:42Now, when we think of customer service in Trinidad and Tobago, what comes to mind?
02:47Many times it feels like it's a terrible experience and it is across the board.
02:53But what does customer service look like within the TTPS?
02:58That will be the discussion today.
03:00And of course, you will have an opportunity to talk to us, interact with us, and let us know your thoughts on the customer service.
03:06Because this is a new unit that was implemented within the TTPS and we'll find out more about that.
03:11Now, this evening I'm always pleased to have a female join the show and I'm always excited, of course.
03:18Now, with us I'd like to welcome Public Information Officer Inspector Michelle Lewis here with us.
03:24Inspector, good evening. How are you?
03:26Good evening, Whitney, and good evening to all of the audience. It's a pleasure to be here. I'm good. How are you?
03:30You look fantastic. I'm good. I'm good.
03:32And likewise?
03:33So that means with customer service you have to look a certain way, correct?
03:37Yes, you have to be pleasant to the eye.
03:39Be pleasant to the eye.
03:40So let's talk a little bit quickly about the initiative behind the customer service unit that is now being, I don't want to say implemented,
03:48because it has been there, but more information is being put out to the public.
03:53Correct. So customer service, as you know it, basically is to assist someone and to help someone, to give information to people.
04:02And so the Trinidad and Tobago Police Service, we provide a service, right?
04:06So the human resource and what we provide to the public is a service.
04:10And so customer service is what we give and that is what bar we want to raise.
04:15And so it's an evolving thing.
04:17Yeah, because I saw from before what I was reading the reason for changing the police force to police service,
04:25because force was more so showing aggression and control and dictatorship versus working together
04:32and really supplying the right service from the TTPS, correct?
04:37Yes, and so even when you look from 2008, I will take it, when we started with the one door policy,
04:43that was to ensure that anybody in Trinidad and Tobago, regardless of where you are, you can go into any police station and make a report.
04:49That was customer service, reaching you wherever you are when you have to make a report.
04:54So last week, when we launched the customer service unit, what we added to that is the app where persons can go online now,
05:02persons can utilize their cell phone when they go into a station, download the app and give feedback information to the service that you provide.
05:14So quickly, with this app, because I know, is it that persons could use their cell phones in a police station?
05:21Yes, they can.
05:22They can, but to what extent?
05:24When I say so, I know, is it that to record, can I record in a police station?
05:29No.
05:30On the phone, or record the conversation we are having, not like the actual video, but the audio side of it.
05:35Could we do that as civilians?
05:37So persons, so you're outside making a report, an officer and persons generally will do that outside, but inside the station, it's a no.
05:46The app really is for you to be able to get to the customer service survey that you can give us feedback in the type of service that you have received.
05:55So there are three ways in which the public can give us feedback in relation to the service that you have received.
06:01And the reason why we want the feedback, Whitney, is to be able to enhance our service, to better, to improve, and so we need that.
06:10We need to monitor and evaluate on a continuous basis.
06:13So there are three ways in which we can do that.
06:15Firstly, you can go onto the TTPS website, tttps.gov.tt.
06:20You go into contact, you will see customer service, and then you can go there on the privacy of your desktop at home or wherever you are, and you can follow that and tell us what type of service you have received.
06:31It might be commendable, or it might be a complaint we want to know.
06:36Then you can go to the police station.
06:38And you would have realized that recently we had where the commissioner of police launched the customer service unit, and behind the commissioner, the executive actually, you saw where we had these customer service boxes, and on those boxes is the QR code for the app.
06:56Now, we know that in Trinidad and Tobago, not everybody takes RV.
07:00And so to be able to reach everybody, we still have to have the traditional way.
07:05I was going to ask, I'm like, that is so data.
07:08No, it is not just about that.
07:10And so it is more than that, and than just what people have taken and run with.
07:17Yeah, even when I, I'm not going to lie, even when I saw it, I'm like, what are you doing with this?
07:22But what I understand, you're trying to accommodate everyone in your society.
07:26Of course.
07:27And persons who are not embracing technology to that extent.
07:30So no one will be left out.
07:31Correct.
07:32So we can get feedback from everyone, anyone, at any time, at any place, anywhere, at any time.
07:38So it provides for that.
07:39So the box has the hard copy of the survey, the forms.
07:43That you can fill out.
07:44That's right.
07:45And then on top of the box has the QR code that you can scan with your cell phone.
07:49Go back in the vehicle or wherever you're going and give us the feedback.
07:53And of course, online on our website, you get the feedback.
07:56We can get the feedback.
07:57So there are different ways that the customer service unit would be monitoring and paying attention to the service that we provide as a police service.
08:07Yes, well, I realize you're stressing on the service.
08:10But persons I know within the TTPS, there are civilians that work within the TTPS as well.
08:15Yes.
08:16With this new unit, revamped?
08:19Yeah, you can use the word revised, revamped, enhanced.
08:23Enhanced unit.
08:24And the initiative that is being advertised and put out there for the public to know, where really and truly does the complaints go to?
08:34Is it two civilians working within the TTPS?
08:36Or is it the TTPS dealing with the complaints?
