Complaints 2018-07-12T19:43:56+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

To resolve a complaint against an individual Investigator, section 26 of the Act stipulates the process for the complaint and review process.  Complaints against an individual investigator must be submitted in writing to the employer (Falcongate Ltd.) within 90 days of the action of circumstance prompting the complaint.  Click on the link below for full instructions on how to file a complaint under the Act. 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

How to resolve a complaint against a security worker, investigator or locksmith licensee

The responsibility of the Employer (Falcongate Ltd.):  Investigations about a complaint against an individual investigator must be addressed within 90 days.  Upon disposition of the complaint, Falcongate Ltd. must notify you, the complainant, and the individual investigator. Falcongate Ltd. must also notify the Registrar by submitting a Disposition of Public Complaint Form.

Anonymous or Verbal Complaints:  Anonymous complaints, submitted in writing, do not allow for the employer or the Registrar to discharge required legal responsibilities under the Act and Regulations relating to the complaint notification, therefore they are not considered a complaint as per section 25 of the Security Services and Investigator Act.   

However, if the nature of any complaint (anonymous, written, or verbal) is serious, the employer or Registrar shall review the matter.  In the event some element of substance to the allegation is uncovered, the employer must report to the Registrar as per section 25(4) of the Act.

Criminal Matters:  Employers are responsible for reviewing complaints to determine if there are allegations of criminal misconduct.  Any allegations of criminal misconduct must be reported to the police services of jurisdiction for investigation.  The employer must notify the complainant and the Registrar immediately.

If you are not satisfied with the decision of the employer, you may request a review of the decision by the Registrar, within 30 days of receiving notification of the employer’s decision. Submit your request, in writing, stating the points in the findings with which you disagree and the reasons why.
Address Review Request Correspondence to:

Registrar, Security Services and Investigators Act
Alberta Justice and Solicitor General
PO Box 1023 Station Main
Edmonton, Alberta T5J 2M1

More information can be found here: https://www.solgps.alberta.ca/programs_and_services/public_security/security_programs/Documents/SSIA%20Indivdual%20Licensee%20Complaint%20Sheet.pdf

Within 30 days of receiving the request for review, the Registrar will acknowledge receipt, in writing. The Registrar may direct the Deputy Registrar or Program Investigators to contact you for further details if required. When the review is complete you will be advised in writing as to what action, if any, will be taken.

After going through a review of the decision and you are still not satisfied with the decision of the Registrar,  you may request a review of the outcome of the complaint by the Director of Law Enforcement.  Requests for review must be submitted in writing within 30 days of receiving notification of the Registrar’s decision using the process outlined in the document How to Resolve a Complaint Concerning the Conduct of a Security, Investigator or Locksmith Business

Complaints against the Employer (Falcongate Ltd.)

You may also be concerned about our business. To resolve a complaint against a business licensee or the employer (Falcongate Ltd.), section 28 of the Act stipulates the process for the complaint and review process.  A complaint against a business must be submitted to the Registrar in writing within 90 days by completing a Complaint against a Business Form

Review of complaints against the Employer
If you are not satisfied with the decision of the Registrar the complainant may request a review of the outcome of the complaint by the Director of Law Enforcement.  Requests for review must be submitted in writing within 30 days of receiving notification of the Registrar’s decision using the process outlined in the document How to Resolve a Complaint Concerning the Conduct of a Security, Investigator or Locksmith Business.

Alternately, you can contact the Public Complaints Coordinator

Sarah Quaghebeur
Public Complaints Coordinator – Peace Officer & Security Programs
9th Floor, 10365–97 Street
Edmonton, AB  T5J 3W7
Phone: 780-638-3704
Fax: 780-427-4670
Email: POProgram@gov.ab.ca