Complaints2018-09-07T17:41:05+00:00

If you are unhappy with the services provided by Falcongate Ltd., we welcome a conversation to see if we can resolve your concerns. According to provincial regulations, you are requested to have our firm take a complaint, investigate, and adjudicate your concern. As such, please call us at 403-862-7247 to either discuss with us your concerns or set up a time to have such a conversation. Alternatively, you can email us at complaints@falcongate.ca or write us a letter at our mailing address at 1624-246 Stewart Green SW, Calgary, AB T3H3C8

You may wish to review the process via the Alberta Justice and Solicitor General regarding the Security Services and Investigators Act and the Peace Office Act at https://www.solgps.alberta.ca/programs_and_services/public_security/security_programs/Pages/PublicComplaintsandReportingRequirements.aspx

Complaints against an Individual Investigator

As per sections 24, 25, 26 and 27 of the Security Services and Investigators Act (the Act), if a public complaint is received about an employee licensed under the Act, the following process will be followed. This policy only applies to individuals directly employed by the company and does not apply to the licensed employees of contract service providers.

For the purposes of this section, Registrar refers to the Registrar, Security Services and Investigators Act, Alberta Justice and Solicitor General.

1.0 PUBLIC COMPLAINTS REQUIRING INVESTIGATION

1.1 Complaints against individual licensees must be made in writing to the licensee’s employer (Falcongate Ltd) within 90 days of the action or circumstances that prompted the complaint.

If a complainant is unable to provide a written document due to a valid reason such as language barrier or disability, an employee or manager shall take the necessary steps to have the complaint recorded in writing on behalf of the complainant. The complainant must sign the written complaint.

1.2 Within 30 days of receiving the complaint the employer must acknowledge receipt, in writing, to the complainant (as per section 26 of the Security Services and Investigators Ministerial Regulation).

1.3 In acknowledging the complaint, the employer must notify the licensed employee who is subject of the complaint. The employer may delay notification to the employee under the following circumstances. In the case where it is uncertain as to the appropriateness of informing a licensee about a complaint, the Registrar should be consulted.

  • The complainant may be placed in danger.
  • The complainant may face other inappropriate action by the licensed employee should the licensed employee be informed.
  • The notification may impede the gathering of evidence during an internal investigation.
  • A reasonable likelihood exists that the complaint may lead to charges under federal or provincial legislation and that notification could impede any resulting police or other investigative agency investigation.

Any other situation identified by the employer or Registrar in which it may be appropriate to delay informing the licensed employee about the complaint.

1.4 The employer must, within 90 days,

  • Investigate and dispose of the complaint (unless 3.0 below applies), and
  • Notify the complainant, the licensed employee who is the subject of the complaint, and the Registrar (use Public Complaint Outcome Form PS3749), in writing, of the disposition of the complaint with reasons.

1.4.1 The letter of disposition must advise the complainant of their right to request a review of the outcome by the Registrar. The letter must indicate the following:

  • If dissatisfied with the outcome of the company’s investigation the complaint may request a review of the disposition by the Registrar.
  • The request must be made in writing within 30 days of receipt of the disposition.

Requests for review must be submitted to:

Complaints Coordinator, Security Programs

Justice and Solicitor General

9th Floor, 10365-97 Street

Edmonton AB T5J 3W7

Fax: 780-427-4670

2.0 CRIMINAL MATTERS

Any allegations of criminal misconduct must be reported to the police service of jurisdiction for investigation. Complaints that contain allegations of excessive force are considered to be criminal allegations.

2.1 In allegations of criminal misconduct the company may consider the obligation to reach a conclusion within 90 days, as per section 25(4) of the Act, fulfilled if the company has:

  • Notified the police service of the allegation, and
  • Provided written notification to the complainant, and
  • Provided written notification to the Registrar that this action has occurred.

2.2 A concurrent internal investigation may proceed provided company employees interact/cooperate with the police service and take such steps that are necessary to avoid contaminating the criminal investigation. If a concurrent investigation is conducted it must be completed within 90 days as per section 25(4) of the Act and the outcome report as per section 1.0 of this policy.

 3.0 COMPLAINTS NOT REQUIRING INVESTIGATION

The Act recognizes that some complaints will be made under circumstances in which an investigation is not required.

3.1 Under the following conditions, the company may choose not to investigate a complaint

  • Employer utilizes an informal resolution process (see 3.4 below).
  • The employee no longer works for the employer.
  • Contact with complainant after submission of the initial complaint cannot be made (documentation showing this is the case should be kept in case of a request for review by the Registrar).
  • Anonymous complaints.
  • Frivolous: a complaint intended merely to harass or embarrass.
  • Vexatious: a complaint that has no basis in fact or reason, with its purpose to bother, annoy, and embarrass the individual or business licensee.
  • Bad Faith: filing a complaint with intentional dishonesty or with intent to mislead.
  • Having regard of all the circumstances, no investigation, in the option of the employer or Registrar, is deemed necessary.

3.2 Notification that investigation will not proceed

The employer must notify the complainant within 90 days of receipt of the complaint that the matter will not be investigated, except where an informal resolution process is undertaken, the complainant cannot be contacted, or the complaint is anonymous.

3.2.1 The letter must advise the complainant of their right to request a review of the outcome by the Registrar. The letter must indicate the following:

  • If dissatisfied with the outcome of the company’s investigation the complaint may request a review of the disposition by the Registrar.
  • The request must be made in writing within 30 days of receipt of the disposition.

Requests for review must be submitted to:

Complaints Coordinator, Security Programs

Justice and Solicitor General

9th Floor, 10365-97 Street

Edmonton AB T5J 3W7

Fax: 780-427-4670

3.3 Anonymous complaints

Anonymous complaints do not allow the employer or the Registrar to discharge required legal responsibilities and therefore they are not considered a complaint under the Act.

If the nature of an anonymous complaint is serious, the employer shall review the matter and consider what, if any further action should or can be taken. In the event some element of substance to the allegation is uncovered, the employer must:

3.3.1 Within 90 days,

  • Investigate and dispose of the complaint, and
  • Notify the Registrar in writing (use Public Complaint Outcome Form PS3749), of the disposition of the complaint with reasons.

 

3.4 Informal resolutions of complaints

Successful informal resolution allows an investigation to be discontinued. If, in the employer’s opinion and having regard to all of the circumstances, no investigation is necessary, the employer may discontinue the investigation.

  1. a) The owner of Falcongate Ltd. will be responsible for investigating and managing all informal complaints from the public. The process for an informal resolution includes the following steps.
    1. The owner of Falcongate carefully reviews the complaint.
    2. The owner will send the complainant a letter to acknowledge receipt of the complaint and advise the complainant that an informal resolution process will be used to address the complaint.
  • The owner notifies the licensed employee of the complaint and provides the employee with a copy of the complaint and then the owner and the licensed employee will meet with the complainant to resolve the matter.
  1. The meeting may best take place in person or via telephone. There may be numerous resolutions which may involve a letter of explanation or apology, when appropriate.
  2. A letter of outlining the informal resolution will be mailed to both parties.

 

  1. b) Upon successful resolution of complaint, document outcome and obtain the complainant’s signature, where possible, to show that a matter has been informally resolved.

This would preclude the complainant from claiming duress or that they did not agree with the outcome. Without clear documentation, complaints that are informally resolved by the employer may, in some circumstances, be eligible for review by the Registrar and subsequently the Director of Law Enforcement, Province of Alberta.