08:39So within the community-oriented policing section, there is a customer service unit.
08:46And that unit, which comprises of police officers, will be monitoring the feedback that is received from the public.
08:54And then they would collect that information and pass it to the commissioner.
08:58Now, in some cases, it's a commendation.
09:00And we need for the officers to know that.
09:01Yes.
09:02That they have done good service.
09:03That they have given what we asked for.
09:04And you must be notified of it.
09:06And then in other cases where it is not a good report and it's a complaint, it may be caused for disciplinary.
09:14It may be caused for criminal and otherwise.
09:17And so when that comes to the commission of police, that information is directed to the particular unit.
09:23Be it complaints unit, be it professional standard bureau as the case may be.
09:27We look at the entire survey, the remarks that we receive, and it is treated accordingly.
09:33And this is geared towards what exactly?
09:35When you get the feedback from the public, may it be a positive one or even complaints, what is going to be used with this information?
09:42We want to know that we are reaching our target.
09:44We want to know that we are building public trust and confidence.
09:48We want to know that in building that public trust and confidence, it will help to reduce crime and the fear of crime.
09:54Because you can be an informant.
09:56I will use the word informant.
09:57But if you share information and partner with the TTPS, we are able to reduce crime.
10:02You will feel comfortable coming to me and saying, officer, so-and-so is the case.
10:06You know, they're doing so-and-so and so-and-so.
10:08So it builds the public trust and confidence.
10:11And it will cause the police service now to be able to reduce crime at an even more quicker rate because of that.
10:17And, of course, winning out some of the bad apples.
10:20Of course.
10:21Which is most important.
10:22Well, in the police service as an organization, we are one of the few that actually does it and makes it very public.
10:27Yeah, but we have to.
10:28In the world.
10:29Because transparency.
10:30In the world.
10:31Because I guess it's a culture.
10:32I tend to focus on my country more than observing others.
10:35Yes, we will pull examples.
10:37But we are in our space, our home, and we have to see what works for us.
10:43And, of course, in this case, we are able to build the trust that we want with not just myself but other citizens with the TTPS.
10:51You know, though we as an organization have put that information outside there, there is a good and a bad to it.
10:57So it shows that, yes, we are able to treat with persons, officers who are broke.
11:02But it also shows that our integrity is also being compromised.
11:08And the level of professionalism and high standard required of that as the officer of a police constable is now being put to question.
11:16Because the more officers that we have that are placed before the open court show that definitely the product that we are getting on the outside from the society to bring inside is not such a good one sometimes.
11:29Well, it's not the fault of the TTPS.
11:31It's just a reflection of the citizens, the country.
11:34Because the people that are in the position that you're in and other positions, not just the TTPS, but throughout the different sectors, it comes from the population.
11:46Yes, it does.
11:47So the heads will be a reflection of the people which are the citizens.
11:51It is so important that parents continue to maintain a good relationship and instill strong moral and spiritual values in their child because that child is going to be a product that we want to use in society in a good way.
12:06Of course.
12:07And so that's important.
12:08Yes, we need to go to the headlines at this time.
12:10Let's see what made the headlines today.
12:21Thank you.
12:51And we are back.
13:03Now, Inspector, what is the main objective of this initiative that the TTPS is really putting out there for the public to understand that we want us involved?
13:16We are not going to hide it.
13:19Of course, it's public, but we are also the type of organization that come out and say, yes, we have done something wrong.
13:24Yes, we're not so good in particular areas.
13:26So, yes, we know that our customer service is not at the level that we want it to be.
13:31Yes, yes, yes.
13:33And we are treating with that.
13:35And we are showing the public that we are treating with it.
13:38We are not happy as an organization of where we are and the service that we give to the customers.
13:44Because sometimes you come, something will happen to you, you are a victim of an offense.
13:49And so you're coming out to the police and you feel sometimes like if you just become a deeper or greater victim because of how some officers can cause you to feel.
13:58You're terrible at times.
14:00No, it happens.
14:02We're not going to deny it.
14:04And so with the community, the customer service policy, and all that is within the policy, it guides the officer.
14:11So what has been happening recently, knowing that this launch is to take place, we have had officers going to the different divisions, sections, and branches.
14:20And about over 1,350 officers have been so retrained and revised in relation to what is expected of you.
14:31Because we know as a human being, you need that refreshment.
14:34You need to continuously be helping and reminding and stuff like that.
14:38And so within that document, it guides the officer of what is expected.
14:42So you realize I usually would document now.
14:44So the commission and the police services, in particular when it comes to customer service and satisfaction to the customer.
14:51And so that document and that policy guides the officers in relation to their behavior, the modes of conduct, the way they speak, their body language, and all of that.
15:01So that means an officer cannot say, I didn't know.
15:04Correct.
15:05So that means you didn't read.
15:06Well, no.
15:07I didn't read.
15:08I didn't read these.
15:09We're doing the training now.
15:10Yeah.
15:11But I mean, apart from the training, there are guidelines that they have to follow, which they're given to read.
15:15Correct.
15:16No, we always had the policy.
