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
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All York Regional Police facilities accessed by members of the public will be accessible in accordance with the Accessibility for Ontarians with Disabilities Act.
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Complaint Areas
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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.
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Courteous and Respectful Service
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Officers will provide courteous and respectful service when interacting with members of the public.
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Emotionally-Disturbed Persons
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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.
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External Correspondence
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All correspondence requiring a response shall be responded to within 15 working days.
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Freedom of Information (FOI)
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Freedom of Information requests will be responded to in accordance with the Freedom of Information and Protection of Privacy Act.
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Front Desk Reception and Complaint Management
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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.
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Investigative Follow-up
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All cases assigned to a Criminal Investigation Bureau for review shall receive, at minimum, one investigative call-back.
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Investigative Reporting
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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.
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Paid Duties
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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.
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Telephone Enquiries
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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 enquiries. All voice mail shall identify the name and assignment of the member and shall further indicate how a caller can obtain immediate assistance.
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Training and Awareness
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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.
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Victims of Crime
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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.
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