Uniform External Complaint Intake/Management

Question 1

According to Procedure 13-02, who will manage and have carriage of ALL external complaints?

Answer 1

The OIPRD – however, they can direct the Service or another police service to investigate the complaint on their behalf

Question 2

Who determines the final disposition of all external complaints regardless of who investigates them?

Answer 2

The OIPRD

Question 3

What is a Local Resolution?

It is an agreement between all parties ____ to an OIPRD complaint being lodged and must be resolved within ___ days of the complaint being reported

Answer 3

prior 30

Question 4

Customer Service Resolution
A customer service resolution is an agreement between all parties after an external complaint has been _____ with the OIPRD, but _________. It must be referred by the OIPRD to ______ , be resolved within ___ 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.

Answer 4

lodged , not formalized Professional Standards (PRS)

45

Question 5

What are the complaint criteria that allow for a Customer Service and Local Resolution

Answer 5

dealing with personal property, other than money or firearms, or

failing to treat a person equally, other that violations based upon the prohibited grounds in the Ontario 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 an entry, or

conspiring and abetting to commit any of the above, or

contravening any provisions of the Police Services Act or its Regulations of a less serious nature

Question 6

Who facilitates a Customer Service and Local Resolution and how?

Answer 6

A supervisor or Unit Complaints Coordinator (UCC) on the prescribed OIPRD form

Question 7

Is a record of an Informal and Customer Service Resolution maintained in a Police Officer’s personal file?

Answer 7

No

Question 8

What is required by an investigating supervisor when an Informal resolution occurs during an investigation and is an investigative report required?

Answer 8

They may resolve by way of OIPRD informal agreement form. An investigative report is not required

Question 9

What is required by an investigating supervisor when an Informal resolution occurs after an investigation and is an investigative report required?

Answer 9

An OIPRD investigative report must be submitted to the OIPRD. The OIPRD may suggest that an informal resolution is an option which may include unit level discipline.

Question 10

Under the Police Service Act, what are offence provisions in regards to filing a complaint.

Answer 10

Harrassment, coercion or intimidation
Intentionally hindering or obstructing or providing false information to the OIPRD or an investigator
Attempts at the above

Question 11

How and when is an officer notified of a complaint?

Answer 11

By way of TPS 649 forthwith when:
There is evidence to support an allegation
The evidence, if believed, would constitute misconduct/substantiated complaint
A respondent officer has been identified

Question 12

What is the requirement of police officers involved in a conduct complaint?

Answer 12

To submit a statement and/or attend an investigative interview

Question 13

Can this statement be used against a respondent officer if a criminal investigation arises from the same incident?

Answer 13

No

Question 14

What rights does the officer have during interview?

Answer 14

The officer has the rights to a lawyer or an association rep unless it would cause an unreasonable delay in the investigation.

Question 15

Is the respondent officer in a conduct complaint, compelled to supply a statement, if the investigation becomes criminal?

Answer 15

No, and if a statement was provided prior to criminal allegations, it will be returned to that officer on demand

Question 16

What is the responsibility of a member when someone asks assistance in filing an external complaint?

Answer 16

Members WILL provide them with assistance and direct them to:
Any service facility the is accessible to the public
The OIPRD office
The OIPRD website
Followed by notifying a supervisor

Question 17

What is required when a complaint is received at a service facility?

Answer 17

Immediately refer the complaint to the OIC.

Question 18

How much time and what is required of an officer involved in an external conduct complaint (non-criminal)?

Answer 18

Within 10 days or otherwise directed, an officer shall provide:
All relevant documents
Memo book entries and tours of duty that are relevant
Submit a complaint response via TPS217
Attend an interview and respond to tall questions related to the complaint in question

Question 19

What is the role of a Supervisor when being made aware of OIPRD complaint?

Answer 19

Establish the nature and substance of the complaint
Provide the complainant with an OIPRD brochure/form
Attempt to resolve by way of local resolution

Question 20

What is the role of a supervisor upon receiving a completed OIPRD form?

