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Complaint Process

The Onondaga County Department of Emergency Communications is committed to providing the highest level of service to our citizens and stakeholders. To that end, an obligation exists to our employees, the public safety agencies that we support, and the citizens of Onondaga County to investigate allegations of misconduct or substandard performance.

The Onondaga County Department of Emergency Communications accepts complaints against itself (e.g., 911 Center policies and procedures) and any of its employees, and will investigate all complaints to the appropriate disposition. A complaint may be given to the department by any means to include in person, by telephone, or by letter. Anonymous complaints will be accepted.

A complaint is defined as: an allegation of circumstance[s] amounting to a specific act or omission which, if proven true, would amount to employee misconduct; or an expression of dissatisfaction with a policy, procedure, practice, philosophy, or service level of the agency. Complaints should concisely and specifically describe the conduct that was found to be improper and should include the date, time, and circumstances of the contact. Please include a daytime telephone number where you may be reached.

Written complaints may be mailed to:

Onondaga County Department of Emergency Communications
3911 Central Avenue Syracuse, NY 13215

You may also e-mail your complaint to e9ecom1@ongov.net or call 315.435.7911.

All complaints will be thoroughly investigated by the appropriate supervisor. You may receive a follow-up contact by telephone, mail, or e-mail to clarify specific issues. The supervisor will interview employees, witnesses and review reports, computer records, and telephone/radio audio recordings. At the conclusion of the investigation, a finding will be determined and you will be informed of the outcome.
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