; internal affairs service, internal cleansing, Motu-proprio, Types of complaints, Direct complaints, Case resolution 

This study determined how the Pampanga Provincial Internal Affairs Service perform their roles along the conduct of motu-proprio investigation, receiving direct complaints, handling types of complaints, and case resolution. The study that employed the exploratory sequential mixed methods was participated in by 12 key informants from the Pampanga PIAS and RIAS3 assigned in San Fernando City, Pampanga. The findings of the study revealed that the IAS conduct motu-proprio, automatic investigation on incidents where police personnel discharge a firearm that resulted to incidents such as death, serious physical injury, or any violation of human rights. Moreover, the problems encountered by the IAS included the increase of the administrative cases handled, lack of personnel, non-participative complainants, and legal issues about the non-adoption of the recommended admirative sanctions by the IAS. In addition, a limited number of Pampanga PIAS personnel delays the investigation of some complaints lodged particularly the conduct of motu proprio investigations. Another problem is unavailability of motor vehicle to Pampanga PIAS that adversely affected their mobility and swift response on motu-proprio investigation. Based on the findings, the two (2) conclusions were drawn: 1) The IAS is designated as the institutional watchdog agency for the PNP. It is the lead agency for the PNP organization in the campaign against all forms of misconduct in the PNP. It is accorded with an independent, impartial, objective, an investigative and adjudicatory agency within the PNP. It is empowered primarily to inquire into the state of discipline, efficiency, economy, training, morale and readiness of the PNP. The IAS mat conduct motu-proprio investigation of administrative cases; and 2) Despite the institutionalized IAS, still, it has organizational problems in the lack of technically and professionally equipped personnel to handle administrative cases. Based on the conclusions, the recommendations are out forward: First, the Pampanga PIAS shall create a sustainable program that shall address the behavioral aspects of the personnel as part of its strategic solution to the identified problems. This shall be done by creating a technical working group (TWG) that shall be composed of IAS personnel, members of its advisory council and relevant sectors who will help identify long term solutions to the problems of IAS; second, police personnel shall be provided with refresher course on the POP in the conduct of arrest, search and seizure during police operations for them to fully guided on the proper protocol and standards of police operations to avoid being complained; third, police personnel shall be provided with seminars on Anger Management, Stress Management (AMSM), (MRCD) to strengthen their understanding in dealings with the public; fourth, the Pampanga PIAS office shall be provided with a vehicle which identifies their office to make the police officers aware that a certain office is moving on the road to monitor their actions and recommend measures to further gain public trust to the PNP personnel; fifth, the Pampanga PIAS shall request for additional staff; sixth, the public may use text hotline like Txt 888 for complaints against police officers; and lastly, conduct a review and implementation of the de-escalation protocol in crisis management and critical situation where police officers are made to make immediate decision on the situation.