15:17Not always, but the policy came into effect in 2022.
15:20Okay.
15:21And so we knew it was there.
15:22But indeed, we kind of take it for granted that every officer is fully aware of it and are aware of the content of it.
15:27So they don't check their emails?
15:29It is possible that sometimes, because it's a document, it's a 46-page document, and it could be that sometimes you read part of it, you put it down with the practical.
15:38Police work is continuous.
15:40Yes.
15:41It doesn't have some breaks sometimes, right?
15:43So we want to be fair and ensure that you get that level of training and development so that when we have launched, fully launched, in terms of all the stations, all the officers, that this is what we require of you.
15:56And so we are putting you on a fair footing.
15:58Now, it's not that we are targeting our own, but we definitely need Whitney to increase our customer service and what we provide and give to the public.
16:07Now, with Shafaq, clearly you all are seeing that and trying to treat with it.
16:11Now, with this said initiative, where does this come in when it comes to the recruits who are now at the barracks and they have to go through the process of becoming a police officer and the training?
16:24Is that being implemented from early now?
16:26Yes.
16:27So this, it is.
16:28So this policy is introduced to the officers, the recruits in the academy from that stage.
16:34And so the output now would have this entire, even before, but police service is 10,000 strong.
16:41And so it is important that ever so often we train.
16:45Now, within the policy document, there is also remedial.
16:50So where a supervisor have observed that the behavior of an officer is going down and what is expected, he can refer that person for that remedial training and development to make sure that the standard within the organization is maintained.
17:07Yes.
17:08That's really, really important.
17:10We're really working, Whitney, to fix it.
17:13And I'm believing that from you.
17:15I'm hoping that the officers also embrace it and read the document.
17:19Is it 46 pages?
17:2046 pages.
17:21But with the training, it makes it more interactive because, you know, we use all the technique and all that.
17:25I understand.
17:26But their books, especially when they had to do their exams, it was more than 46 pages.
17:30But don't answer that.
17:31We'll take a break.
17:32We'll come back.
17:33We'll come back.
17:34We'll be back.
17:38We understand the importance of good customer service.
17:42Better police-citizen relationships.
17:46Crime prevention in the form of youth interventions.
17:50Increased trust for law enforcement officers in the communities.
17:54And faster detection and solve rates for crime.
17:58The Trinidad and Tobago Police Service is committed to delivering excellent customer service to all citizens of Trinidad and Tobago and protecting and serving them with pride.
18:12The Trinidad and Tobago Police Service is committed to delivering excellent customer service to all citizens of Trinidad and Tobago and protecting and serving them with pride.
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19:27The Trinidad and Tobago Police Service continues to work at making your customer service experience exceptional.
19:35At any station throughout Trinidad and Tobago, having interacted with a member of our organization, locate the customer service box in the reception area and use your smart device to scan the QR code and read the service receipt.
19:52Your concerns will be reviewed by our customer service unit secretariat and will be addressed.
19:59Both positive and negative feedback is welcomed as we aim to improve the relationship between police and public.
20:08This is your Trinidad and Tobago Police Service working for you.
20:29We have from the TTPS, the public information officer, Inspector Michelle Lewis.
20:34And I want to continue the conversation.
20:36And remember, you could also give us a call at 623-1711.
20:40623-1711.
20:46Thank you, Jackie.
20:48Extension 1992, 1993, and 1997.
20:52Listen, Jackie.
20:55And let's continue the conversation, though.
20:57How important is customer service within the TTPS with this initiative and the objective that you all are putting out there for the public?
21:05Our improved customer service is very crucial to the organization.
21:10As mentioned before, we provide a service.
21:13And so customer service is very crucial to the delivery to the public.
21:19Remember, when someone comes to the police, they come because they have a problem.
21:23They're not coming to old talk or to gallery as we like to say.
21:26They come in because they have a problem.
21:28And so within the framework of what the TTPS is supposed to do and the service that we are to provide to the public,
21:35in providing, in formulating and collating information and gathering that information and recognizing that,
21:41listen, we have some challenges in this area.
21:44Within the strategic plan of the organization 2022-2024, our first priority is community and stakeholder partnership.
21:54So before, we have five strategic pillars, and that is the first one.
21:59And so it is very important, as you can see, very crucial that the organization, the head of the organization,
22:04meaning the executive, has seen the importance of customer service and that interaction and relationship with the public
22:11to be able to solve crime and reduce criminality in the country.
22:15So if the criminals are of the opinion that the police does not have a relationship with the community,
22:21they will take over the community because they realize that the police can't come there or not talking with these people
22:28and be not sharing information because we can't be everywhere, Whitney.
22:31Okay, which is true.
22:32And so we need the public support.
22:35We need the public engagement, that stakeholder partnership to be able to reduce crime and the fear of crime.
22:40It is very critical to the work that we do in the country.
22:44Now, is this initiative only within the walls of the police station,
22:50or also when the officers are out on duty on patrol with customer service?
22:55Because it could be all well and good when you enter into the station and they're greeted in a certain way
23:01because the way in which they were trained, but when you're on patrol, you're on the beat,
23:05and you have to interact with many persons, maybe under the influence, who just may be ignorant, different personalities.
