What should I do if I am unhappy with the service
I received from dialing 911?
The Decatur Police Department is committed to providing the very best possible service to our citizens. We set a high standard for professional conduct, with fairness and courtesy as our watchwords. If you’re not satisfied with the service that was provided when you called, you should ask to speak with the on-duty Emergency Communications Supervisor or, in their absence, the Emergency Communications Manager. You should explain to the EC Supervisor or Manager the circumstances of the call and why you weren’t satisfied with the service you received. In the event you feel that we may have failed to meet that high standard, you may file a formal Citizen Complaint, either in person or on-line. The instructions below detail the in-person complaint process.
To file a complaint online, click FILE REPORT. Please note that you can also use the online reporting system to COMMEND an Emergency Communication Specialist for exemplary conduct or performance. To file a complaint in person, follow the steps outlined below.
To File a Complaint in Person
STEP 1. - Ask for the Citizen Complaint packet at the front Information Desk at the Law Enforcement Center, 333 S. Franklin Street. At this point, you may talk to the Communication Specialist Supervisor on duty and tell him/her the nature of the complaint. He/she has authority to handle minor complaints at the initial contact. To make a formal (written) complaint, you must fill out the complaint form, listing specific allegations along with witnesses and return it to the Police Information Desk. (Forms may also be picked up at the office of the City Manager, 3d Floor, Decatur Civic Center, 1 Gary K. Anderson Plaza).
STEP 2. - Upon return of the complaint to the Information Desk, the complaint will be receipted by the receiving officer and a copy will be returned to you.
STEP 3. - The EC Supervisor or Manager will investigate the complaint and determine if the Emergency Communications Center personnel acted properly. You will be notified of the disposition in approximately 10 days to 2 weeks, depending on the complexity of the investigation. You will be notified if the investigation takes longer.
STEP 4. - If you wish to appeal or bring further information concerning the complaint, you may request an interview with the Chief of Police. You may bring an advocate with you, (friend, family, etc.). You may not bring a committee with you, as this is an informal meeting and excessive numbers of persons tend to diminish effective communications.
STEP 5. - If you feel that your complaint is not resolved at Step 4, you may contact the City Manager's Office to schedule an appeal interview at # 1 Gary K. Anderson Plaza, or phone 424-2801.