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Service Statement

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Service Statement

The commitments made in this declaration determine the level and quality of services that a citizen can expect when they contact the Commissaire à la déontologie policière. They are shared by all of its staff and we intend to do everything in our power to ensure that they are respected.

In this Service Statement

Our Mission
Our Complainants
Our Commitments on the Quality of our Services
Our Commitments on our Organization's Service Standards
Responsibilities, Review and Comments
Contact Details and Opening Hours

 


 

Our Mission            

We ensure compliance with the Code of ethics of Québec police officers. We receive and process, in accordance with the Police Act, complaints filed against any person covered by this Code. Through our training, information and awareness activities, we try to prevent breaches.

 


 

Our Complainants

The Police Ethics Commissioner provides services to all citizens. We are committed to tailoring our services to meet the specific needs of our complainants, including:

  • First Nations and Inuit people;
  • People in vulnerable situations;
  • Members of visible or ethnic minorities;
  • Members of the LGBTQ2+ community.

 


 

Our Commitments on the Quality of our Services

We are committed to providing a service that is :

  • Respectful and fair
    • By ensuring courteous and non-discriminatory exchanges;
  • Reliable
    • By ensuring that the information provided to you is complete, understandable, accurate and useful;
    • By providing you with adequate information to allow you to fully understand the reasons for the decisions we have made;
    • By rendering the services within the agreed deadlines.
  • Confidential
    • By ensuring that your information is protected and used in accordance with our legal obligations.
  • Ease of access for all
    • By providing you with a service that is tailored to your needs.

 

 


 

Our Commitment to our Organization's Service Standards

Service 1

When you file a police ethics complaint, we are committed to providing you with the required information or assistance as soon as possible.

Commitments on service standards Target
Respond to any request for information or assistance within a maximum of 3 working days when filing a police ethics complaint. For 90% of requests

Service 2

We are committed to responding promptly to any inquiry regarding the progress of your complaint.

Commitments on service standards Target
Follow-up of the complaint for those who request it (email or phone call) within a maximum of 3 working days. For 90% of requests

Service 3

We are committed to providing support with an First Nation and Inuit liaison officer during the processing of a complaint involving a member of an First Nation and Inuit  community if requested.

Commitments on service standards Target
Accompany a member of a First Nations or Inuit community, if requested, in the processing of their complaint through a liaison officer. For 90% of requests

 


 

Responsibilities, Review and Comments

 

Your responsabilities

Your cooperation is essential for us to meet our commitments. Therefore, when filing a police ethics complaint, we rely on you to :

  • Provide us with complete, accurate and up-to-date information;
  • Send us the requested information and documents within the required time frame;
  • Inform us, as soon as possible, of any change that may affect your request or your file, such as a change of address or telephone number;
  • Participate in the various stages of processing your complaint if necessary.

 

Request for review

  • When your complaint is dismissed as a result of a preliminary analysis, lack of cooperation from you during conciliation, or failure of conciliation or investigation, you may have that decision reviewed by submitting new facts or evidence within 15 days of being notified of the decision. To do so, you must complete an online request for review form.
  • When a complaint is dismissed after investigation, an application for remission may be made to the Comité de déontologie policière within 30 days of notification of the Commissioner's decision. In this case, you must make the request by completing the form and submitting it to the office of the Comité de déontologie policière. To do this, here is the link to fill out the form.

 

Comments, suggestions or dissatisfaction with services

If you are dissatisfied with a service provided to you by the Commissaire à la déontologie, we invite you to let us know. We will deal with your request carefully, fairly and promptly.

You may send your comments, suggestions or dissatisfaction by email to deontologie-policiere.quebec@comdp.gouv.qc.ca.

Upon receipt, a representative of our organization will contact you within a maximum of 3 working days.

If you remain dissatisfied despite the steps taken, you may appeal to the Protecteur du citoyen, a neutral organization independent of the Québec government.

 


 

Contact Details and Opening Hours


Email

deontologie-policiere.quebec@comdp.gouv.qc.ca

Phone

Other regions : 1 (877) 237-7897
Quebec City region : (418) 643-7897
Montreal region : (514) 864-1784

Opening hours

Monday to Friday between 8:30 a.m. and 4:30 p.m.

In person

To ensure better service if you need to come in person, we ask that you make an appointment in advance. Computers are available in each of our offices to allow you easy access to the online complaint form.

 


 

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