23:12Does that kick in as well, or is that also used for officers who are on the beat on patrol?
23:18Yes, it is for officers on the beat as well.
23:20I saw your program yesterday, and I saw the woman police outside in Western Division.
23:25Good customer service, straightforward, frank, her face had a smile, she was well attired and everything,
23:31and she delivered good customer service.
23:32She informed you, she advised you, she shared information where you were ignorant about.
23:36She told you what you were going to get your fixed penalty for,
23:40and so the customer service, even now, as you've recognized,
23:43because I heard your comment yesterday, that the officers, so even on the beat, we expect that same thing.
23:50Now, if it is that the police are in hot pursuit of something else,
23:54we don't expect the public to expect an officer, very well.
24:00I understand, but I know you have to say that because sometimes people really believe that
24:06the officers have to do the most extreme in a life or death situation,
24:12and it's like, come on, if you were in the shoes of the officer,
24:18and you're in that situation, it's either your life or the other person's,
24:22you're going to be like, so sir or ma'am, listen to this, I need you to put down the gun,
24:26because this is not something that you need to do at this point in time,
24:29or the person is shooting at you.
24:31Yeah, so the officer's life is at risk, and the other person's life is at risk,
24:34if the officer goes to go with that level of customer service in relation to that situation.
24:39So depending on the incident and the situation, the officer would be able to adapt accordingly.
24:43But of course, as you said, we don't want the public to go ahead,
24:46run away with the idea that you know you're going to be carrying on at a rate outside there
24:51and expecting the officer always to be, you know.
24:54Self-control is important.
24:56Your image and how you carry yourself as a police officer to the public is important.
25:01And that strong presence, we still want that.
25:05I think towards a person as well, even to the civilians, I'll say that as well,
25:08how you carry yourself and how you conduct yourself is also important.
25:12We have a call on the line. Let's take that call. Hello, good evening.
25:17Hello?
25:18Hi, good evening, sir.
25:20Yeah, I'm not hearing you on the phone.
25:22You're hearing me?
25:24Yeah.
25:26Yes. You can go ahead.
25:27Ma'am, first I'd like to commend the officer for being truthful
25:34and for saying that they are wrong in the treatment and they're trying their best.
25:41And so when you go and see him on the program itself,
25:45you'll see a number of them come on,
25:47advising you before your advent itself that, you know,
25:52we've gotten a lot of complaints of saying good people,
25:56and officers answering, and they haven't been addressed in such a way.
26:00And officers come on and they kind of tend to push everything on many topics,
26:06and that has caused a lot of delay over the years.
26:09It's good to see that they're coming to one-to-one with the public
26:14and admitting uncertainties that, you know, you're all young, you know, and so on.
26:20Next thing is that this community thing you're talking about,
26:25does this have any, do you have any idea of something in Gonzales,
26:30the community center in Gonzales?
26:35I guess I've been meeting them, so I've never heard anything happening in Gonzales.
26:40Oh, the town meetings?
26:41Yeah.
26:42Okay, we will find that out for you.
26:43And you may be able to do that in a letter or something like that,
26:46or put something on their phone,
26:48and then speak at things that are announced,
26:50and people need to come out and, you know, that kind of thing.
26:53That's all I have.
26:55Thank you.
26:58Now, you spoke about the complaints,
27:00and it's not being addressed when persons have issues with the TTPS,
27:04and it's obviously commending your way.
27:07You're saying that you're lapsing in certain areas,
27:10but able to be truthful with it and find ways to make it better.
27:15Yeah.
27:16And that is a plus.
27:17Yes, it is.
27:18And the honesty is what persons look for.
27:21And we are happy that the public is seeing our efforts and our transparency,
27:26and so this is one of the things that we want to show the public,
27:29that, you know, you can trust the police.
27:31You know, we are here working with you and work with us,
27:34and we will get there, you know.
27:36One step at a time.
27:37One step at a time.
27:38Sometimes we have to take some leaps and bounds.
27:40In relation to the Tongue Meetings, Port of Spain Division,
27:43they have been having their Tongue Meetings throughout.
27:46So it may not be in a particular station district all the time, so Belmont,
27:51but the Port of Spain Division,
27:54as well as all other divisions throughout Trinidad and Tobago,
27:57we have been having our Tongue Meetings.
27:59And so you can look forward to the flyers on our Facebook page
28:03when the Tongue Meeting is in your area.
28:05Beautiful.
28:06We're going to take a break, and when we come back,
28:07we will take some calls and further discussions about the SED initiative
28:12when it comes to public relations, because it's a part of that,
28:16and, of course, the service that we need from the TTPS.
28:19We'll be back.
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29:30And we are back.
29:31Here's another look at what the TTPS is doing
29:34when it comes to customer service throughout Trinidad and Tobago.
29:37Let's take a look.
30:00Good, right?
30:01So we are a little more mindful.
30:03Yes, sir?
30:04How about goodnight?
30:11I am 3662 WPCR.
30:15This is WPCR Richard.
