QUALITY SERVICE STANDARDS - External

COMPLAINT AREAS

The Officer in Charge of the District Community Oriented Response Unit shall provide a file number to a complainant within five business days of receiving a complaint from a citizen regarding activity of concern.  The Officer in Charge of the District Community Oriented Response Unit shall update the complainant regarding any action taken within 15 days of receiving the complaint. 

CORRESPONDENCE

All correspondence requiring a response shall be responded to within 15 working days.

CRIMINAL BACKGROUND CHECKS

Criminal background check applications will be processed and completed within one hour.     

EMOTIONALLY-DISTURBED PERSONS

The Community Services Bureau Mental Health Support Unit shall conduct follow-up with officers and support organizations, within five business days, for all occurrences involving emotionally-disturbed persons. 

EMAIL SET UP

When a member is not returning for their normal tour of duty, the member shall use the out of office assistant to set up a message advising the sender when they will be returning to work and who to contact for immediate assistance.

FRONT-DESK RECEPTION

When a person comes to the Front Desk of a District, a member of the Front Desk staff shall address or acknowledge that person, go to the front counter where the person is standing, make eye contact, greet the person in a courteous and professional manner and make reasonable efforts to satisfy any enquiries.

INVESTIGATIVE  FOLLOW-UP

All assigned district Criminal Investigation Bureau cases classified as a “crime against persons” offence or “break and enter” shall receive at least one investigative contact.  Investigative contact shall occur in all cases when a suspect has been identified, arrested or charged, stolen property is recovered or additional information is required to assist with the investigation. 

ONLINE REPORTING

Any person filing an online report will be contacted via email or telephone by the next business day.  

PAID DUTIES

Satisfaction surveys shall be conducted for all new paid duty customers and random sampling shall take place throughout the year for ongoing customers.  All surveys will be reviewed by the Quality Assurance Bureau to ensure that York Regional Police is providing the highest quality of service.

TELEPHONE INQUIRIES

With the exception of a call received by a switchboard operator, a caller shall not be transferred more than once and every effort shall be made to satisfy any inquiries.  All voice mail shall identify the name and assignment of the member and shall further indicate how a caller can obtain immediate assistance.  Voice mail shall be checked during each member’s assigned shift and responded to within one working day. When a member is not returning for their normal tour of duty, the member shall set up their voice mail with a message advising the caller when they will be returning to work and whom to contact for immediate assistance.

TRAINING & AWARENESS

Quality Service Standards shall be posted on the York Regional Police external website and on the YRPNet. All new members shall receive training in relation to Quality Service Standards.

VICTIMS OF CRIME

When an officer takes a report from a victim, they shall fill out a YRP384 Criminal Incident Information Pamphlet, explain the contents and leave the pamphlet with the victim.

VULNERABLE SECTOR SCREENING

Vulnerable sector screening applications that require contact with an external police service will be processed within five business days of York Regional Police receiving a response.   Those applications requiring a York Regional Police database search only will be processed within five business days.