City of Waco, Texas

Internal Affairs

Complaints & Commendations

Answers About:

Asking a question about department policies
Commending an employee
A Complaint about an employee

Each year, Waco police officers, 9-11 call takers, and other employees have thousands of contacts with people. In some cases, individuals may question why an incident was handled in a particular way. Or, they may wish to acknowledge the employees involved. In other situations, they may disagree with the actions or conduct of a department employee.

The Waco Police Department values the feedback it receives from the community as a means to evaluate current policies. For example, if a particular policy routinely generates questions from citizens, the policy may need to be changed, or employee training may need to be increased in that area. Occasionally, our employee's actions may be inappropriate and warrant corrective action.

The Waco Police Department takes people's concerns seriously. We believe the public is entitled to efficient, fair, and impartial service. We investigate all allegations of employee misconduct, respond to inquiries about employee actions or department policy, and document all commendations received from the public.

We investigate allegations and inquiries for these reasons:

To protect citizens from actual misconduct by an employee
To protect the department and those employees who conduct themselves appropriately; and
To identify policies and procedures that may need review or change, and to find ways to improve the quality of our service to the community.

This web page explains what you can expect to happen if you file a complaint (allegation) and outlines the process time line.

The Complaint Process - What Happens?

If you choose to make a complaint, we will follow a formal process to ensure that your complaint is thoroughly investigated. When you file a complaint, you will be asked for you name, address, a telephone number where you can be reached, and the details of your complaint, including date, time, location, and name of the involved employee(s), if known. You can choose one of three methods to report allegations of improper conduct. You can submit this information by mail, telephone, or in person.

When we receive your complaint, Internal Affairs staff will send a letter to inform you that your complaint has been received and assigned for investigation. Our policy is to complete the investigation within approximately 30 days from the date we receive the complaint. If that is not possible, we will notify you of a delay, provided you have given us information that allows us to reach you. Depending on the severity of the allegation, either the Internal Affairs staff will conduct the investigation, or the investigation will be assigned to the employee's immediate supervisor. The complaint will be classified based on the facts available. The classification will be one of five findings:

Sustained - The allegation is true and the action of the employee was inconsistent with Department rules and procedures.

Not Sustained - There is insufficient evidence to prove or disprove the allegation.

Unfounded - Incident did not occur, or affected employee was not involved.

Exonerated - The action complained of occurred, however, the conduct or action was lawful, proper, and in accordance with Department rules and procedures.

Cancelled - The investigation cannot be completed because the employee resigned or died, or the complainant refused to cooperate in the investigation if that refusal makes it impossible to determine what the complainants allegations are or what, if anything may have occurred.

If an allegation is sustained, appropriate action will be taken. The action may involve training, verbal or written reprimand, suspension from duty, or termination. You will receive a letter informing you of the findings.

However, in accordance with the law and out of respect for employees' privacy we do not release what specific discipline was imposed on the employee. '

Things to know

The department routinely checks the police records of the people with whom we have contact, including people who file complaints. If a Police Officer has contact with you and is aware of a warrant, he/she is legally compelled to arrest you. However, we do not want this to prevent you from giving us feedback. If you have an outstanding warrant, please clear it with the appropriate court.

If you are an undocumented resident, we will not report you to the Department of Immigration and Naturalization Service (INS) unless you have been convicted of certain criminal offenses. It is not our job, as City police, to detect or apprehend people who may be in the country or working illegally. We want to hear from all community members.

Tell Us About It!

If you wish to make an inquiry, commend someone for the service you received from City of Waco Police Department, or file a complaint, please call the Internal Affairs office at (254) 750-7504 Monday-Friday, 8a.m.-5p.m. You can also mail your complaint or commendation to the Waco Police Department at P.O. Box 2570, Waco, Texas 76701. Or you can come by in person at 721 N. 4th Street, Waco, Texas.