30:19So we observe that as they're driving on the government roads,
30:23where other persons are driving as well,
30:26they're tired, are very much on.
30:30Defective.
30:32I know that because I see the wires coming up.
30:36Mind you, I am not a vehicle inspector.
30:40But I can say for sure what I am telling you there.
30:44Right?
30:46It's a terrible offence.
30:50What happened to you when...
30:55When that happened?
31:00Two, three weeks ago.
31:05So why are you driving the car like this?
31:10Are you sure this is not the only time you drive the car like this?
31:17I'm sure this is not the only time that you've driven this vehicle like this.
31:23You're tired of stopping.
31:25You have nowhere to go.
31:27And I'm sure the vehicle is not inspected.
31:30Do you have any inspection documents to show me?
31:34In addition to all of that, are you aware that your permit has expired?
31:38Yes, I was working on it.
31:44Yes, why your permit expired and you're driving?
31:51How long has it been?
31:54Eight to nine months.
31:55So you're not supposed to be driving or not?
31:58Because you have no permit.
32:01Your permit has expired.
32:04So the authorisation for you to drive on the nation's roadway has expired.
32:10You understand that?
32:12That's an offence, not a violation.
32:14That is a traffic offence.
32:19I'm sorry to have you all here for so long.
32:22I'm 2662 WBCI from the US and America.
32:26We demand that you all be here because at this present time, every single one of you are driving on the road.
32:35We often hear the excuse that at a point in time it was COVID and since COVID, I have touched my own foot yet and I'm not complaining.
32:47Now, whilst I appreciate all those things, I empathise with you all, I sympathise with you all.
32:55However, you cannot drive on the nation's road with an expired driver's permit.
33:03It is an offence, right?
33:06It's not an arrestable offence.
33:08It means that at this point in time, you are not arrested.
33:10You are not arrested.
33:12I hope that that will change because not too much of you are outside here.
33:18And COVID has expired.
33:20You all have expired since 2021.
33:22You all have expired since 2021.
33:25You are racking up costs.
33:27And you are about to be.
33:30I understand and all.
33:33There is no...
33:35No hearings.
33:37You have to stop driving.
33:38You have to stop driving.
33:40You have to stop driving.
33:42Because the driver with no insurance, they get an accident outside here, they have nothing to compensate me for this procedure.
33:50They have nothing to say about my selflessness.
33:53Because it depends on the insurance.
33:56It depends on whatever financial liability they might have.
34:00You all don't have that luxury because of COVID expired.
34:04Right?
34:05So, I took your information.
34:09I copied all the documents.
34:12I have to summon the third court, right?
34:19I also took your liberty.
34:21I checked in how much you all have.
34:23You have been paid by the government.
34:25You can do that yourself.
34:27When you go on the Licensing Board website, they put in your date of birth.
34:32They put in your driver's permit number.
34:33And you can see for yourself how much points you have.
34:37And when I check further, you can see how much you actually owe the Licensing Authority.
34:44You can pay online or you can go to the city court and pay for it.
34:48Wow.
34:50WPC.
34:52You have to be very wary when I'm driving in the Western Division because, listen, that young lady was very stern.
34:59Yes, she was.
35:01Well informed.
35:02And also was guiding the persons who were breaking the law.
35:07That is correct.
35:09So, what I like about a woman police and how she conducted her traffic exercise together with other officers is that she took the time to explain to them where they went wrong.
35:20And she identified what area of law that they would have breached.
35:25What I also like about her is that when they were giving her excuses, which we do get on the road, we know that it happens.
35:34And so, yes, we do.
35:372021, 2022, you can't say COVID anymore.
35:40No, but I still can't believe it's 2022.
35:43His permit has expired and we're in 2024 now.
35:46Yes, well, remember there was a time when the Ministry of Transport had given quite a leeway for persons because of the backlog and all of that.
35:57So, we really got a lot of excuses in relation to that.
36:00So, you're driving on the road.
36:03You get in a motor vehicle accident.
36:05There's no compensation either way.
36:07You're driving on the road.
36:10This is the rainy season.
36:12We just had a hurricane.
36:13Hurricane, yes.
36:15And storm alert, right?
36:17And your tyres.
36:19Your tyres are smooth.
36:21So, you can get in an accident so that you are driving a vehicle and, right?
36:26Now, I heard quite a couple of traffic violations there.
36:30I'm not too sure if he would have gotten all of that because, well, for one, he doesn't have a valid driver's permit.
36:37But if that driver did in fact have a valid driver's permit, he probably would have lost all his demerit points.
36:43In that one incident.
36:45But in this case, his insurance wasn't up to date.
36:48He had an expired driver's permit.
36:50The vehicle had defective issues with the tyre, the wing mirror was missing.
36:58The inspection, obviously, because he didn't go and get an inspection because there's no sticker.
37:02He couldn't beat that because the sticker wasn't even there.
37:06Right.
37:08So, even if you did and it happened, let's say, yesterday, it's still not helping you really like.
37:13No, correct.
37:15It's more than just one.
