Complaints

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FOI Appeals

Please visit our Freedom Of Information section for information on how to appeal a decision made pertaining to an FOI Request.

Internal Complaints Process

The Department strives to satisfy the needs of its customers. However, we realize that sometimes we make mistakes and that sometimes people are not happy with what we have done.

What do we mean by an inquiry and a complaint?

Inquiry is defined as “a question regarding an action or lack of action performed by the Department that, depending on the answer provided, may or may not result in a complaint.”

Complaint is defined as “an expression of dissatisfaction, however made, about the standard of service, actions or lack of action by the Department or its staff affecting a member of the public, a User Agency or a User Group of the Cayman Islands Department of Public Safety Communications.”

How we handle complaints

If you have an inquiry or complaint regarding the RCIPS, Fire Service or Ambulance Service, you should contact those departments directly via their non-emergency phone numbers.

If you have an inquiry or complaint about something that is likely to be associated with our Department (for example, the amount of time it took to process an emergency telephone call, behaviour or attitude of the telecommunicator whilst on a 9-1-1 call, etc.), you should call the on-duty Communications Supervisor at 949-9008. The Communications Supervisor will attempt to answer your inquiry.  If you are not satisfied with the answer, the Supervisor will obtain your name and contact number, which will be forwarded to the Director of Public Safety Communications (or in his absence, an Assistant Director). 

The Director will contact you the next business day to get details of your complaint. The Director may listen to the audio recording of the telephone call or radio transmission, as all activity is recorded. The Department employee involved will also be interviewed.  At that point, the Director will determine what, if any, corrective actions should be taken.  You will be contacted within 14 days of making the formal complaint with a resolution or progress report.

Putting things right...

If your complaint is found to be justified, we will write to apologise to the people concerned and, depending on the seriousness of the incident, the matter will be reported to the Chief Officer of the Portfolio of Internal and External Affairs.  Specific information regarding disciplinary action of the Department staff member will generally not be provided.

Confidentiality

All persons making a complaint can be assured that their complaint will be handled objectively and with the highest degree of confidentiality possible. Identities of persons making a complaint will be withheld from anyone not directly involved with the incident and subsequent investigation.

Last Updated: 18 November 2011

Last Updated 2018-06-29