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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

Officers will provide courteous and respectful
service when interacting with members of the


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

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)

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.

Telephone Enquiries

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.

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.