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PSF-5.08 - Independent Police Review Division - Internal Affairs Protocols & Procedures - Service Complaint Protocol

INDEPENDENT POLICE REVIEW DIVISION (IPR) - INTERNAL AFFAIRS (IA) - SERVICE COMPLAINT PROTOCOL
Administrative Rules Adopted by Bureau Pursuant to Rule-Making Authority
ARB-PSF-5.08

  1. A service complaint is a complaint received from a citizen regarding quality of service or minor rules violations that would not result in discipline. (Portland Police Bureau Manual of Policy and Procedure (330.00)).

  2. If the IPR Director believes that a particular complaint may appropriately be resolved as a service complaint, the IPR Director shall refer the complaint to the Internal Affairs Division and make a note of that recommendation.

  3. Upon receiving any IPR referral, the IAD Captain or his designee shall independently determine whether a case may appropriately be resolved as a service complaint.

  4. If the IPR Director disagrees with the IAD Captain’s categorization of the complaint as a service complaint, then the IPR Director may initiate an independent investigation of the complaint pursuant to PPC Section 3.21.120D.

  5. The time limit on resolving all service complaints is ten calendar days (unless the member is unavailable due to vacation, leave, etc.) after assigned to/by the unit or RU manager. (See, PPB Manual of Policy and Procedure – Service Complaints (330.00).

  6. All resolved Service Complaints will be documented in the form of a Service Complaint Resolution Memo. The memo must include the action taken to resolve the complaint. Supervisors will contact the complainant, if possible, to explain how the complaint was handled. A copy of each Service Complaint Resolution Memo will be forwarded to IAD. (Portland Police Bureau Manual of Policy and Procedure (330.00)).

  7. Upon receiving the completed complaint log form from the Precinct, IAD shall forward a copy of the complaint log to IPR for its review. The IPR shall close out the complaint with a letter to the complainant, if the complainant’s mailing address is known.

  8. No appeal of a service complaint shall be permitted. The CRC shall periodically appoint a workgroup to review a sample of closed service complaints. The workgroup will report its findings to the CRC in a public meeting. The CRC may adopt the workgroup’s report and make recommendations to IPR and IAD for improving the service complaint process. No public comment by the Workgroup shall be permitted without the approval of a majority of the CRC.
 

 
HISTORY
Amended and approved by IPR Citizen Review Committee June 21, 2005. Amended to make protocol consistent with IPR practices.
Submitted for inclusion in PPD October 23, 2002.
Originally published as CRC PROTOCOL NO. 02-08, approved by IPR Citizen Review Committee, effective September 3, 2002.

Table of Contents
PSF-5.01 - Independent Police Review Division - Internal Affairs Protocols & Procedures - Citizen Initiated Complaints
PSF-5.02 - Independent Police Review Division - Internal Affairs Protocols & Procedures - Bureau Initiated Complaints (Deleted)
PSF-5.03 - Citizen Review Committee - Independent Police Review Division - Appeals Procedures
PSF-5.04 - Citizen Review Committee - Independent Police Review Division - Communication Guidelines
PSF-5.05 - Citizen Review Committee - Independent Police Review Division - Guidelines for Declinations of CRC Appeals (Deleted)
PSF-5.06 - Citizen Review Committee (CRC) - Independent Police Review Division (IPR) - Process for Appointment and Reappointment to CRC
PSF-5.07 - Citizen Review Committee - Public Comment Protocol
PSF-5.08 - Independent Police Review Division - Internal Affairs Protocols & Procedures - Service Complaint Protocol
PSF-5.09 - Independent Police Review - Mediation Program Protocols
PSF-5.10 - Independent Police Review - Mediation Program Guidelines
PSF-5.11 - Citizen Review Committee - Independent Police Review Case File Review Meeting Protocol
PSF-5.12 - Citizen Review Committee (CRC) - Workgroup Protocol
PSF-5.13 - Citizen Review Committee (CRC) - IPR - Supplemental Appeal Hearing Protocol
PSF-5.14 - Citizen Review Committee (CRC) - Protocol for Request for Reconsideration of CRC Decision
PSF-5.15 - Independent Police Review - Untimely Appeal Protocol
PSF-5.16 - City Council Appeals Protocol for Independent Police Review Division's Citizen Review Committee Appeals
PSF-5.17 - Citizen Review Committee - Independent Police Review Division - Guidance for Working Together Effectively
PSF-5.18 - Citizen Review Committee - City Auditor's Independent Police Review Division - Policy Review Protocol
PSF-5.19 - Independent Police Review Division - Case Handling Guidelines
PSF-5.20 - Internal Affairs Guidelines For Screening Referrals From IPR
PSF-5.21 - Independent Police Review - Citizen Review Committee - Appeal Process Advisor
PSF-5.22 - Citizen Review Committee - Election of Officers
PSF-5.23 - Citizen Review Committee - Independent Police Review Division - CRC Member Duties and Responsibilities
PSF-5.24 - Independent Police Review - Review of Tort Claims and Civil Complaints Alleging Tortious Conduct by Portland Police Officers