customer complaint procedure

Depending on the circumstances of your complaint, a complaint may be investigated in one of two ways. It will either be forwarded to the member’s supervisor for inquiry or to the Professional Standards Unit for investigation. Each allegation is examined on its own merits. Formal investigations require investigators to contact all available witnesses, including firefighters, examine any relevant physical evidence and gather all information pertinent to each allegation made in the complaint.

The Fire Chief will render a finding in each case. There are four possible findings:

1. Sustained: The investigation disclosed enough evidence to clearly prove the allegation.

2. Not Sustained: The investigation failed to reveal enough evidence to clearly prove or disprove the allegation.

3. Exonerated: The act which provided the basis for the complaint did occur; however, investigation revealed the act was justified, lawful and proper.

4. Unfounded: The investigation has produced sufficient evidence to prove that the act or acts alleged did not occur. This finding shall also apply when individual personnel named in the complaint were not involved in an act that did occur.

You will be notified of the finding in writing at the conclusion. When a finding of Sustained is determined, corrective action will be taken. The type of corrective action imposed is subject to the provisions of the Charter of the City of Sacramento, the rules of the Civil Service Board and, when appropriate, upon approval of the City Manager. Discipline may include counseling, training, and action up to and including termination. If your complaint is sustained and punitive discipline is imposed, the employee has appeal rights. Therefore, you may be required to testify at one or more administrative proceedings.

In conclusion, your valid concerns and criticisms help us protect the community from possible misconduct by employees. At the same time, a thorough and impartial investigation procedure helps protect employees from unwarranted charges when they perform their duties properly.

Email, Mail, In-Person, or Phone

A complaint may be made regarding any behavior on the part of an employee of the Sacramento Fire Department that you feel was improper. In order to begin an investigation of a complaint it is critical that you provide as much information as possible regarding the incident, including:

1. Your contact information: Name, Address, Phone Number(s).

2. Incident information: Date, Time, Location.

3. Employee(s) involved: Name and Badge Number, if possible.

4. Unit involved: Fire Company, Fire Station, and/or Fire Vehicle, if possible.

5. Description of the incident: Please provide as much detail as possible.

6. Witness information: Name, Address, Phone Number(s) of any witnesses to the incident.

You may complete our Customer Complaint Form or provide your information by email, regular mail, or in person.

By Mail or in Person:

Professional Standards Unit
Sacramento Fire Department
5770 Freeport Boulevard, Suite 200
Sacramento, CA 95822

By Phone: (916) 808-0777 (Hours: 8:00 a.m. – 5:00 p.m., Monday – Friday)

By Email: SFDPSU@sfd.cityofsacramento.org