Complaint Resolution – Benefits and Process

Complaint Resolution – Benefits

The main goal of Complaint Resolution is to provide complainants and police officers an opportunity to engage in a process where they can share their perspectives and find common ground with the aim of coming to a resolution agreement between both parties. Some of the advantages of this process include:

• Ability to play a more active role in resolving your complaint and having direct input into the outcome;
• Ability to be heard and to share your perspectives, concerns and the impact the incident had on you;
• Allows for the opportunity to get answers to questions you may have about the incident;
• Quicker resolution of your complaint;
• Completely confidential.

Many complainants report that they are more satisfied with the outcome of their complaint and are able to reach a more meaningful resolution of their complaint after participating in the Complaint Resolution process. This is because complainants are able to take part in the process and have a direct impact on the outcome. This results in a formalized resolution that reflects and addresses your concerns as a complainant.

Complaint Resolution enhances community policing by improving upon the relationship between members of the public and the police, one relationship at a time. Successful resolutions can have a positive impact on the participants’ families, friends and the community as a whole.

Complaint Resolution – Process

Complaint Resolution is a method for parties to resolve a complaint. Complaint Resolutions involve the assistance of a facilitator; usually a trained senior member of the police department. Complaint Resolution is suitable for less serious allegations of misconduct.

• A complaint can only be resolved through Complaint Resolution if both the complainant and the officer consent to the procedure.  Either party may withdraw consent at any time during the process.  If either party withdraws consent, the complaint will continue to be investigated under the Police Act.
• The proposed resolution must be agreed to in writing and include the specific terms of the proposed resolution.
• The Police Complaint Commissioner will review the proposed agreement and consider if the public interest is best served by such a resolution.
• If the Police Complaint Commissioner does not approve the resolution, the complaint will continue to be investigated under the Police Act.