Complaint Process
Any complaint will be investigated thoroughly and impartially
Two types of formal complaints can be made against Special Constables:
1) A complaint regarding the policies of, or services provided by, the Transit Law Enforcement Service.
2) A complaint regarding the conduct of a Transit Special Constable.
Any member of the public who is directly affected by the conduct of a Transit Special Constable, the services provided by, or a policy of the Transit Law Enforcement Service can make a complaint.
All complaints will be investigated thoroughly and impartially.
When to file a complaint
Your complaints must be filed within SIX (6) months after they have occurred.
How to file a complaint
A complaint must be made in writing and signed by the complainant. Complaints can be submitted by fax, mail, or hand-delivered to the attention of:
Manager of Transit Support Services,
City of Ottawa Transit Services,
OC Transpo Transit Law Enforcement Service,
875 Belfast Road, Ottawa, K1G0Z4.
A person may also complete and submit a Public Complaint Form in person at:
City of Ottawa
Transit Law Enforcement Service,
875 Belfast Road, Ottawa
A complaint cannot be accepted over the phone; however an attempt will be made to determine the nature of the concern.
To assist us in handling your complaint in a timely manner we need as much detail as possible, such as:
· Time
· Date
· Witnesses (if any)
· Your address
· Your phone number
Resolution process
The Chief Special Constable may decide not to deal with a complaint on the basis that it was filed after the six month limit, or it is frivolous, vexatious or made in bad faith, or that the complainant was not directly affected by the incident.
There are four possible conclusions to a complaint:
1. The Chief may decide, if all parties agree, that the complaint can be resolved through an Informal Resolution.
2. After the investigation, the Chief may find that the complaint is unsubstantiated.
3. The Chief may find that the complaint is substantiated and impose a penalty without holding a formal hearing if the misconduct is not serious and the Officer agrees to the penalty. If the Officer does not agree to the penalty, then a formal hearing must be held.
4. The Chief may find that the complaint is substantiated and decide to hold a formal disciplinary hearing.
Informal resolution
A less serious complaint about an officer's conduct may be resolved by way of an informal resolution.
This involves bringing the complainant and the subject officer together to hear each other's concerns.
This resolution requires the mutual consent of the complainant, the officer, and the approval of the Chief Special Constable.
Complaint withdrawal
After filing a complaint you may decide not to pursue the matter.
You can withdraw a complaint by writing to the Transit Law Enforcement Service.
Despite your withdrawal, the Chief may decide to continue investigating the complaint if s/he deems that the allegations merit investigation.
If a complaint is substantiated what will happen to the officer?
There are a range of options available to the Chief Special Constable including:
- Reprimand
- Suspension
- Forfeiture of hours (pay)
- Termination
- Criminal charges
In some cases training is considered an appropriate remedy.
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