Please note: This page is under construction. The SIU is in the process of adding its general and operational policies to the website.

General Policy — Complaints

OBJECTIVE

1. The objective of this policy is to outline the process by which the Unit will manage complaints that it receives from third parties regarding the quality of service.

BACKGROUND

2. From time to time, the Unit may receive complaints from a member of the public concerning quality of service. It is the Unit’s policy to deal with complaints in a fair and transparent manner.

IDENTIFYING COMPLAINTS

3. Dissatisfaction with the outcome of an investigation is not a complaint. The complaint procedure is not another forum for reconsideration, appeal or judicial review. Complaints of this nature will not be accepted by the Unit, and the complainant will be advised accordingly, together with the reasons why.

4. As part of the Unit’s commitment to service quality, it will accept complaints concerning the policies of or services provided by the Unit or about the conduct of Unit members. Complaints will only be accepted from persons directly affected by the policy, service, or conduct that is the subject of the complaint. Barring exceptional circumstances, a complaint must be made within 6 months of the incident that is the subject of the complaint.

5. Should a person not directly affected by the subject matter of the complaint make a complaint (being in this way a “third party complainant”), the Unit will, as soon as possible after receiving the complaint, attempt to find the person who was directly affected by the subject matter of the complaint and send him/her a notice.

6. This notice shall indicate that a complaint has been received; that the person is entitled to be the complainant in the matter; and that the complaint will not be dealt with further unless he/she wishes to pursue the complaint. The notice shall also include information about the procedures followed in dealing with a complaint and the rights of a complainant under those procedures.

7. The complaint will not be further dealt with if the person to whom the Unit sends the notice does not, within 30 days of the date of the notice, respond to the Unit with a request to be the complainant in the matter, or if no person capable of being the complainant is identified within 30 days of receipt of the complaint.

INITIAL RESPONSE

8. This policy applies to complaints received by the Unit in writing. Complaints that are not received in writing will be dealt with on a case-by-case basis, at the discretion of Unit management. The expectation is that most oral complaints may be resolved at this stage. Should a resolution not be achieved at this stage, the complainant shall be advised to submit a formal letter of complaint.

9. All formal written complaints received by the Unit shall be forwarded to the Director. Within five days of receiving the complaint, a letter of acknowledgement will be sent. If the matter can be dealt with immediately, this letter will also serve to give notice of the resolution. Further, if the Director is of the opinion on reasonable grounds that the complaint is frivolous, vexatious, and/or discloses no genuine issue for investigation, the complainant will be so informed. If any further action is required, the letter will advise how long it will take to receive a further response.

10. Within 14 days of receipt of a formal complaint, the Director will:
  1. assign an appropriate manager to investigate the complaint; and
  2. if the complainant identifies a member who is the subject of the complaint, inform the relevant member that a complaint has been received.

INVESTIGATION

11. The investigation may include, but will not necessarily be limited to, interviews with Unit members, the complainant, and other persons, as appropriate, discussions with relevant stakeholders, and reviews of case files, transcripts, and other relevant documentation.

12. Under some circumstances, a conference with participants including Unit members, the complainant, and relevant stakeholders may be convened.

13. The investigating manager shall prepare a report for the Director within 30 days of assignment. If this is not feasible, an interim report shall be prepared and submitted pending completion of the final report, which shall be submitted as soon as practicable thereafter.

RESOLUTION

14. The expectation is that complaints related to systemic issues will be resolved with an explanation and/or changes to policies and procedures. However, if warranted, the Director will meet with the Unit member and his/her manager to discuss the findings of the investigation and any remedial action.

15. Any remedial or disciplinary action taken must be in accordance with all applicable law and policy (e.g., OPS policies, collective agreements, Freedom of Information and Protection of Privacy Act, etc.), and the Unit’s system of performance planning andevaluation.

16. A further letter will be sent to the complainant explaining the outcome of the investigation. This letter must also be in compliance with all applicable law and policy(e.g., Freedom of Information and Protection of Privacy Act).

FOLLOW-UP ACTIONS

17. Where the outcome of the investigation may affect Unit policy and/or operations, the appropriate information shall be communicated to the relevant members as soon as practicable.

Original signed by
Tony Loparco
Director