Two types of formal complaints can be made. The first type of complaint is
against the policies of, or services provided by the Transit Law Enforcement
Service. The second type of complaint is against the conduct of a Transit Special
Constable. 
 

Who can file a complaint?
How long do I have to file a complaint?
How can you file a complaint?
How is the complaint dealt with?
What happens next?
What is an informal resolution?
How can I withdraw a complaint?
If my complaint is substantiated what will happen to the officer?
Do I have any guarantee that I will be satisfied?

Who can file a complaint?

Any member of the public who is directly affected by the conduct of a Transit Special Constable, the services provided by, or a policy of the Transit Law Enforcement Service.

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How long do I have to file a complaint?

You must usually file a complaint within six months after the incident happened.

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How can you file a complaint?  

A complaint must be made in writing, signed by the complainant   and may be submitted by fax, mail, or hand delivered to the attention of the:

Manager of Transit Support Services,
City of Ottawa Transit Services,
OC Transpo Transit Law Enforcement Service,
875 Belfast Road, Ottawa, K1G0Z4.

A person may make a complaint regarding a Special Constable by attending City of Ottawa Transit Services, Transit Law Enforcement Service, in person at 875 Belfast Road, Ottawa, to which the public is granted access and completing a Public Complaint Form.

A complaint cannot be accepted over the phone however an attempt should be made to determine the nature of the concern and to resolve, if possible.

To assist us in handling your complaint in a timely manner we need as much detail as possible such as time, date, witnesses if any, your address and phone number.

A complaint must usually be made within six months of the date of the incident.

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How is the complaint dealt with?

Initially the complaint will be classified as having to do with the conduct of an officer, or the services provided by, or a policy of the Transit Law Enforcement Service.

At this point, the Chief Special Constable may decide not to deal with the complaint on the basis that it was filed after the six month limit, or it is frivolous, vexatious or made in bad faith, or that the complainant was not directly affected by the incident.

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What happens next?

There are four possible conclusions to your complaint.

1. The Chief may decide, if all parties agree, that the complaint can be resolved through an Informal Resolution.
   
2. After the investigation, the Chief may find that the complaint is Unsubstantiated.
   
3. The Chief may find that the complaint is Substantiated and impose a penalty without holding a formal hearing if the misconduct is not serious and the Officer agrees to the penalty. If the Officer does not agree to the penalty, then a formal hearing must be held.
   
4. The Chief may find that the complaint is Substantiated and decide to hold a formal disciplinary hearing.
   

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What is an informal resolution?

A less serious complaint about an officer's conduct may be resolved by way of an Informal Resolution.

This involves bringing the complainant, and the subject officer together to hear each others concerns.

This resolution requires the mutual consent of the complainant, the officer and the approval of the Chief Special Constable.

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How can I withdraw a complaint?

After filing a complaint you may decide not to pursue the matter.

You can withdraw a complaint by writing to the Transit Law Enforcement Service.

Despite your withdrawal, the Chief may decide to continue to deal with the matter if it is felt that the allegations merit investigation.

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If my complaint is substantiated what will happen to the officer?

There are a range of options available to the Chief Special Constable including

• Reprimand
• Suspension
• Forfeiture of hours (pay)
• Termination
• Criminal charges

In some cases training is an appropriate remedy.

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