Internal Affairs Unit Compliment and Complaint Process

Compliments and Commendations

Everyone enjoys receiving recognition for their efforts and there is no question that most of the  employees of NORCAL Protection Services are doing an outstanding job in our fast growing industry.

We realize that many of our residents and visitors would like to know how to compliment our employees for a job well done.

Compliments and Commendations, either verbal or written, are one of the best ways to let our employees know that you appreciate their good work and extraordinary customer service. A commendation for an employee of NORCAL Protection Services is most often sent to the Chief. You may also advise the employee's supervisor or a Watch Commander. Your compliments may be made in person, by phone, by email or fax, or through a letter or informal note to NORCAL Protection Services.

A compliment or commendation may address any event that you feel demonstrates any effort on the part of the employee that deserves special recognition. This may include such acts as: unusual courtesy or compassion, significant life saving measures, or other extraordinary acts.

All compliments and commendations are formally documented and the affected employees and their supervisors will be notified.

What is a complaint?

A complaint is an allegation by a member of the public in which the complainant is dissatisfied with a department member’s actions or NORCAL Protection Services itself. The allegation must involve violations of law or of the NCPS policies and procedures. A complaint involves an administrative process where discipline may be imposed by the Chief. This must not be confused with criminal charges, which are filed by the District Attorney’s office or a civil suit, which is brought against the officer or agency  for damages.

Who conducts the investigation?

Regardless of where the complaint is initiated it is always investigated by IA or another unit of the  Department. Typically, the investigator will retrieve reports, medical records, photographs, and other physical evidence if available. The investigator may also interview the complainant, witnesses and the subject officer.

How are the allegations proven?

The allegations must be proven by a preponderance of the evidence. This means that, considering all the evidence, it must be more likely than not that the misconduct occurred. If the allegations are proven, the case will be sustained and discipline may be imposed on the subject officer.

How much time does it take to complete a case?

If the complaint involves an allegation of unnecessary force, where the complainant required emergency medical care, the investigation should be completed within 30 days of the filing of the complaint. IA strives to complete all other types of cases within 60 days.

Notification

Complainants will receive periodic written notice of the status of their case and once the case is completed, the investigator will notify the complainant of the finding in the case. The complainants may call the office with questions about their case.