37:17It's a really good example for the members of the public to see how different traffic violations and persons driving on the roadway and how people take it for granted.
37:28So, when you are driving on the road yourself, you don't know what is the circumstance with that driver.
37:32And if you get in a motor vehicle accident with that driver who's driving that kind of vehicle, you have no redress really in terms of insurance.
37:41So, Inspector, what are you rating her out of 10?
37:44I think she was well knowledgeable.
37:49I like her energy in terms of how she spoke because she knew she was being recorded, certainly.
37:55Some of the words and some of the things were a tad little, you know.
37:59The sarcasm was there.
38:00Yeah.
38:02So, you have to be careful with that because you don't know how people will receive it.
38:05Yeah.
38:07So, sometimes somebody might just, another officer might have said less, but she went in detail.
38:12And in doing so, she relayed that this is an excuse that she had given me so that anybody hearing would understand.
38:20So, she added some more.
38:22Okay, no problem.
38:24Which may not be necessary.
38:25What I found out today before we go to break that I think I will bring to the public's attention is that because of the reckless driving and the accidents that are taking place, more and more of these accidents happening, and the material for the vehicles are increasing, your insurance has now increased across the board.
38:47I found that out today.
38:49I paid my insurance.
38:51And I'm like, what is happening?
38:53Did I do something wrong?
38:55So, you have to be very careful on the nation's roads because it is putting many people, one, the most important thing is someone's life, and then the expense of your insurance has now increased.
39:08So, something that you needed to know.
39:10If you didn't know, you know now.
39:12We take a break.
39:14When we come back, we'll continue with more.
39:25Just fix it.
39:27And while you're doing that, remember the roof is leaking, the house needs painting, all those kitchen tiles need changing.
39:33So, tell me, Johnny, what about the plumbing?
39:35The driveway needs paving.
39:37Plus, you promised to add a new room to the house.
39:39I find it's about time.
39:41Johnny, fix it.
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40:39We have a call on the line. Let's head to the phone lines.
40:41Hello, good evening.
40:43Hello?
40:45Hello, good evening. Are you hearing me?
40:46Yes, we are hearing you, ma'am.
40:48Okay, good evening to the panel.
40:50Good evening.
40:52It's so great to see, you know, this customer service, you know, especially in regard to the one-door policy.
40:59Because too many times people have been complaining how you go to the office and they send you here, they send you there.
41:05So it's really great.
41:07But I am also concerned about when they're outside because some people have a feeling that they could do to the police what they want,
41:14come up in their face, tell them this, tell them that, and I hope they don't feel now because of customer relationship
41:22that they must continue to do that because, I mean, you know, they shouldn't be doing that.
41:26Because I have gone to police station and I got good customer, you know, but sometimes a lot of people complain.
41:32So I'm happy to see something like that has taken place now.
41:36But still, people must not feel because of that they could continue to treat police how they want,
41:42come up in their face, spit on them and do all sorts of things.
41:46I hope they know that they cannot continue to do this.
41:49So all the best and have a blessed weekend, all of you.
41:52Thank you very much.
41:54Thank you so much. What are your thoughts on that?
41:56Thank you very much, ma'am.
41:58So yes, so if it is a police officer experiences that, the law provides for that and the person can be charged.
42:05So spitting, it's assault.
42:09Of course, and nasty.
42:10Yeah, so yeah, so you think that you're not, but it is an assault and somebody can be charged.
42:16Insultive language, still on the books, somebody can be charged for that.
42:19Obscene language.
42:21Obscene language, the annoyance of persons is a criminal offence.
42:24So an officer is engaging in arresting someone and you are preventing the officer from executing his or her duty.
42:32You can be charged for that as well.
42:34So I like the point that the caller made in relation to persons not thinking that they can just, you know,
42:38be confrontational and do what you want with the police because we are still police officers, still law-abiding
42:45and will utilise the full extent of the law when we are required to.
42:50Now, with this initiative here that we are seeing being pushed more and more on the website, the TTPS website,
42:58on social media, even here right now, the conversation still is that it's almost like the TTPS is becoming a bit soft.
43:05Do you agree with that because of, you know, people perceive the officers to be and they found in the past
43:11they were more aggressive and sometimes they used to do things outside the code of ethics when it comes to being an officer.
43:21But is it that there's a true balance or as the public, some of the people in the public are seeing it as the TTPS is being a bit soft now
43:29in their approach to crime?
43:31The TTPS is not being soft or softer in our approach to crime. We have to adapt as the world changes.
43:39And so you find that now persons' emotional intelligence is critical today.
43:46And so where before persons were not paying attention to people's emotion and how they felt, we now as an organisation have to do that
43:53because it determines the feedback and the outcome of what, you know, we expected in relation to crime and criminality.
44:02So if it is that you say something to me and it is offensive or it rubs me the wrong way, I'm really not going to come to you.
44:12And so the way in which I approach you and the way that I speak to you, even with parenting long time and parenting nowadays,
44:19is totally different because the society has changed and so the organisation has also changed to adapt to that.
44:28You will appreciate that within the organisation we have several sections, branches, units and departments that are equipped to deal with every and anything.
