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Accessible Customer Service

NOTE: For general inquiries and contact information please see our Contact Us page.

Introduction

The Ontario Provincial Police (OPP) is committed to providing a barrier-free and accessible workplace, where every employee, and members of the public whom we serve, are treated fairly, equitably, and with dignity.

The OPP welcomes feedback from employees and members of the public about its Service Delivery.  Feedback can include:  positive comments/compliments, general comments, and suggestions for improvement.

This document outlines OPP’s feedback process and can be provided upon request in a variety of formats (based on the needs of the individual making the request).  The document has been communicated to all OPP employees and is available on OPP’s internet at www.opp.ca.

Note: The process described in this document is not meant to replace the public complaints process under the Police Services Act (PSA).  Information on public complaints under the PSA is available at www.opp.ca , “How Do I - File a police complaint”.

How the OPP Gathers Feedback on Service Delivery

To assess its performance, the OPP invites feedback from individuals by posting a public notice in its offices/locations and by including a link titled “Contact Us” on the opening page of its website. 

Any correspondence should be marked with the heading “Feedback on OPP Service Delivery”.  Feedback can be provided by any of the following means:

Online:

www.opp.ca Click on “Contact Us”, complete the online form in full, ensuring that you select “Feedback on OPP Service Delivery” category under the “Regarding” field and submit. 

Mail:

Program Advisor, HR Services
Career Development Bureau
777 Memorial Avenue
Orillia, ON L3V 7V3

Fax:

Program Advisor, HR Services
Career Development Bureau
Fax: (705) 329-6188

Telephone:

Program Advisor, HR Services
Career Development Bureau
Tel: (705) 329-6725

TTY:

1-888-310-1133


If None Of These Methods Is Suitable Or You Require Additional Accommodation To Provide Feedback, Please Indicate A Preferred Alternative.

What Action(s) Will The OPP Take When Feedback Is Provided?

  1. OPP employees who receive feedback directly from a member of the public will provide a copy of this document to the individual and inform the individual of OPP’s feedback process, including the means by which feedback can be provided.  
  2. Feedback will be forwarded to the manager of the responsible unit for review and action as appropriate.   Program areas will make every effort to address feedback immediately, whenever possible and/or appropriate.
  3. When appropriate and/or requested, the program area will provide an acknowledgement and/or a response in relation to the feedback. The response will be in writing (letter or email) unless another format has been requested which takes into account the individual’s disability.
  4. Where an acknowledgement and/or a response is provided, the manager of the responsible unit will ensure it is done in accordance with the Ontario Public Service Common Service Standards, namely:
    1. Verbal Feedback will be acknowledged within 2 business days.  If the issue is not resolved in the acknowledgement, a follow-up reply will occur as committed to in initial acknowledgement.
    2. Written Feedback will be acknowledged within 5 business days and/or a conclusive response will be provided within 15 business days.  If the issue is not resolved within 15 days a follow-up reply will be provided as committed to in initial acknowledgement.

Note:  Public complaints under the Police Services Act, will be forwarded to the Professional Standards Bureau.  Information on the public complaints process under the Police Services Act is available at www.opp.ca, “How Do I - File a police complaint”.

Confidentiality of personal information

Personal information provided through any feedback is collected under the authority of section 7 of Ontario Regulation 429/07 (made under the Accessibility for Ontarians with Disabilities Act, 2005), and will be used by for the purpose of: logging feedback, acknowledging and responding to negative feedback/complaints and analyzing feedback at the corporate level.

PUBLIC NOTICE - ACCESSIBILITY FEEDBACK PROCESS (Jan. 2013 - PDF)

Copies of the Ontario Public Service “Accessible Customer Service Policy” and this document and can be requested (in a variety of alternate formats) through the contact information noted above.