Quality Service Standards
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
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 Community Safety and Policing Act, 2019.
Investigative Follow-Up
All cases assigned to a Criminal Investigation Bureau for review shall receive, at minimum, one investigative response.
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. For uniform patrol officers, the email Out of Office notification shall be used when not returning for an entire block.
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.
Code of Professional Ethics
In both our service to the community and conduct in the workplace, we uphold the high ethical standards expected of us by members of the public and our organization. This Code of Ethics reflects our values and guides our actions each and every day.
- We uphold our position of public trust by serving the community with integrity, professionalism and honesty. We are accountable for our behaviour, both in the community and in the workplace.
- We preserve the rights and freedoms of all individuals in accordance with the Canadian Charter of Rights and Freedoms and the Ontario Human Rights Code.
- We faithfully administer the law in a just, impartial and reasonable manner to everyone, regardless of their race, ancestry, place of origin, colour, ethnic origin, citizenship, creed, sex, sexual orientation, gender identity, gender expression, age, marital status, family status or disability.
- We promote equality, diversity and inclusivity, both in the community and in the workplace. We treat everyone with dignity and respect.
