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Complaints Process

This chart is an overview of what happens, and when, in the public complaints process. Each complaint is look at individually and is handled according to the Police Services Act and related regulations, the OIPRD’s Rules of Procedure and the Director’s discretion.

Text Version

1. Complaint is submitted, either:
(a) Directly to the OIPRD
(b) At a police station or detachment and forwarded to OIPRD

2. Optional: Customer Service Resolution – Provides an opportunity for complaints and respondent officers to voluntarily resolve a complaint before it is formally screened in under the PSA.
(a) If successful, the complaint is closed
(b) If unsuccessful, the complaint proceeds to screening

3. Screening
(a) Complaint is screened in, or
(b) Complaint is screened out and closed

4. Investigation by police service
* Informal Resolution or Informal Resolution via mediation may be requested during investigation.
(a) Allegations unsubstantiated, or
(b) Allegations substantiated less serious, or
(c) Allegations substantiated serious

OR

4. Investigation by OIPRD
* Informal Resolution or Informal Resolution via mediation may be requested during investigation.
(a) Allegations unsubstantiated. Complaint closed, or
(b) Allegations substantiated less serious and sent to chief for informal resolution or penalty, or
(c) Allegations substantiated serious and sent to chief for disciplinary hearing and decision

** Complainants may not request a review (appeal) of an investigation conducted by OIPRD.

5. OIPRD reviews investigative report

6. Complainant may request a review (appeal)
(a) OIPRD confirms decision, or
(b) OIPRD substitutes decision for that of chief’s

7. Decision
(a) Allegations unsubstantiated. Complaint closed, or
(b) Allegations substantiated less serious, sent to chief for informal resolution or penalty, or
(c) Allegations substantiated serious, sent to chief for disciplinary hearing and decision