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Quality Service Standards

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Quality service standards

It is the policy of the York Regional Police Services Board that all citizens receive superior quality service whenever they contact York Regional Police.

Currently, York Regional Police has 13 external Quality Service Standards that we hope to frequently exceed.

Accessible Facilities

All York Regional Police facilities accessed by members of the public will be accessible in accordance with the Accessibility for Ontarians with Disabilities Act.

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.

Courteous and
Respectful Service

Members will provide courteous and respectful service.

External Correspondence

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

Freedom of Information (FOI)

Freedom of Information requests will be responded to in accordance with the Freedom of Information and Protection of Privacy Act.

Front Desk Reception and
Complaint Management

Members of the public attending a police district will be greeted in a timely, courteous and professional manner. All reasonable efforts
will be made to satisfy any enquiries. All public complaints will be responded to in accordance with the Police Services Act, O.Reg 263/09 Public Complaints - Local Complaints.

Investigative Follow-up

All cases assigned to a Criminal Investigation Bureau for review shall receive, at minimum, one investigative call-back.

Investigative Reporting

York Regional Police will strive to produce investigative reports that are free from errors or omissions and will include appropriate case
clearance and Uniform Crime Report (UCR) coding.

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 to ensure York Regional Police is providing the highest quality of service.

Persons in Crisis

The Community Services Mental Health Resources Unit will triage every occurrence involving a person in a mental health crisis within five business days for the appropriateness of follow-up based on risk and severity with subjects and/or caregivers and support organizations.  

Email Notifications

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

Training and 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 complete a YRP384 Victim Information Pamphlet, explain the contents and include the officer's name, badge number, contact information and incident number, before leaving it with the victim.