Answer 20

Establish the nature and substance of the complaint
Fax the form including attachments to the OIPRD
Attempt to resolve by way of local resolution

Question 21

What is the role of a supervisor when a complainant is unable to complete a form or attend a facility due a disability?

Answer 21

Make every effort in assisting the complainant in completing the form

Question 22

When the complainant suggests an immediate investigation, the supervisor shall?

Answer 22

Notify the OIC, Unit commander or if absent senior Duty Officer at TPOC

Question 23

What options are available to a UCC or supervisor attempting a local resolution?

Answer 23

Discuss the matter with the complainant and/or the respondent officer
Facilitate a discussion between the complainant and the respondent officer
Refer the matter to a third party off-site mediation if the parties involved and the director of the OIPRD consent.

Question 24

Following a local resolution discussion, what is required of a UCC/supervisor?

Answer 24

To make memo book entries of the complaint and actions taken
Complete a TPS 649 with reasons, to the Unit Commander for further assignment to an investigating supervisor if a local resolution cannot be resolved.

Question 25

How much time is allotted to resolve an local resolution by the OIPRD?

Answer 25

30 days and can be extended additional 30 days with consent of OIPRD

Question 26

What is required by a UCC/supervisor when a local resolution is achieved?

Answer 26

make notes of the particulars in their memo book

complete a local resolution agreement and submit it to the Unit commander

Question 27

What is required by the Unit Complaint Coordinator (UCC) daily?

Answer 27

To check the UCC email for new complaints, if applicable.

Question 28

When determining that an OIPRD complaint cannot be resolved, what is required of the Unit Complaint Coordinator?

Answer 28

Provide the respondent Officer with a TPS649 outlining the substance of the complaint
Record the particulars of the notification in their memo book if applicable
Consult with Diversity an Inclusion regarding an alleged violation under the Human Rights Code.
Conduct an investigation and maintain notes
Collect all evidence
If applicable provide a TPS217(complaint Response) and/or attend an investigative interview with the involved officer(s)
Direct officers to provide additional info as required
Notify Unit Commander of all side issues, where they exist, and initiate a separate TPS901 for each.
Liaise with PRS – for timely conclusion to complaint
Complete a 45 day Investigation Status form and submit electronically within 35 days to the OIPRD Liaison officer
Complete a 45 day investigative report and submit electronically to the Unit Commander.

Question 29

When required to facilitate a customer service resolution what may Unit Complaint Coordinator utilize?

Answer 29

− 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

Question 30

If a customer resolution cannot be accomplished, what is required by the UCC?

Answer 30

shall complete a TPS 649 with reasons and forward to the Unit Commander for further assignment to an investigating supervisor, if a customer service resolution cannot be immediately resolved
shall request an extension from PRS – Complaints Administration if the customer service resolution cannot be facilitated within 45 days

Question 31

When a Customer Service resolution is achieved what is required of UCC?

Answer 31

record the particulars of the complaint and actions taken in the memorandum book
complete and submit the appropriate forms provided by PRS

Question 32

If a complaint investigation will exceed 90 days what is required by the UCC?

Answer 32

The UCC shall consult with the OIPRD Liaison Officer and complete an OIPRD Time Extension Request.

Question 33

The OIPRD Liaison Officer will assume all the duties and powers of the ________ in matters respecting an incident under investigation.

Answer 33

Chief of Police

Question 34

The Chief of Police has authorized the ____________ as the OIPRD Liaison Officer

Answer 34

Inspector – Professional Standards (PRS) – Complaints Administration

Question 35

The OIPRD will not accept anonymous complaints

True or False

Answer 35

True

Question 36

Supervisor
When becoming aware of an OIPRD complaint, and having established the substance and nature of the complaint shall
\_\_\_\_\_\_\_\_\_\_\_\_\_\_
and
\_\_\_\_\_\_\_\_\_\_\_\_\_\_

Answer 36

 provide the complainant with an OIPRD form/brochure and information about the OIPRD complaint process
 attempt to resolve the complaint by way of a local resolution

Question 37

OIPRD means

Answer 37

Office of the Independent Police Review Director

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.

