Public Compliments/Complaints Process
How to file a compliment
If you have had an experience with the Calgary Police Service or any of its members that you feel is worthy of compliment, we would like to hear from you. There are a number of ways to compliment a member of the Police Service:
- Contact the member's supervisor directly by telephoning the appropriate area.
- Call the Professional Standards Section at 403-206-5904 and a sergeant will document your experience.
- Contact the Office of the Chief by telephone at 403-206-5900 or by letter.
All compliments are sent to the member's supervisor and the member.
What can a citizen complain about?
- the on-duty actions of the Chief of Police
- the on-duty actions of any police officer
- the quality of service provided by the Calgary Police Service
Note: Complaints about off-duty conduct may be considered when there is a connection between the conduct and the police officer's position
The complaint process
The Calgary Police Service is required by the Police Act to investigate all public complaints. Investigations can be either informal or formal.
Informal resolution
The complainant and the Citizen Complaints Unit sergeant should discuss how the complaint might be resolved. The most common approach is the use of supervisor intervention.
Supervisor intervention
- The officer's supervisor is made aware of the complainant's concerns. The supervisor speaks with the complainant, the officer named, any other people with information and reviews any relevant information.
- The supervisor attemps to resolve the situation.
- This process provides most complainants with a timely and appropriate response to their concerns.
- Matters not satisfactorily resolved may proceed to mediation or formal investigation.
Mediation
- The Calgary Police Service retains the services of qualified mediators if all parties volunteer to attend.
- A face-to-face meeting is usually held with all parties. The process allows the issues to be discussed under the guidance of a neutral party.
- If all matters are addressed, the complainant will be invited to sign a complaint withdrawal.
- Matters not satisfactorily resolved may proceed to formal investigation or, if appropriate, some other form of informal resolution.
Formal investigation
- The formal investigation process is reserved for the most serious complaints or those that cannot be resolved in any other manner.
- These complaints must be in writing and signed by the complainant.
- Allegations of a criminal nature normally go directly to this stage for investigation.
- Many of these files are investigated by the Internal Affairs Unit. These investigations often take six to eight months or more to complete.
How to file a complaint
Who can make a complaint?
Anyone who has concerns about the actions of a police officer or the service provided by or the policies of the Calgary Police Service may file a complaint.
Third-party complaints are rarely appropriate because of the need for first hand evidence about the complaint. The person directly affected must be involved in the process. However, third-party complaints may be permitted under certain conditions, such as when the third party is the parent of a child under age 18 or legal guardian of the person directly affected by the actions of a police officer.
How do you make a complaint?
Telephone the Professional Standards Section at 403-206-5904, fax to 403-265-9870 or visit:
Calgary Police Service
Professional Standards Section
701, 100 - 4th Avenue S.W.
Calgary, Alberta
or write to:
Calgary Police Service
Professional Standards Section #811
133 - 6th Avenue S.E.
Calgary, Alberta
T2G 4Z1
or attend any police district office.
What do I include in the complaint?
- place, date and time of incident
- names, addresses and telephone numbers of any witnesses
- names or badge numbers of the officers involved
- any numbers on police vehicles
- also describe what took place and what statement or actions the citizen is concerned about
- include all photocopies of any documents issued during the incident
- do not send original documentation
How will your complaint be handled?
A sergeant in the Citizen Complaints Unit will contact you to clarify your concerns.
Depending on the nature of your complaint and how you wish to proceed, the complaint may be put forward to informal resolution, mediation or formal investigation.
You wll be informed about its progress until the complaint has been resolved and you are notified of the outcome.
Persons who wilfully make false statements are subject to charges under the Criminal Code of Canada and/or civil court procedures.
Who decides the outcome of a formal investigation?
The Chief of Police decides the outcome of the complaint. A complaint:
- may be proven in its entirety
- may be proven in part
- may not be proven
- may be dismissed as unfounded or because it is so trivial it does not constitute police misconduct
When a complaint is proven in whole or in part, the Chief may:
- issue a written warning which is placed on the officer's personnel file
- order a disciplinary hearing when the matter is more serious
The Chief of Police will send a letter informing the complainant of the decision, the reasons for it, any action that needs to be taken and the right of the complainant to appeal the decision.
Can you appeal the Chief's decision?
If you are not satisfied with the decision of the Chief of Police regarding the conduct of a police officer, you may appeal that decision by writing to:
Secretary
Alberta Law Enforcmenet Review Board
4th floor, 10365 - 97th Street
Edmonton, Alberta
T5J 3W7
If you are not satisfied with the decision of the Chief of Police concerning police service or policies, you may appeal that decision by writing to:
Executive Director
Calgary Police Commission
#650 - 615 Macleod Trail S.E.
Calgary, Alberta
T2G 4T8
The complainant has 30 days to appeal from the day they were advised of the Chief's decision.
Resources
- Calgary Police Commission
- Complaint Form
Updated: Wednesday, July 8, 2009 1:40 PM