Compliments / Concerns
NAIT Protective Services endeavours to provide professional and courteous service to our community. We encourage you to express your appreciation or concerns and we really want to hear from you. Your input is crucial to ensure that we are able to meet the emerging needs of our community – your comments will make a difference.
Please let us know if you were pleased with the service you received from us. You may express your compliment in writing, by phone or in person. Your compliment will be reviewed by the officer’s chain of command and attached to their personnel file.
If you don't know the officer's name or badge number, simply set out the date, time and circumstances leading to your compliment. Efforts will be made to identify the officer involved.
Sometimes our officers act in ways that the public may not like or understand. In most cases our actions are a direct result of our training, our policies or sanctioned by law. In other cases, our conduct and behavior may be inappropriate. In both cases, we encourage the public to express their dissatisfaction with our service or our officers as a public complaint.
There are times where complaints against NAIT Protective Services cannot be taken as officers are given discretion when it comes to issuing violation notices and laying charges. The courts or NAIT disciplinary hearings are the proper venues to hear evidence pertaining to charges that you may be facing.
When considering a public complaint against NAIT Protective Services, it is important to make detailed notes of the incident as soon as possible, including names, badge numbers or physical descriptions of the officers involved, the date, time and location of the incident.
Complaints are preferred in writing to ensure your concerns are clearly expressed and documented. Your contact information is preferred so that our service may follow-up with further questions, arrange a meeting, provide updates and final disposition of the complaint. If you require assistance in writing your complaint due to a language barrier, physical limitations or other valid reason, please visit our office or phone us at 780.471.7477 and ask to speak to a supervisor.
Anyone who has concerns about the policies, service or the actions of any officer may make a complaint. Note: it is unlawful to make a false report.
We may contact you to discuss the possibility of an informal resolution. An informal resolution is an opportunity to meet and come to a conclusion that is acceptable to both parties, and then the matter will be considered resolved.
A formal investigation may be required if a informal resolution cannot be achieved or may be ordered by the Manager of NAIT Protective Services if the nature of the complaint requires a formal investigation. Formal complaints must be in writing and signed by the complainant where practicable. The complaint must include who, what, when, where and how, as well as the names of any witnesses. The complaint should be specific to the actions of the officer(s) or NAIT Protective Services.
Notifications & Updates
Within 30 days of receiving your complaint, we will send you a letter acknowledging the receipt of the complaint. Every 45 days, you will receive an update regarding the status of any investigation. At the conclusion of any investigation, you will receive a letter reporting the results of the investigation and decision rendered. The letter will also include avenues of appeal if you consider the decision to be unsatisfactory.