Customer Service Resolution

The OIPRD’s Customer Service Resolution (CSR) program provides an opportunity for complainants and respondent officers to voluntarily resolve complaints before they are formally screened under the Police Services Act.

Voluntary Confidential Process

CSR is a voluntary, confidential process where the parties exchange perspectives to understand what happened, discuss their concerns and take an active part in resolving the issues. CSR is an option for less serious complaints. Examples may include:

  • Incivility
  • Miscommunication
  • Aggression
  • Improper use of authority
  • Improper charge
  • Failure to lay a charge
  • Unfair or biased treatment
  • Damage to property

The OIPRD reviews a complaint before it is formally screened to determine whether it is suitable for CSR. If so, the complainant, the respondent officer and the affected police service are offered the option of resolving the complaint through CSR.

The complainant, the respondent officer and the police service must all agree to attempt CSR. If they do not agree, the complaint is returned to the screening process where it is either screened in for an investigation or screened out.

Participating in CSR

If all parties agree to CSR, an experienced facilitator (usually a member of a police service’s professional standards branch or a senior officer designated by the police chief or OPP Commissioner) will help the complainant and the respondent officer resolve the matter.

In most CSR matters, the professional standards officer facilitates a meeting and a discussion between the complainant and the respondent officer. The meeting may take place at the police station or at another mutually acceptable location. Consideration is given to any perceived power imbalance and accommodations are made for the complainant’s preferences when possible.

CSR may also be achieved with the assistance of a mediator.

If an in-person meeting is not possible, or if the complainant prefers not to meet in person, a telephone discussion may take place.

In some cases, the facilitator may have separate discussions with the complainant and respondent officer. The facilitator then informs both the respondent officer and the complainant of the opinions and perspective of the other party and attempts to achieve a common understanding or mutually satisfying resolution. This type of “shuttle” discussion can only happen with the consent of both parties.

If a complaint is successfully resolved by CSR, the parties sign a resolution agreement, which is reviewed by the OIPRD. If the OIPRD does not approve the agreement, the complaint enters the screening process. If the OIPRD approves the resolution agreement, the complaint is closed as “resolved by CSR.”

If CSR is unsuccessful, the complaint will be screened in for an investigation, or screened out.

The Customer Service Resolution process is expected to take less than 45 days.