Submit Employee Complaint or Commendation butterfly

Message from Chief Madalone...Thank you for coming to us with your comments and/or concerns. It is our mission to provide exceptional public safety service and enhance the quality of life in our community. Moreover, it is our vision to achieve a culture of excellence by partnering with our community, respecting the rights and dignity of all people, and providing professional public safety service through integrity and accountability.

As stated above, policing involves a partnership with the community. Each employee plays an essential role in building, implementing and maintaining that partnership. Jointly we will work cooperatively to identify and solve problems and or issues within the department and the community to improve the delivery of service and maintain the quality of life in our city. In our interactions with one another and with the public it is paramount that we remain professional and consider how our actions or conduct may impact others.

As the Chief of Police it is my responsibility to investigate allegations of misconduct, or complaints related to service delivery. My role is to ensure constructive change to improve efficiency, improve services or to clarify our role as police professionals serving in Pacific Grove. We take seriously all feedback regarding the service provided by our employees and the conduct of our members. The information below will help you understand our commendation and complaint process.

Compliments and CommendationsOur Pacific Grove Police employees are committed to serving all members of our Community. Some go beyond what is expected. Whether an employee’s actions demonstrated excellent customer service, were heroic, or made an overall positive impact on you or someone else, we would like to hear about it.

By completing our Community Report to Commend Employee form, you are informing the Pacific Grove Police Department’s leadership team about the actions of an employee and a job well done. Thank you for taking the time to provide feedback regarding your experience and for recognizing one of Pacific Grove’s finest. If you have any further questions or require any assistance, please contact our leadership team at (831) 648-3143.

Complaint Process InformationOur policy…

It is the policy of the Pacific Grove Police Department to thoroughly investigate all complaints against its employees as part of our commitment to maintaining the public’s confidence and trust. The Police Department views all community complaints against its employees very seriously, and actively pursues investigations into misconduct. All such investigations are conducted in a fair and expeditious manner in accordance with department, state, and federal laws and regulations.

Who may complain?

Any person who witnesses or has direct knowledge of police misconduct may file a complaint with the Pacific Grove Police Department. The person need not have been personally involved to do so. Parents may also file a complaint on behalf of juveniles, should the juveniles not feel comfortable making the complaint themselves. The Police Department will accept an allegation by phone, letter, email, fax, anonymously, or in person. The complaint may be made at the Police Department, or any other mutually convenient location. Regardless of where or how the allegation is filed a complaint will be handled appropriately.

Who investigates the complaint?

Department supervisors are charged with the maintenance of discipline and with overseeing the conduct of employees assigned to their charge. In most cases, the supervisor of the employee conducts the investigation and reports the incident through the chain-of-command for disposition. In more serious incidents that could result in demotion or dismissal, or where criminal charges may be involved, the investigation is managed by the Department's leadership team.

What is the complaint procedure?

The investigating supervisor, or investigator, interviews all witnesses and parties involved. Depending on the nature of the complaint and findings, corrective action may be handled by the employee’s supervisor, or by the leadership team.

It is important to understand that all complaints are considered confidential personnel matters/records and, as such, the Department is prohibited by law (Penal Code Section 832.7) from releasing such information to the public. Upon completion of an investigation, we notify complaining parties and provide them with a prescribed disposition, identifying whether the allegation(s) was sustained, not sustained, exonerated, or unfounded.

  • Unfounded – the allegation is false or without merit.
  • Exonerated – the alleged activity occurred as reported, but was lawful and proper under the circumstances.
  • Not sustained – insufficient evidence to with prove or disprove the allegation.
  • Sustained - allegation is supported by sufficient evidence to justify a reasonable conclusion of guilt.

How much time does it take to investigate a complaint?

According to the Peace Officer Bill of Rights Government Code Section 3304, investigations into alleged police officer misconduct must be completed within one year of the received date. There are exceptions which may extend or toll this timeline.

Submit forms or comments to:

Confidential - Chief of Police
Pacific Grove Police Department
580 Pine Avenue, Pacific Grove, CA 93950
Phone: (831) 648-3143

Community Report to Commend Employee

Public Complaint Form

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