TSERA SPECIAL POLICE: SHARE YOUR FEEDBACK
How Are We Doing
Your Opinion Matters!
We want to hear from you.
Let us know how we are doing.
At TSERA Special Police, we are committed to excellence in all aspects of our operations. Your feedback is valuable to our continuous quality improvement.
We actively encourage and welcome your input on our personnel, operations, and processes; as it allows us to better serve you, our community, partners, stakeholders, and clients. Through ongoing evaluations and refinement, our goal is to ensure that we maintain the highest standards of performance and service.
We actively encourage and welcome your input on our personnel, operations, and processes; as it allows us to better serve you, our community, partners, stakeholders, and clients. Through ongoing evaluations and refinement, our goal is to ensure that we maintain the highest standards of performance and service.
General Feedback Form
Please use this form to let us know how we’re doing!
Complaints and Compliments
Complaints and compliments can be submitted to TSERA Special Police 24 hours a day, 7 days a week.
There are multiple options available for submitting your complaint or compliment.
There are multiple options available for submitting your complaint or compliment.
Compliments Procedure
Any compliment or commendation concerning a TSERA Special Police representative may be sent via email by contacting the Duty Station or Location where the representative is assigned. Please direct all calls, email, and correspondence to the attention of the District Commander for the specific location or duty station.
Complaints Procedure
TSERA Special Police is committed to providing exceptional professional service and protecting those we serve. If you feel that you have been subjected to misconduct or other unprofessional conduct by TSERA Special Police personnel, we would like to investigate and take action on the issue as soon as possible.
If your complaint involves another agency, you must contact that agency directly. The TSERA Special Police Internal Affairs and Professional Standards Unit investigates alleged misconduct of TSERA Special Police personnel only. TSERA Special Police thoroughly evaluates all complaints and reports of personnel misconduct. Anyone who files a complaint will be treated with dignity and respect.
If your complaint involves another agency, you must contact that agency directly. The TSERA Special Police Internal Affairs and Professional Standards Unit investigates alleged misconduct of TSERA Special Police personnel only. TSERA Special Police thoroughly evaluates all complaints and reports of personnel misconduct. Anyone who files a complaint will be treated with dignity and respect.
By Phone
You may bring the issue to the attention of our administration during regular business hours by calling +1-302-426-2111. You can also bring the issue to the attention of the on-duty Officer In Charge (available 24/7 by calling +1-844-998-7372) who may be able to resolve it, or, they will document and escalate the issue to our administration to discuss the matter with you. If a complaint or problem cannot be resolved to the satisfaction of the complainant by phone, a formal written complaint procedure is available.
In Writing
The formal complaint procedure begins with the complainant filling out a Formal Written Complaint Form. Completed Formal Written Complaint Forms should be submitted directly to TSERA Special Police administration, as specified on the form. Download, complete, and mail in the Formal Written Complaint Form. The complainant must fill in and complete all requested information, and submit the original completed form with an original signature. Incomplete forms or copies will not be accepted. TSERA Special Police strongly suggests that you keep a completed copy for your own records. All completed Formal Written Complaint Forms must be mailed to:
TSERA Special Police Administration
ATTN: Internal Affairs and Professional Standards
8 The Green, Ste. 14193
Dover, Delaware 19901
TSERA Special Police Administration
ATTN: Internal Affairs and Professional Standards
8 The Green, Ste. 14193
Dover, Delaware 19901
Complaint Process
Filing a Complaint
Certification & Verification
Professional Standards
Timeline
Statistical Reports
Filing a Complaint
A Formal Written Complaint Form can be completed and submitted by the impacted/affected person or person, a parent or legal guardian of a minor on their behalf, or, a representative of an incapacitated or deceased person or persons. The basis of the complaint must allege actual misconduct, violation of policy, improper conduct, or other valid grievance.
The written complaint must be received by either: (1) the administration, or (2) the Internal Affairs and Professional Standards Unit; who begins an initial investigation into the allegations brought forth by the complainant. Throughout the investigation, the complainant will be contacted and updated on the matter. The complainant will be required to answer all follow-up questions, and participate to the extent necessary to both investigate and potentially resolve the allegations. The complainant may designate a representative to receive all notices concerning the complaint. However, a representative is not permitted to act on behalf of the complainant.
The written complaint must be received by either: (1) the administration, or (2) the Internal Affairs and Professional Standards Unit; who begins an initial investigation into the allegations brought forth by the complainant. Throughout the investigation, the complainant will be contacted and updated on the matter. The complainant will be required to answer all follow-up questions, and participate to the extent necessary to both investigate and potentially resolve the allegations. The complainant may designate a representative to receive all notices concerning the complaint. However, a representative is not permitted to act on behalf of the complainant.
Certification & Verification
Each Formal Written Complaint Form or Witness Statement Form must be certified under penalty of law, and verified by oath or affirmation. As a part of the complaint certification and verification, it is necessary for the complainant to be able to positively identify the TSERA Special Police representative(s) allegedly involved. If the complainant is unsure, or is unable to positively identify the representative(s) allegedly involved, the investigating personnel will make every attempt to identify the representative(s) involved.
Professional Standards
A representative of Internal Affairs and Professional Standards will be in contact or meet with the complainant and attempt to reach a satisfactory/conciliatory understanding based upon the allegations and any supporting evidence relating to the complaint. If the complainant is not satisfied, an escalated investigation will begin, handled by a representative as designated by the Chief or other authorized administrator.
Timeline
An initial investigation can take up to 60 days from the date of receipt of the original complaint. If the complainant has been arrested and charged for actions stemming from or related to the formal complaint, the investigation may be delayed until the disposition of those charges. The Chief or other authorized administrator may also extend an investigation for good cause up to 60 days.
The Chief or an authorized administrator has 30 days from the receipt of the Internal Affairs and Professional Standards report to make a final determination and disposition of the complaint. The disposition, including any disciplinary action, will be communicated in writing to the representative(s) against whom the complaint was filed. The complainant will receive a notice of the disposition by certified mail including a summary of the findings and reasons for the disposition.
The Chief or an authorized administrator has 30 days from the receipt of the Internal Affairs and Professional Standards report to make a final determination and disposition of the complaint. The disposition, including any disciplinary action, will be communicated in writing to the representative(s) against whom the complaint was filed. The complainant will receive a notice of the disposition by certified mail including a summary of the findings and reasons for the disposition.
Statistical Reports
TSERA Special Police will publish the number of formal complaints filed in an annual report, including disposition and if disciplinary action was taken. All Formal Written Complaints and associated findings and actions are securely maintained by the Administration, and are available to the TSERA Special Police Administration, Board of Directors, agency personnel involved, and complainant(s) and/or their representatives upon request.
