The Santa Clara Police Department is committed to providing high quality police service to the community.  In order to be responsive to community needs, it is necessary to have citizen input. The Santa Clara Police Department encourages recommendations from the public on ways to improve our services.  We welcome commendations for personnel who perform their duties exceptionally well and encourage inquiries and complaints about questionable performance, actions, policies or procedures.

Your constructive comments about our service will help us maintain our high level of service and foster a healthy relationship with the community.  

Citizen’s Guide to Making Commendations, Inquiries or Complaints

Citizen's Process for Commending Exceptional Performance

Recognition of exceptional performance is a valuable component of the citizen feedback process.  Commendations, either verbal or written, are one of the best ways you can let someone know that you appreciate their good work.

Commendations received by the Chief of Police are forwarded to the employee with a copy placed in his or her personnel file.  Your commendation will also be posted on the Department’s bulletin board to be read by all employees.  Although our employees don’t expect to be thanked for everything they do, recognition of exceptional service is always constructive.  Positive feedback lets us know if we are doing a first-rate job.  

Citizen’s Inquiry and Complaint Process

What is a Citizen’s Inquiry?

A Citizen’s Inquiry is any contact with a citizen in reference to an issue of concern that does not require a formal investigation.  The Citizen’s Inquiry process seeks to resolve the issue at an informal level, to the satisfaction of the citizen, by means of discussion, explanation or clarification.  Citizen’s Inquiries are generally handled by an on-duty supervisor.  A Citizen’s Inquiry that is not resolved can become a Citizen’s Complaint.

What is a Citizen’s Complaint?

A Citizen’s Complaint is a formal documentation involving:

1.      a complaint against Personnel;

2.      a complaint against Department policy or procedure;

which was not resolved at the Citizen’s Inquiry level or because the nature of the allegation may require an administrative and/or criminal investigation. Once the complaint is received, it will be reviewed by a supervisor and assigned to the direct supervisor of the involved employee.  The investigation will usually include a review of all applicable reports, policies and procedures, examination of any evidence or medical records and interviews with involved parties and witnesses. 

How long will it take?

A simple complaint might take only a day to complete, while a complex complaint might take several months to investigate and review. You will be notified on the progress of the investigation. 

What will happen at the end of the investigation?

The Chief of Police reviews every Complaint.  If the Chief determines that an employee violated Department policy or procedures, appropriate corrective action will be taken.  The Chief’s review will also include looking for ways to improve policies, procedures, and training. This review is to assure that the investigation was handled thoroughly and objectively. At the end of the investigation, you will receive written notification of the findings.  State Law prohibits us from releasing specific details concerning personnel actions.   

Notification of Findings

You will receive written notification of the Chief’s findings in the following form.

For Personnel complaint findings:

Sustained - A final determination by an investigating agency, commission, board, hearing officer, or arbitrator, as applicable, following an investigation and opportunity for an administrative appeal pursuant to Government Code § 3304 and Government Code § 3304.5 that the actions of an officer were found to violate law or department policy (Penal Code § 832.8).

Not sustained - When the investigation discloses that there is insufficient evidence to sustain the complaint or fully exonerate the member.

Exonerated - When the investigation discloses that the alleged act occurred but that the act was justified, lawful and/or proper.

Unfounded - When the investigation discloses that the alleged acts did not occur or did not involve department members. Complaints that are determined to be frivolous will fall within the classification of unfounded (Penal Code § 832.8).

Citizen Inquiry - When the investigation was about conduct or performance that, if true, would not violate department policy or rule, federal, state or local law, or the investigation was about conduct or performance in which the Office of the Chief of Police is satisfied that the allegation has been appropriately addressed by the supervisor of the accused member.

No Finding - When there is insufficient information available to conduct the investigation.

For Policy/Procedural findings: In complaints against Department policy/ procedures, the Chief may find that the policy or procedure is either: appropriate as written OR needs revision. Complaints sustained against policy/procedures will be sustained against the Department and not the officers involved.

How to make a Citizen’s Commendation, Inquiry or Complaint  

To make a commendation / compliment, click here. 

To make complaint, click here. 

Upon completion of the above form, you will be given the option to download a copy of your compliment/ complaint. Once the compliment/ complaint is received, it will be reviewed by a supervisor and assigned to the direct supervisor of the involved employee.

Please allow a minimum of 7 days for a complaint to be reviewed and assigned for follow up investigation. Depending on the nature of the complaint, you may be contacted immediately.

If you require assistance with completing the online compliment/complaint form or if you would like to make a Citizen Inquiry, you may call the Santa Clara Police Department Watch Commander at 408-615-4700 for assistance.

Complaint forms are available in six languages to download and submit via email at police@santaclaraca.gov

Citizen Form - English

Citizen Form - Spanish

Citizen Form - Hindi

Citizen Form - Vietnamese 

Citizen Form - Korean

Citizen Form - Mandarin

Or, the form can be mailed to:

Santa Clara Police Department
Attention: Internal Affairs
601 El Camino Real
Santa Clara, CA 95050