Open and Transparent Quality Mark 2016/17 and 2017/18

Devon and Cornwall Police and OPCC service standards

The Police and Crime Plan contains a commitment to improve public access to the police, the response provided to those who contact the police, and the information that is easily available to people about policing in their local area.

The plan also makes a commitment that victims receive the support they need, when they need it.

It is important that people understand the service that they can expect in each of these areas.

Therefore, the Police and Crime Plan included a requirement for the chief constable to publish initial service standards that make clear what the public can expect when they contact the police. Performance against these standards will be monitored by the Office of the Police and Crime Commissioner (OPCC).

Devon and Cornwall Police service standards

Contacting the police in an emergency

  • We will aim to answer emergency 999 calls within 10 seconds.

Contacting the police in a non-emergency

  • We will aim to respond to your on-line contact to or via our on-line crime reporting system within 24 hours.
  • We will respond to your written correspondence within 28 days and where the matter is protracted, update you, at least, every 28 days.
  • We will aim to answer non-emergency 101 calls within 30 seconds
  • We will provide a timely, professional, caring and courteous service to both priority and non-priority calls into our enquiry centre.
  •  We will listen to you and take your concerns seriously.

Local policing

You will be able to easily find up to date information about your local policing team, how to contact them and what they are working on through our neighbourhood level websites.

You can expect to find out:

  • Who is in your local policing team
  • Opportunities to meet the local team
  • How to contact them
  • Information about local policing priorities

We will share more information on police action and activity in your area.

We will publish regular information about what is happening in your neighbourhood and across the Force.

We will continue to develop further service standards to support the connectivity plan, including social media, engagement and feedback to people who report information.

We will ensure that all published information will be easily accessible to all our communities

Victims and witnesses

We will make sure that victims are well supported and are kept informed of progress in their case.

We aim for all victims to have their needs assessed and given details of the support which is available to them through our Victim Care Unit.

Adhering to the standards set out in the Victims’ Code, we aim to support victims of crime according to need and to keep them updated about the progression of their case.

We will fully comply with the standards set out in the Witness Charter and aim to provide all the witness entitlements in each case regardless of outcome.

OPCC service standards

In an emergency do not contact the OPCC

All emergencies should be notified to the relevant emergency service through the 999 emergency number.

Contacting the OPCC

You can contact the OPCC by telephone on 01392 225555 (during normal office hours), by email at, and by post at The Office of the Police and Crime Commissioner, Andy Hocking House, Alderson Drive, Exeter, EX2 7RP.

When you contact the Office of the Police & Crime Commissioner in writing, we aim to acknowledge your written correspondence within three working days and to respond in full within 28 days. Where the matter is protracted, we will update you at least every 28 days.

Local connectivity

Through our website, you can find out about:

  • Your OPCC Community Link Officer
  • Regular information about the OPCC’s work including local projects and initiatives.
  • When the PCC is visiting your area

We will ensure that all published information will be easily accessible and understandable to the public