Formal Complaint Process

Overview

The Fire Department has two established processes in handling contacts with the public concerning inquiries and/or complaints on department actions or activities. The goal of both processes is to respond professionally in receiving or responding to citizens inquiries and/or complaints.

Inquiry Process

Inquiries do not rise to the level of formal complaints and are simply phone calls, e-mails, or personal visits from citizens who want clarifications or explanations on the actions of the department or any individual member in performance of their duties. These are situations where the initiating party believes that they, or someone else, was not personally harmed and no formal departmental action is demanded. Results from an inquiry can be conveyed to the initiating party verbally or in writing. Any officer may receive and respond to a citizen inquiry. Inquiries that could have an impact on the entire department should be relayed to the Administration.

All members of the department are expected to respond to inquiries in a positive manner that reflects our willingness to provide them with accurate information. If a member of the department receives an inquiry and feels they cannot adequately address the question, the person making the inquiry should be informed of such and informed who the request will be forwarded to. Inquiries received by fire personnel should be forwarded to their Battalion Chief. Inquiries received by the Fire Administration will be directed to the Fire Chief, Assistant Chiefs, or Fire Marshal as appropriate.

Responses to inquiries can be verbal or in writing as appropriate.

Formal Complaints

Formal complaints are situations where the public believes there has been wrong doing by the department in its actions and/or wrong doing by an individual member(s) of the department in the performance of their duties. Formal complaints are initiated by a written and signed statement by the initiating party and are managed by the Fire Chief.

The Formal Complaint Process is mandatory whenever a complaint alleges criminal misconduct, corruption, excessive force, violation of a constitutional right, breach of civil rights, an incorrect interpretation and/or application of policies or practices or when the informal inquiry process has failed to resolve the complaint. Formal complaints must specifically state the nature of the event and facts in support of the allegation. All formal complaints shall be documented using the Stillwater Fire Department Complaint form.

The completed complaint form will be received through the Administrative Secretary who will “Date Stamp” the form, make a copy for the complainant, and forward the complaint to the Fire Chief. Normally, it is expected that the complainant will receive an answer to his/her complaint within two weeks, however, the time can be extended due to unusual circumstances or a difficulty in concluding the investigation.

The Fire Chief will review the complaint and assign it to the appropriate Division Head for investigation. The Division Head may delegate the investigation phase of the process to a subordinate officer. The investigation is expected to be thorough and complete and encompass interviews with the involved parties, the inspection or assessment of any evidence or records, and any other pertinent information. The Division Head will delineate any follow up action that they deem necessary and forward the complaint to the Fire Chief for final approval. All complainants will receive a completed copy of the Complaint form and a written response from the Fire Chief. The fire department will retain a record of all complaints.

Formal complaints regarding the Assistant Fire Chiefs or Fire Marshal will be managed by the Fire Chief directly. In matters of fire code interpretation, the department will request an opinion by the State Fire Marshal or other recognized authority.

Adopted 12/23/03

Complaint Form (pdf)