44:37You know the TTPS is like the parents to the citizens?
44:42Yes.
44:43It may some people be like, what parents? No, because you are there to oversee that we don't, I don't want to say do anything wrong,
44:53but to stay in line and in check and that's what parents do.
44:57Yes, and also informing that when you do something wrong, you'll be penalised for that.
45:02And that is what happens in the real world to the young ones who are watching.
45:07It's not just your parents that you have to listen to until you're 18.
45:09You have the laws that you have to listen to until you leave this earth whenever God is ready for you to leave this earth.
45:16And if we can't even abide by those things, the laws of your home, because we have rules and laws at home.
45:23That's right, and that's where it starts, at the foundation.
45:26Yes, when we come out and persons like myself and others, you know, because I'm being transparent.
45:32Yes, yes, and I appreciate that.
45:34I mean, at times I make an excuse or two.
45:39So Whitney, let me ask you now.
45:41So have you at any point in time had any experience where you had to show another side of you to a police officer?
45:48Yes.
45:50I did, because the officer, I guess, didn't like that I didn't give him a blight.
45:55When I say a blight, to come in the next lane.
45:59And I just was like, no.
46:00And I didn't say no like that, but I was driving, so I prevented him from switching the lane.
46:05And he put on the lights and the siren and came behind me.
46:10Well, you know, obviously when you hear that, you have to pull.
46:13He came out of the car and he was like, mom, you see, I was passing here and you don't know what I have to go to.
46:18And you just didn't want me to cross.
46:20I'm like, so this is why you stopped me.
46:22Because, yeah, but you don't know if it's an emergency.
46:25I'm like, the siren would have been on.
46:27So you're trying to say that you don't know what he said.
46:30This was years ago, but something stupidness, he said.
46:33And then I said, you know, you're acting very ignorant.
46:36So what you're trying to say that I act stupid?
46:40I said, no, you're acting ignorant.
46:43I said, it's kind of similar.
46:45He said, that is not the truth.
46:47You don't know the true definition of ignorant.
46:49I said, spell ignorant for me.
46:51Let's start. I, G, mom, just go away.
46:54And that was it.
46:56So you got a level of customer service.
46:58That was years ago, though.
47:00That was years ago.
47:02Yeah, but it's a good example.
47:04I was 19.
47:06My dad was very upset because I tell my parents everything.
47:08But he said, you know, it's the law.
47:10And he's very strict when it comes to my laws.
47:13And even though he was acting in that way, he said, you know, I just added fuel.
47:17You should not have answered.
47:19Well, yes, sir.
47:21Yes, ma'am.
47:22Okay, no problem.
47:24He doesn't like conflict in any way.
47:26But just because you're driving a police vehicle.
47:28And just because you're a police officer.
47:30And the way in which he carried, the way in which he behaved was just so, you know, ignorant.
47:35So you have given us this side.
47:37Now give us another story about a good experience that you had.
47:41With, oh, gosh, well, Belmont Police Station.
47:43It's amazing.
47:45Belmont Police Station.
47:47Just the way in which they interact when you come in.
47:50Even if an officer is there and you acknowledge, you say good evening or good night.
47:53And they will respond.
47:56And especially if you're just there, they will ask, you know, what you came here for?
47:59What you're looking for?
48:01What is the issue that you may have?
48:03I have no issues with any person, well, officer, officers in the Belmont Police Station.
48:09I'll acknowledge them.
48:11I had other instances that was negative.
48:13But that one station, for sure, I don't know if it has changed.
48:16I don't pass by to say, hey, how things going at the station today?
48:20So I went, no, it's only if something happens, you know, that I need the assistance.
48:25That they are really there and they are more helpful to me with my experience.
48:30Okay, good.
48:31So they're very warm.
48:33Yeah, so you see, we got two examples out of you.
48:35One that wasn't so good many years ago.
48:37Yeah, years ago.
48:39And then that one with Belmont was more recent.
48:41So we have instances like that, like you mentioned, because it's real.
48:46It actually happened.
48:47An officer would have been a little excessive in the authority that he has.
48:53And if it is that he did not utilize the siren and so because he has an emergency,
48:57you cannot presume that a driver knows that you have an emergency, right?
49:01No, we know what the law says in relation to the use of the siren and the swivel light as police officers, right?
49:06So it's nothing that we want to abuse.
49:08But still, the officer, as you engage the officer, after a while, you realize that, listen,
49:14in himself, he probably was taking this a little too far and then dropped it in himself, based on what you're saying.
49:20Right, so that level of customer service is not what we're expecting, right?
49:26Because if it is that an officer wants to engage a driver, then you need to be, you know,
49:32you can take another type of approach, right?
49:34So I'm going on all that you have said to me and your side of the story.
49:38Yes, of course.
49:39So you take another type of approach in ensuring that the driver gets what he or she wants to relay
49:47in relation to a marked police vehicle and driving along the roadway, as the case may be.
49:52Because I'm not too sure if he got what he really wanted to say because of the approach.
49:56He was just upset that I didn't give him the opportunity to cross over.
