ACT Policing has found its response to the alleged assault of two young children at Belconnen Mall was not appropriately triaged or prioritised.

Police finalised an internal practices review on Saturday 22 August after previously apologising unreservedly to the children’s family over its response to the incident.

About 1.30pm on Friday 14 August, police allege a man unknown to the children approached them as they walked through the shopping centre with a family member.

The man allegedly knocked over both children before kicking one of them.

One child was taken to hospital and treated for injuries sustained during the incident.

ACT Policing received two Triple Zero calls reporting the alleged assault, but an investigation was not commenced until Sunday 16 August.

An 18-year-old man was arrested later that day and charged with one count of common assault and one count of assault occasioning actual bodily harm.

He appeared in the ACT Magistrates Court on Monday 17 August, where he was refused bail and remanded in custody. He is due to return to court on Thursday 3 September.

Following the incident, ACT Policing launched a review into its response.

The review found the matter “was not appropriately triaged or prioritised” and therefore did not receive the timely police response it warranted.

It identified opportunities to improve training and operational call-taking processes within the police Communications Centre, particularly around the assessment, escalation and prioritisation of incidents.

ACT Policing said it had begun work to address the findings and improve its response to urgent calls for assistance.

Police said they remained committed to ensuring Canberrans could contact police “in the right way at the right time” and that Triple Zero remained available for emergencies.

ACT Policing said it would not comment further on the circumstances of the alleged offending while the matter remained before the court.