Uniform External Complaint Intake/Management Flashcards
What does the TPS procedures governing the complaint process ensure?
that parties to a complaint are dealt with in a way that is both fair and impartial. The process is designed to be thorough and administered without unnecessary delay. The Service is committed to ensuring that the complaint process is accountable and transparent both to members of the Service and to the public. The Service shall respect the rights of its members and the public it serves.
Who manages the public complaint system for police services in Ontario?
the Office of the Independent Police Review Director (OIPRD) and provides an independent civilian oversight to policing services. The OIPRD receives and manages all public complaints concerning the conduct of a police officer of the Service, or the policies or the services provided by the Service.
Who will determine the final the final disposition of all external complaints?
The OIPRD will determine final dispositions of all external complaints regardless of who investigates the complaint.
Can a member communicate directly with a member of the OIPRD?
No member shall communicate directly or indirectly with any person from the OIPRD unless directed by the OIPRD Liaison Officer. All inquiries and documents shall be directed to the OIPRD Liaison Officer.
How can any member of the public make an external complaint?
A complaint shall be made on an OIPRD form which can be obtained at any Service facility or at the OIPRD website. The OIPRD form can be submitted
electronically, or
by mail, or
by TPS eFax, or
in person (or agent), or
by delivering the OIPRD form to any Service facility.
Complaints about a police officer from another police service and third party complaints will also be accepted in the above manner. A complainant shall be provided with appropriate OIPRD forms and/or brochures to complete and return or submit at their discretion. These forms must be signed by the complainant. The OIPRD will not accept anonymous complaints.
A local resolution must be resolved within how many days?
within thirty (30) days of the complainant reporting to the police 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 Ontario Human Rights Code (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 Police Services Act (PSA) or its Regulations of a less serious nature.
Local resolutions are facilitated by a supervisor and are to be documented on the prescribed OIPRD form.
No record of a local resolution shall be placed in a police officer’s personnel file.
What is a customer Service Resolution
A customer service resolution is an agreement between all parties after an external complaint has been lodged with the OIPRD, but not formalized.
A Customer Service Resolution must be resolved within how many days?
It must be referred by the OIPRD to Professional Standards (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.
What are the two types of informal resolutions?
- 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. - 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.
Supervisor- When attempting to facilitate a local resolution my utilize what options?
discuss the matter with the complainant, and/or
discuss the matter with the respondent officer, and/or
facilitate a discussion between the respondent officer and the complainant, and/or
facilitate an apology from the respondent officer, and/or
refer the matter to mediation which is a third party, off-site meeting, if the complainant, respondent officer and Director of the OIPRD consent
Can the 30 calendar day period for resolving a local resolution be extended?
The thirty (30) calendar day period for resolving a local resolution may be extended for an additional thirty (30) calendar days, upon consent of the OIPRD.
Unit complaint Coordinator - When determining that an OIPRD conduct complaint cannot be resolved by an informal resolution shall prepare an Investigative Report and submit electronically within…
ninety (90) days to the Unit Commander
Unit complaint Coordinator - when required to facilitate a customer service resolution and cannot facilitate it with 45 days shall request an extension from who?
PRS – Complaints Administration
