A lack of communication between officers contributed to the violent disruption of a group of Muslim worshippers at a protest against the visit of the Israeli president, Isaac Herzog, New South Wales police say.

Footage of a group of Muslims being shoved and dragged by police while performing the sunset prayer outside Sydney town hall on Monday sparked widespread outrage.

NSW police say a senior officer had agreed to let the praying finish before moving the men on.

“The senior officer was attempting to relay that message to other officers who were carrying out a move-on direction during what was a noisy, dynamic and fast-moving situation,” a spokesperson said on Friday.

“However, some worshippers were moved on before the message from the senior officer was able to be relayed.”

The police commissioner, Mal Lanyon, has offered a qualified apology, saying the move-on direction was not targeting any religion.

“I have apologised for any offence taken for interfering with that religious process,” he said earlier this week.

The NSW premier, Chris Minns, has repeatedly refused to apologise for the actions of police at Monday’s protest, providing steadfast backing of police who forcibly dispersed the worshippers.

He has also stared down calls for an independent inquiry into police behaviour at the protest.

“I genuinely believe … that NSW police, their leadership, their regular officers, would never, ever have disrupted a prayer service, or individual Australians who were exercising their religion unless it was in the middle of a riot,” Minns said on Thursday.

The leader of Monday’s prayer, Sheikh Wesam Charkawi, said no citizen should need protection from the police, particularly while engaging in worship.

He said he had not been aware that any officer had been spoken to or that there had been any agreement.

“The only remedy to the situation must result in nothing short of an inquiry and consequences. The commissioner is ultimately responsible. Those who made the decisions must step down, resign or be removed from their position,” he said on Friday.

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Mahmud Hawila, a barrister and former police officer, negotiated with senior officer David El-Badawi during the protest to allow the men to finish their prayer, according to the Sydney Morning Herald.

Hawila said police should now release the body-worn video footage from those involved.

“Simple demands – 1. Release the footage. 2. Public apology. 3. Independent investigation,” he said in a post on social media.

Monday’s protest was organised by pro-Palestine groups to coincide with Herzog’s contentious visit to Australia.

The four-day trip was declared a “major event”, unlocking further police powers to search and move on activists across large parts of central Sydney and the eastern suburbs.

Officers were seen pushing, punching and pepper spraying people at the protest, including medics, who said they were violently pushed while attempting to treat the injured.

Five people were taken to hospital after the rally, while nine people were charged.