50:00But one balancing point, though.
50:02I can't say who the officer was, but they gave me a nice little blind warning
50:06to go and get my inspection sticker updated and I didn't stick.
50:09Immediately.
50:11That was the same day?
50:13No, no, no, this was another time.
50:15This was in January.
50:17Yeah, they had a roadblock and he saw me and he said,
50:20Oh, it must be on the tape.
50:22You're supposed to know better.
50:24So, yeah, I took heed of that and I tried my best because I said,
50:28I'm not going to stand up here and pretend that I don't face certain situations.
50:33And sometimes it happens.
50:34The unfortunate thing sometimes is when the police recognize
50:39that someone has done some kind of infraction,
50:42they expect the police to always give a blight.
50:46And because the police have given so many blights over the years,
50:50we find that the society, that there is a decay.
50:53Because you just drive it because they figured the police
50:56is not going to give you a fixed penalty notice.
50:58So now that we see officers out there,
51:01and I myself haven't been on the beat already,
51:04but I have had members of the public sit to me
51:07and issue a fixed penalty notice if I'm getting commissioned.
51:11Oh, okay.
51:13Because I'm issuing a fixed penalty notice and the driver had an attitude.
51:19So we do get the experiences out there and as police officers,
51:23our responsibility is to be professional.
51:26Our responsibility is to exercise self-control
51:30and to always have that level of pride in everything that we do.
51:34We have to take a break and when we come back, we will wrap things up.
51:37We'll be back.
52:01along with many other services.
52:03Contact us for more information at 235-54-071.
52:08A community hospital of Seventh-Day Adventists.
52:12Where good private health care is affordable.
52:31Maybe you could afford to pay up to $22,500 in fines
52:36and lose your license permanently.
52:39No?
52:41Then don't drink and drive.
52:44A message from the Trinidad and Tobago Police Service.
53:00All right, Inspector Lewis.
53:02Any other comments you would like to make?
53:04This is the opportunity to do so to the public.
53:07All right.
53:09The policy, the document that we spoke of today,
53:12it does not only deal with the external customers,
53:16but it also looks at the internal customers.
53:20So that we as police officers and the service that we give to ourselves
53:24within the organization is also something
53:27that is going to be monitored and evaluated.
53:30So that, yes.
53:32Okay, well, that's good.
53:34Because then when everyone is happy and pleased in the environment
53:37that they're in,
53:39they'll be able to give better service to the public.
53:42Yes, because it takes a lot of time from a police officer
53:45to be going and following up on this thing and getting bad service
53:48within the organization and different departments
53:50and seeking your own welfare.
53:52And so once the service there is enhanced,
53:54it will cause the time of the officer now
53:57to be directed to something else.
53:59His mind will be more free,
54:01and they're able to give because emotionally, mentally,
54:04and everything, they're better in a better frame of mind.
54:06So this is something that we also want the public to know,
54:09which includes police officers,
54:11that in this plan, in this policy,
54:13it's not just the external that the executive is looking at,
54:16but the internal as well.
54:23So this is important to note.
54:25Because what I'm seeing there is that
54:28it's not just seeking the interests of the citizens,
54:32which are human beings.
54:34But many times, I always mention on the show
54:36that we fail to realize that members of the TTPS
54:39are also human beings as well.
54:41And they're faced with a lot of personal issues
54:43and, as you said, internal issues where they may work.
54:47Yes, and so that is one of the things that we really want.
54:49We really want officers to embrace it.
54:53We know that customer service is nothing new.
54:56It has existed since time immemorial.
55:00As you mentioned, we changed from a police force
55:02to the police service.
55:04And so service and delivery of service has been changing.
55:07And so the organization is adapting to that change
55:10to make sure that we bridge that gap
55:13between the community and the police.
55:16Because, of course, the style will change with time
55:19because every decade or so, people change.
55:25So you have to change with the time.
55:27And that's what the TTPS is definitely trying to do here.
55:30Anything else you'd like to mention
55:32before we wrap things up?
55:34It's always a pleasure to share information with the public.
55:37And so the Trinidad and Tobago Police Service
55:39really appreciates the opportunity.
55:41We want your feedback to be truthful and honest.
55:43And as fair as possible in delivering that feedback.
55:47So that when the officer,
55:49when we get that information,
55:52it is real and it is honest.
55:54Because we don't want to take too much time
55:58trying to figure out if this is a vendetta
56:00that you have against someone or if you're being malicious.
56:03The idea behind this is that we are able
56:05to really treat whatever problem that we do have
56:08and be able to better the situation.
56:10We'd like to thank you so much to the inspector, Michelle Lewis.
56:14And she's the public information officer of the TTPS
56:17for being here.
56:19We appreciate you.
56:21And continue the great work that you all are trying to do.
56:23All you can do is try and listen to the public
56:25and we will do the same to make the relationship better.
56:27All right.
56:29We get ready for news coming up next at 7 p.m.
56:31Get ready for that.
56:33We'll be back next week Monday.
56:35God Spare Life, TNTOG, remember, be pure and just
56:37and have God in your life no matter what.
56:38We're out.
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