Nuku‘alofa — The Tonga Police have issued a public apology and reaffirmed their commitment to professional standards following widespread concern triggered by a viral video involving some of their officers.
The Police statement comes after a video was widely shared on Facebook this week showing a woman expressing frustration at what she described as unprofessional handling of her complaint by police.
She alleged that an officer spoke over her on the 922 emergency helpline while she was trying to report an intruder who had entered her home carrying what she believed was a drug‑related utensil.
She told viewers she feared for her children’s safety as the situation unfolded.
In the footage, viewed by Kaniva News, the woman pleaded with police to improve their public communication and customer‑service response.
She said she was “panicked” and “disappointed” after repeatedly calling the Nukunuku Police Station, only to have no one answer the phone.
The video was widely shared on Facebook, attracting more than 100,000 views and generating over 300 reactions and shares.
In a public notice released on Thursday, the Police Commissioner Geoff Turner reminded all staff that “as frontline public servants, our duty to provide timely, professional, and reliable service is non-negotiable.”
The notice emphasised that customer service lies at the core of police responsibilities and that any failure in this area “undermines the integrity of the entire organisation.”
Police acknowledged that complaints relating to the incident — which circulated widely online — had been received and addressed internally.
The statement assured the public that any lapses in police service are taken seriously and that inappropriate or unprofessional behaviour will not be tolerated.
Members of the public were encouraged to report concerns about staff conduct to the Professional Standards Unit or the Media and Public Relations Unit at Police Headquarters, where complaints will be directed to the appropriate departments for review.
The organisation stated that it remains committed to maintaining public trust, upholding ethical standards, and delivering reliable policing services to communities across Tonga.
The notice also expressed gratitude to the public for its continued cooperation and support.
A full Tongan-language version of the statement was included, reiterating Commissioner Turner’s message that police officers must uphold the values of respect, responsibility, and service, and assuring the public that unprofessional conduct will be addressed.
The notice concluded with contact information for further inquiries, directing the public to the Tonga Police Media & Public Relations Office.
