13-02 Appendix B - Police Officer External Complaint Process

Question 1

13-02 Appendix B - Police Officer External Complaint Process are for complaints when?

Answer 1

Before April 1, 2024

Question 2

Customer Service Resolution

Answer 2

A customer service resolution is an agreement between all parties after an external complaint has been lodged with the
OIPRD, but not formalized. It must be referred by the OIPRD to PRS, be resolved within forty five (45) days of the date of
notice to PRS, and involve a complaint that meets one of the below criteria:
* dealing with personal property, other than money or firearms, or
* failing to treat a person equally, other than violations based upon the prohibited grounds in the Human Rights Code,
or
* using profane language, or
* acting in a disorderly manner, or
* neglect of duty, or
* failing to work in accordance with orders, or
* failing to make a report or record entry, or
* conspiring and abetting to commit any of the above, or
* contravening any provision of the PSA or its Regulations of a less serious nature.
Customer service resolutions are facilitated by a supervisor and are to be documented on the prescribed OIPRD form.
No record of a customer service resolution shall be placed in a police officer’s personnel file.

Question 3

An informal resolution is an agreement between all parties after a complaint has been lodged with the OIPRD and
involves conduct that is deemed less serious.
There are two types of informal resolutions:

Answer 3

1. Informal resolution occurs during the investigation
   When a complaint is lodged directly with the OIPRD, the substance and nature of the complaint is not initially
   established by police. The investigating supervisor may then resolve the complaint by way of an Informal Resolution
   Agreement. An investigative report is not required.
2. Informal resolution occurs after the investigation is completed
   After an investigation, when a completed investigative report has been forwarded to the OIPRD, the OIPRD may
   suggest that an informal resolution is an option; which may or may not involve unit level discipline.
   Informal Resolutions are facilitated by a supervisor and are to be documented on the prescribed OIPRD form.
   No record of an informal resolution shall be placed in a police officer’s personnel file