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COMPLAINTS PROCESS

The Richmond Department of Emergency Communications values the feedback it receives from the community and is dedicated to providing the best emergency and non-emergency communication service possible to all of Richmond’s citizens. The Communications Officers are carefully selected and given the best training.

If you choose to make a complaint, we follow a formal process to ensure that your complaint is thoroughly investigated. When you file a complaint, you will be asked to provide your name, address and telephone number where you can be reached, and the details of your complaint, including date, time, location, and name of the involved employee(s) if known. To file a complaint, please call 804-646-5911.

When we receive your complaint, the Management Team will send a letter to inform you that your complaint has been received and assigned for investigation.


INTERNAL INVESTIGATIONS

The Richmond Department of Emergency Communications investigates all complaints received, and compiles statistical summaries based on the investigations that are made available to the public and agency employees.

2017 2018 2019
Total Investigations 23 10 28
Substantiated 20 5 18
Unfounded 3 5 10
Percentage Substantiated 87% 50% 64%
Percentage Unfounded 13% 50% 36%

Contact Information:

Department of Emergency Communications
City of Richmond
Emergency: 911
Non-Emergency or to file a Police Report: (804) 646-5100
News media contact:
Karen L. Gill
karen.gill@richmondgov.com
804-646-8234 (office)
804-938-0776 (mobile)

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