City of Casa Grande

Citizen Feedback or Complaint

Introduction
The Casa Grande Police Department serves the community and it is to our citizens that we are ultimately responsible. Personnel are directed to perform their duties in a courteous and professional manner. Police work often involves working without direct supervision in a variety of circumstances. Personnel are expected to make judgmental decisions within the parameters of law and departmental policy by applying their training and experience to individual situations. Often times these situations are stressful in nature. Given these elements, it is inevitable that from time to time citizens complaints will be generated.

This Web page is designed to provide you with information on how to file a citizen complaint as well as what to expect once a complaint has been filed by discussing the complaint process.

Making A Complaint
There are several ways to initiate the complaint process:

Tell the officer in person that you would like to speak to a supervisor to file a complaint.
Call (520)421-8700 and inform the call-taker you would like to speak to a supervisor to file a complaint.
Go to the police station located at 520 N. Marshall St. and inform the person at the front desk you are there to file a complaint. You can also use the website to file a compliment or complaint.  Click here for the feedback form.


The Complaint Process
Every Police Supervisor is capable of taking your initial complaint information. There may be instances in which simply speaking to a supervisor is sufficient to resolve the matter. An example of this might be observing a patrol car driving over the posted speed limit without lights or siren activated. It may be determined that the officer was responding to a robbery alarm in accordance with departmental policy. This information may be sufficient to alleviate the citizens' concern and no further action would be taken.

For formalized complaints the department has developed a packet of procedural forms to ensure that all pertinent information is received. There will be an initial fact gathering interview in which the circumstances,
officer(s) involved, and any witnesses present will be documented. You will be notified if the interview is tape recorded or you may be asked to provide a written statement. This is done to ensure the accuracy of the interview and to eliminate any possibility of a misunderstanding. At the conclusion of the interview you will receive a Complaint Receipt Form. The supervisor will also complete a tracking form documenting the receipt of the complaint and to whom it will be assigned for further investigation.

Assignment Of Investigation
All complaints are classified as Class I or Class II complaints depending on the severity of the allegation. Class II complaints, being less severe, are generally handled by the employee's immediate supervisor. This allows the supervisor to monitor the employee's performance and to immediately take the appropriate corrective action. At the conclusion of the investigation the supervisor submits the investigation to the appropriate Division Commander for review.

Class I complaints are referred to the Office of the Chief of Police who assigns the investigation to an investigator, generally the Administrative Sergeant. Should it be determined that there are possible criminal violations involved a concurrent criminal investigation is referred to an outside agency, usually the Department of Public Safety. The Administrative Sergeant submits his final report to the Chief of Police through the divisional chain of command.

Investigation
The involved employee is informed that they are the subject of a complaint. If applicable they are ordered to not discuss the situation with anyone but the investigator to negate the possibility of influencing the perceptions of fellow employees who might be witnesses. The investigation consists of:
*the possible re-interview of the complainant.
*locating and interviewing any witnesses.
*the collection and review of records, such as recordings of radio transmissions or phone calls as well as police reports.
*an interview of the employee who is the subject of the investigation.
At the conclusion a final report is submitted.


Disposition
A Command Officer will review the report for completeness, and if appropriate will recommend corrective measures such as directing the employee's future actions, training, and/or discipline. The investigation is then forwarded to the Chief of Police for final review and approval.

Conclusion Of Investigation
The complainant is contacted and informed of the outcome as is permitted within the bounds of employment law. It is the goal of the department to conclude investigations in a expedient manner. This usually allows us to complete the process within thirty days unless there are circumstances that are beyond our control.

Review
It is the goal of the Casa Grande Police Department to serve our community in an impartial and professional manner. Upon receiving citizens complaints we will strive to address the identified issues quickly and without bias.

If for any reason you are dissatisfied with the service provided to you by the Casa Grande Police Department, please call (520)421-8700, and ask to speak to a supervisor.