Citizen Complaint & Commendation Process

The Kerrville Police Department is proud of the men and women who serve our community on a daily basis. We are also proud of the good relationship we share with the community which is a key component of our mission. We realize there are times when employees go above and beyond their call of duty. Law Enforcement employees, like everyone else, appreciate it when their good deeds are noticed.

If an Officer or Employee of the Kerrville Police Department provides exceptional service for which you feel they should be commended, please let us know by selecting the “Compliments” link above and completing the compliment form information. Feel free to provide your opinion about what the officer or employee has done to deserve commendation. The compliment form will be forwarded to the Chief of Police who will ensure the employee is made aware of your kind words, and that a copy of the compliment document is placed in their personnel file. This positive feedback boosts the morale of our employee’s and encourages them to continue to provide exceptional service to our community.

The Kerrville Police Department recognizes its employees are responsible for their conduct. The department acknowledges there are times when we can improve our service. It is essential to the safety of our community that the relationship between police and citizens be built on confidence and trust. Law enforcement cannot be effective without this vital connection between our department and the public.

Police Officers must be free to exercise their best judgment and initiate proper action in a reasonable, lawful, impartial manner, without fear of reprisal. At the same time, they must observe the rights of all people. The Department has implemented a complaint process allowing members of the public to voice their concerns about the conduct of our employees when appropriate. The complaint process, and appropriate subsequent follow up procedures, subject agency members to corrective action when they conduct themselves improperly. The guidelines also protect them from unwarranted criticism when they discharge their duties properly.

A disagreement over the validity of a traffic citation is not a complaint. Such disagreements should be directed to the court having jurisdiction in the matter.

The complaint process is designed to deal with each case factually and fairly. Citizens who file complaints are treated respectfully, and their concerns are taken seriously. All complaints are investigated thoroughly, and all findings are based on impartial evidence gained during the investigation.

Community members who wish to lodge a complaint are encouraged to do so by following the “Complaints” link above and completing the complaint form information. The information will be forwarded to the Chief of Police and assigned for appropriate follow up investigation. Complaint forms are also available at the Kerrville Police Department.

Many complaints can be resolved satisfactorily by a visit or telephone call to the supervisor on duty. The supervisor, usually the Sergeant, will talk with you about your complaint and work to resolve it.

All complaints will be dealt with in the same manner. Formal Complaints will be responded to in writing once the investigation is completed.

Any complaint can be made anonymously without giving your name. However, you cannot be informed of the internal review’s results if you choose to remain anonymous. After a thorough investigation, the complaint will be classified into one of the following dispositions.

Unfounded: the investigation determined the act or acts complained of did not occur.

Exonerated: the investigation revealed that the act or acts complained of occurred but were justified, lawful and proper.

Not Sustained: the investigation failed to disclose sufficient evidence to prove or disprove the allegation.

Sustained: the investigation disclosed a preponderance of evidence in support of the allegation made in the complaint.

Sustained allegations could result in additional training, counseling, written reprimand, suspension or termination.

Although employees named in a complaint will at some point be required to respond to the specific allegations, they are not permitted access to cases under investigation. Complainants need not be concerned they will be subject to retribution for legitimately stating a complaint because procedures are in place to prevent this.

Complainants who have current criminal or traffic charges pending should be aware the internal review process deals solely with department police matters and the conduct of agency employees. Regardless of the outcome of an internal investigation, existing criminal or traffic charges must be dealt with through the proper courts.