If you opened a criminal matter in South Africa and feel it has stagnated, you have a formal right to lodge a police case complaint and demand a progress report. When a case is not investigated, the correct step is to escalate the matter through the official South African Police Service (SAPS) command structure before approaching external oversight bodies.
Emergency Notice: If you are currently in immediate danger or a crime is in progress, do not wait for a case follow-up. Call 10111 immediately or visit your nearest police station to seek urgent assistance.
Direct Answer: How to Report This Crime or Open a Case
To complain about a police case not being investigated, follow this structured escalation path:
- Contact the Detective Service Branch Commander: Speak directly to the head of detectives at the station where your case was opened.
- Escalate to the Station Commander: If the Branch Commander does not resolve the issue within a reasonable timeframe, submit a written complaint to the SAPS Station Commander.
- Lodge an Official Service Complaint: Contact the national SAPS Service Complaints Call Centre (08600 10111) or contact your relevant Provincial Service Complaints Secretariat.
- Escalate Externally if Misconduct Occurs: If you suspect criminal conduct, corruption, or severe failure of duty by the investigating officer, you can report the matter to the Independent Police Investigative Directorate (IPID) or the Civilian Secretariat for Police Service.
If you have not yet opened an initial docket and need to understand the basic procedure, review our guide on How to Report a Crime in South Africa.
When to Call 10111 vs Visit a Police Station
Knowing when to use phone channels versus visiting a local facility ensures your complaint reaches the correct team efficiently.
| Channel / Option | Primary Purpose | When to Use |
| 10111 Emergency Line | Immediate police response | Active emergencies, life-threatening situations, or crimes occurring in real-time. |
| Local Police Station | Station-level escalation & case filing | Opening a new docket, speaking to the Detective Branch Commander, or lodging a written complaint in person. |
| SAPS Service Complaints Centre | Formal service delivery complaints | Inaction by investigating officers, failure to communicate case progress, or unprofessional service. |
| Crime Stop (08600 10111) | Anonymous crime reporting | Submitting confidential tip-offs rather than tracking personal docket progress. |
For a comprehensive breakdown of emergency response options, consult our resource on Call 10111 or Go to Police Station and keep key emergency police numbers on hand.
What Information and Documents to Prepare
Having accurate documentation organized beforehand ensures station commanders and service oversight officers can locate your case docket immediately.
Requirements
To lodge an effective escalation regarding an uninvestigated case, ensure you have:
- CAS Number: Your full Crime Administration System reference number (e.g., CAS 123/05/2024).
- Station Details: The exact SAPS station where the case was initially registered.
- Investigating Officer Information: Name and rank of the assigned detective (if provided).
- Identification: Your original South African Identity Document (ID), Smart ID card, or valid passport.
- Follow-up Log: A written log of all dates, times, and names of officers you previously contacted regarding your case.
Documents or Details to Prepare
- Copies of your initial statement or affidavit (if available).
- Copies of any supplementary evidence submitted (e.g., medical reports, photographs, CCTV footage details, receipts).
- Reference numbers from any previous enquiries lodged with the station or call center.
Official Source to Verify
Official procedure guidelines and national escalation contacts can be verified directly on official government portals:
What Happens After You Report the Crime
When you submit a complaint regarding a police case not investigated, SAPS internal management protocols govern how the inquiry moves forward:
[Station Level Escalation]
│
├── Step 1: Detective Branch Commander reviews docket & investigation log
└── Step 2: Station Commander intervenes if docket remains inactive
│
[Provincial / National Escalation]
│
├── Step 3: SAPS National/Provincial Service Complaints Secretariat logs inquiry
└── Step 4: Investigating officer is issued an instruction note / reassigned
│
[External Oversight]
│
└── Step 5: Matter referred to IPID or Civilian Secretariat if gross misconduct occurs
- Docket Audit: The Detective Branch Commander requests the physically filed or electronic docket to inspect the investigating officer’s investigation diary (SAPS 5).
- Directive to Detective: If investigation steps were omitted, the commander issues specific instructions to perform pending investigative duties (e.g., obtaining witness statements, retrieving video footage, or sending forensic samples).
- Reassignment (If Necessary): If the assigned officer is negligent or incapacitated, the Station Commander may reassign the CAS number to a senior detective.
- Formal Feedback: The Service Complaints division or station management provides you with an updated status report on the investigation.
CAS Number, Detective Follow-Up and Case Progress
Your Crime Administration System (CAS) number is the master key to tracking any investigation in South Africa. Without a CAS number, SAPS cannot officially trace your docket.
- Tracking Progress: For routine case tracking guidance, read our detailed guide on SAPS case follow up.
- If You Don’t Have Your CAS Number: Visit the police station where the crime was opened with your ID document and the date/time the incident was reported. The police system can look up the matter by complainant details.
- Station Reassignment Questions: If you move or wonder about territorial boundaries, see Can I Open a Case at Any Police Station to understand how dockets are transferred between jurisdictions.
- Online Filing Options: To check if digital reporting applies to your scenario, review Can I Report a Crime Online South Africa.
Related Police Services and FAQs
Related Police Services
- National SAPS Complaints Line: 08600 10111
- IPID (Independent Police Investigative Directorate): For serious criminal allegations against SAPS members.
- Civilian Secretariat for Police Service: For policy monitoring and systemic service failure complaints.
FAQs
How do I deal with complain about police case not investigated?
Start by requesting a meeting with the Detective Branch Commander or Station Commander at the SAPS station where the case was opened. If you do not receive a resolution, lodge a complaint with the SAPS Service Complaints Centre by calling 08600 10111 or sending an official written statement to your provincial complaints coordinator.
Is reporting a crime free in South Africa?
Yes. Opening a criminal case and filing a complaint about service delivery at any SAPS station is entirely free of charge. You should never be asked to pay any fee for police assistance or docket tracking.
When should I call 10111 instead of visiting a police station?
Call 10111 during active emergencies where immediate police dispatch is required to prevent harm or arrest suspects. Visit a police station to open routine criminal cases, submit physical evidence, or follow up on existing dockets with the assigned detective.
What is a SAPS CAS number?
A CAS (Crime Administration System) number is a unique reference code assigned to a criminal case when it is registered by SAPS (e.g., CAS 45/11/2023). It confirms that an official investigation docket exists and is required for all official follow-ups and insurance claims.