2009 Complaint Survey

The Communication Bureau received 16 Citizen Contacts in 2009. Five of the citizen contacts were "Closed on Phone Message" as they lacked any credible documentation in their respective allegations. This resulted in 11 formalized citizen complaints against the Communications Bureau; 8.3% below 2005 and 2008 levels and a 50% decrease from the high established in 2007. The 5-year trend in Communications Bureau formalized citizen complaints is very slightly upward. (Refer to Chart 1-6.)

Of the eleven formalized complaints, five were "Closed on SOC – No Policy Violation" while six evolved into full investigations; five by the bureau and one by Internal Affairs. One bureau investigation was sustained as was the one Internal Affairs investigation.

The 16 citizen contacts involving the Communications Bureau contained 19 viable allegations; the most frequently reported being "Neglect of Duty" (10), "Interaction" (3) and 3 allegations dealing with "Vehicle Theft Recoveries." The two sustained complaints each contained two sustained allegations. "Neglect of Duty" and "Response of Motor Vehicle Accidents" was investigated and sustained by the bureau; one allegation each of "Criminal Acts" and "Drug Free Workplace" were investigated and sustained by Internal Affairs. The latter resulted in the resignation of the employee.

There have been basically two dominant allegations confronting the Communications Bureau over the past five years and those have been "Neglect of Duty" and "Interaction." Chart 1-6 illustrates the impact that the two have on the total allegations reported each year since 2005. For example, "Neglect of Duty" allegations comprised 10 out of 19 (52.6%) of the Bureau's allegations in 2009 while "Interaction" accounted for 3 out of 19 (15.8%).

Total 2009 allegations were equal in volume to 2008 but 35.7% higher than they were in 2005. Allegations of "Neglect of Duty" were 16.7% below 2008 levels; Interaction allegations equaled 2008 levels. Combined, the two dominant allegations made up 68.4% of the bureau's total allegations for 2009. The 5-year trend for all three categories depicted in Chart 1-7 are all upwards.[1] (Refer to Chart 1-7.)

The chart illustrates the impact that the two have on the total allegations reported each year since 2005. For example, "Neglect of Duty" allegations comprised 10 out of 19 (52.6%) of the Bureau's allegations in 2009 while "Interaction" accounted for 3 out of 19 (15.8%).

Total 2009 allegations were equal in volume to 2008 but 35.7% higher than they were in 2005. Allegations of "Neglect of Duty" were 16.7% below 2008 levels; Interaction allegations equaled 2008 levels. Combined, the two dominant allegations made up 68.4% of the bureau's total allegations for 2009. The 5-year trend for all three categories depicted in Chart 1-7 are all upwards.[2] (Refer to Chart 1-7.)