Question 38

OIPRD Liaison Officer – Chief of Police Designate
The OIPRD Liaison Officer will assume all the duties and powers of the ________ in matters respecting an incident under investigation. The OIPRD Liaison Officer will coordinate the Service’s response to the OIPRD. The Chief of Police’s OIPRD Liaison Officer must be a _______. The Chief of Police has authorized the ______________ as the OIPRD Liaison Officer.

Answer 38

Chief of Police
Senior Officer
Inspector – Professional Standards (PRS) – Complaints Administration

Question 39

An informal resolution is an agreement between all parties after a complaint has been lodged with the OIPRD and involves conduct that is deemed ___________
There are two types of informal resolutions:
a) Informal resolution occurs __________
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
b) Informal resolution occurs _____________
After an investigation, when a completed Investigative Report (004-0309 OIPRD) 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.

Answer 39

less serious, during the investigation

after the investigation is completed

Question 40

The PSA includes the following offence provisions:
 harassment, coercion or intimidation in relation to a complaint
 intentionally hindering or obstructing or providing false information to the
________ or an __________
 attempts at the above.
This applies to either a _________ or a __________ . No prosecutions of these offences can be commenced without the consent of the ____________

Answer 40

OIPRD or an investigator
police officer member of the public
Attorney General.

Question 41

Statements Pertaining to a Conduct Complaint Involving Criminal Allegations (Respondent)
Where a police officer is designated as a respondent officer in a conduct complaint involving a criminal allegation, the respondent officer may supply the investigating supervisor with a detailed statement concerning the incident, but is ______________.

Answer 41

not compelled to do so

Question 42

Supervisor
Where the circumstances of a complaint suggest an immediate investigation is warranted shall, in addition to receiving the complaint, notify the _________, _____________, or if absent the ________________ .

Answer 42

Officer in Charge, Unit Commander, or if absent, the Duty Senior Officer – Toronto Police Operations Centre

Question 43

The __ calendar day period for resolving a local resolution may be extended for an additional __ calendar days, upon consent of the OIPRD.

Answer 43

30

Question 44

UCC

facilitate a discussion between the respondent officer and the complainant, and/or
 facilitate an _______ from the respondent officer, and/or
 refer the matter to ________ , if the complainant, respondent officer and _________ consent

Answer 44

apology
mediation
Director of OIPRD

Question 45

UCC
When an informal resolution has been achieved shall
 record the particulars of the complaint and actions taken in the memorandum book
 complete the Informal Resolution Agreement 004-0307 OIPRD and submit to the _____________

Answer 45

Unit Commander

Question 46

UCC
complaint can’t be resolved by informal -

liaise with ____________ to ensure the timely conclusion of complaint investigations
 complete a 45 Day Investigation Status Update Form 004-0306 OIPRD and submit electronically within __ calendar days to the ____________

shall request an extension from ___________ if the customer service resolution cannot be facilitated within __ days

Answer 46

PRS – Complaints Administration
35
OIPRD Liaison Officer

PRS – Complaints Administration

45

Question 47

OIPRD Liaison Officer – Chief of Police Designate
The OIPRD Liaison Officer will assume all the duties and powers of the Chief of Police in matters respecting an incident under investigation. The OIPRD Liaison Officer will coordinate the Service’s response to the OIPRD. The Chief of Police’s OIPRD Liaison Officer must be a Senior Officer. The Chief of Police has authorized the _______________ as the OIPRD Liaison Officer

Answer 47

Inspector – Professional Standards (PRS) – Complaints Administration

Question 48

Under ss. 58.1 of the PSA on receipt of a complaint made against a Toronto Police Service officer in another province or territory, who has been appointed to act as a police officer in that province or territory, the complaint shall be forwarded to the _______

Answer 48

OIPRD