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Transit Peace Officers (TPO) are committed to the safety and security of our customers.   Our employees are expected to treat citizens with courtesy, dignity and respect.   If you have a compliment or complaint about the Transit Peace Officers (TPO) or Fare Checkers, we encourage you to contact us.

In January of 2008, Transit Peace Officers established our Professional Standards Unit as a single contact point for citizens who wish to make a compliment or complaint concerning the actions of our Transit Peace Officers and Fare Checkers.   Our compliments and concerns processes are administered in an open, Fair, accountable and professional manner and are regulated by the Peace Officer Act and associated regulations.

Professional Standards Unit may not address complaints about whether or not a ticket should have been issued.   Once a ticket has been issued, it may be properly addressed within the courts.

The following are commonly asked questions associated with how to make a compliment or complaint.

How do I compliment the actions of an Transit Peace Officers (TPO) employee?

Positive feedback reinforces that we are meeting our goals and expectations of our customers.   Should you wish to compliment the actions of an Transit Peace Officer, you may:

  • Contact the employee's supervisor through Security Commendations and Concerns line at 780-496-5747  
  • Write a letter to the attention of the Director of Transit Peace Officers.
All compliments received are kept and forwarded to the employee and the employee's supervisor.
Who can I speak with to discuss concerns I may have relating to the conduct of an Transit Peace Officer or Fare Checker?

Very often our Transit Peace Officers and Fare Checkers respond to incidents involving crime and disorder following strict compliance with the law and our policies.   Even so, their actions can be of concern when not fully understood.   In other instances, they may have reacted inappropriately to the circumstance they are presented with.   In either case, we would like to hear from you.

If you have any questions or concerns relating to the conduct of Transit Peace Officers (TPO) of Fare Checkers, please conduct our Professional Standards Unit.   They will discuss your concerns, endeavour, to research the incident and provide you with information that may help to resolve your concerns.

Members of our Professional Standards Unit can be contacted by calling their "Intake Line" at 780-496-5747 during normal business hours. Monday to Friday 8am to 4pm.

Voice mail messages received out of business hours will be replied to within 2 business days.

Email address is ETSSecurityConcerns@edmonton.ca

What options do I have relating to making an informal or formal complaint?

There are several options for making informal and formal complaints.

We encourage you to contact the Transit Peace Officers Professional Standards Unit at 780-496-5747.   Professional Standards Unit personnel are dedicated to resolving your concerns by:

  • Acting as a resource to reviewing and taking action to resolve your concerns.
  • Arranging for you to speak independently with the supervisor of the employee you are concerned about.   The supervisor will attempt to resolve your concerns.
  • Arranging for formal mediation, where both you and the employee agree to meet with an external mediator in an attempt to informally resolve your concerns.

If at any time your concerns cannot be informally resolved to your satisfaction, or should you wish to make a formal complaint, the Professional Standards Unit investigator will assist you in following the proper steps for making a formal complaint.

The Peace Officer Act governs the manner in which a formal complaint must be made concerning the actions of a Transit Peace Officers (TPO) .  Should you wish to make a formal complaint about a Transit Peace Officers or a Fare Checker, it must be done in writing to:

Director of Edmonton Transit Safety and Security
Main Floor, Chancery Hall
3 Sir Winston Churchill Square
Edmonton, AB
T5J 2C3

Written complaints may be faxed to the Director at 780-496-4642.

Written complaints should include as much detail as possible as to:

  • The date and time of the occurrence.
  • Where the occurrence took place.
  • What happened during the incident that formed the subject matter of the complaint.
  • The identity of all persons connected with the complaint.
  • Contact details of the complainant.
What will happen if I make a formal complaint?

When a formal complaint is received in writing concerning the actions of a Transit Peace Officers (TPO), TPO is required by the Peace Officer Act to investigate your complaint.   Your complaint concerning the actions of a CPO or a Fare Checker can be investigated either formally or informally.   When your complaint involves an allegation of criminal wrongdoing on the part of a TPO, the matter will immediately be referred to the Edmonton Police Service for investigation.

When your letter is received, a member of the Transit Peace Officers Professional Standards Unit will contact you to discuss the exact nature of your concerns.   Should you wish to have your concerns addressed informally; every effort will be made to resolve your complaint to your satisfaction.

If your concerns cannot be resolved informally or you do not wish to engage in an informal process, your complaint will be subject to a formal investigation.   When a formal investigation is commenced, you can expect to be contacted by a Professional Standards Unit investigator who will need to interview you to ascertain the exact details of your complaint.

During the course of the formal investigation of your complaint, you may still exercise your right to have your complaint informally resolved.

On the conclusion of the investigation, you will receive a letter from the Director of Transit Peace Officers advising you of the disposition of your complaint, the reasons for the disposition being reached, and your right of appeal to the Solicitor General and Public Safety Director of Law Enforcement.   Should the TPO or Fare Checker be disciplined in relation to your complaint, you will be advised of the discipline imposed.

Written complaints are acknowledged in writing at the time of receipt of the complaint.   Throughout the course of the investigation of your complaint, you can expect to receive regular updates concerning the status of the investigation.

What if I do not agree with the result of a formal investigation?

Transit Peace Officers (TPO) are Peace Officers as defined in the Peace Officers Act. By virtue of Section 15(4) of the Peace Officer Act, any decision reached by the Director of Transit Peace Officers relating to a written complaint concerning the actions of a TPO, may be appealed to the Solicitor General and Public Security Director of Law Enforcement.

The purpose of the appeal process is to provide an avenue of third party oversight for the decisions made concerning the public complaints, as they relate to all Peace Officers in the Province of Alberta.

Fare checkers are not Peace Officers and as such, they are not governed by the Peace Officers Act.   The decision of the Director of TPO concerning a written complaint related to the conduct of a Fare Checker is final and not subject to the appeal process.

For More Information

Edmonton Transit Safety and Security Division

Main Floor, Chancery Hall
3 Sir Winston Churchill Square
Edmonton, AB T5J 2C3

If you have any questions or concerns about safety and security while traveling on ETS, contact the ETS Customer Service (Monday to Friday, 8:30am - 4:30pm).

Telephone In Edmonton: 311
Outside Edmonton: 780-442-5311
Fax 780-496-4642
Email ETSSecurityConcerns@edmonton.ca

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