General Orders 107.03 Citizen Complaint Form

Question 1

Citizen complaints showers all day in the following manner:

Answer 1

Assuring a quick and effective outcome

Question 2

Complaints will be resolved quickly and effectively by personnel at what level?

Answer 2

At the lowest appropriate level

Question 3

All citizen complaint forms will be filled out as completely as possible and forwarded through the chain of command to whom?

Answer 3

Personnel Chief

Question 4

Who determines if further action is needed and reroutes the form to the appropriate division for review?

Answer 4

Personnel Chief

Question 5

A copy of the complaint form will be filed in the Personnel Chiefs office. Complaints found to be sustained will be retained for _______years from the calendar year completed. Complaints Found to be non-sustained will be retained _______ years from the calendar year completed.

Answer 5

Sustained - 5 years

Non-Sustained - 2 years

Question 6

After considering all available information, the investigator will make one of the following determinations:
Unfounded -

Answer 6

The facts alleged are completely false, fact-finding shows no grounds for actions

Question 7

After considering all available information, the investigator will make one of the following determinations:
Not Sustained -

Answer 7

The fact-finding produced information insufficient to prove or disprove the facts of the allegations

Question 8

After considering all available information, the investigator will make one of the following determinations:
Partially sustained -

Answer 8

Part of the allegations are true and the related employees conduct is improper while part of the allegations are not sustained, unfounded or exonerated

Question 9

After considering all available information, the investigator will make one of the following determinations:
Sustained-

Answer 9

Occurred as alleged. A finding of substantial facts in support of reasonable proof, the allegations are substantially true and employees conduct is improper

Question 10

After considering all available information, the investigator will make one of the following determinations:
Exonerated -

Answer 10

The act occurred but was justified, lawful and proper. The facts occurred, but were lawful an appropriate under the circumstances

Question 11

The Glendale fire department will treat the public in a courteous and professional manner. It is the objective of the GFD to regard each complaint as an opportunity to do what?

Answer 11

Improve customer service