Quality of Service

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How to Provide Comments About the Quality of Service Delivered by the Charlottesville Police Department

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Members of the Charlottesville Police Department make every effort to perform their duties in a competent, courteous, and professional manner. Frequently, many of our employees exceed the expectations of the public in the performance of their duties. If you have observed an employee performing in such an exemplary manner, we encourage you to let us know about it.

Members of the Department take a great deal of pride in being recognized for exceptional service by the citizens they serve. This kind of recognition provides a great deal of encouragement to them as they perform their difficult duties. Encouragement such as this improves officer morale and helps to challenge officers to go above and beyond in their public service.

The Charlottesville Police Department recognizes employees for exemplary performance of their duties through the use of formal commendations. Citizens are encouraged to issue verbal or written praise to an employee for performance or specific acts of service considered worthy of recognition. If you would like to tell us about service that you received or witnessed that was worthy of recognition, you may write to the Chief of Police at the address below or respond electronically the Office of Professional Standards at qualitycontrol@charlottesville.org. No matter which option you choose, please accept our thanks for taking the time to share your experience with us.

Matters of Concern Regarding Service Delivery

The integrity of the Charlottesville Police Department depends on the personal integrity and discipline of all employees, both individually and collectively. The public’s perception of the effectiveness of the Department is to some extent determined by the prompt and concerned response of the Department to allegations of misconduct or improper activity by its employees both on and off duty. The Department recognizes that part of the responsibility for ensuring that the Department maintains high standards of service to the community should be a systematic effort to identify and address potential problems with employee misconduct before a citizen feels compelled to complain. Providing a procedure to address employee conduct identified through internal processes will hopefully encourage professional conduct throughout the organization. Investigation of complaints against employees of the Department will be conducted with the strictest confidentiality, keeping in mind the rights, concerns, and privacy of all parties involved.

A complainant is a citizen that reports a legitimate concern or grievance regarding employee misconduct. A legitimate concern or grievance is one that is defined as being, "real, valid, or genuine," 1 and "neither spurious nor false." 2 Citizens are encouraged to report legitimate concerns or grievances by submitting a Citizen Complaint Form to the Charlottesville Police Department in person or by mail to the following address:

Charlottesville Police Department
Internal Affairs Unit
606 East Market Street
Charlottesville, VA 22902

Citizens may obtain a Citizen Complaint Form from the police department Customer Service Window or by clicking here.

The Department is committed to conducting thorough and timely administrative investigations. All complaints are forwarded to the Office of Professional Standards for documentation and assignment. You will receive a letter acknowledging receipt of your complaint and a supervisor will contact you in the near future, investigate your complaint, and make a disposition recommendation to the Chief of Police. The Chief of Police determines the final disposition of all complaints.

It is imperative that our employees and private citizens feel free to voice concerns and to document complaints against Charlottesville Police Department personnel; therefore, these files are kept strictly confidential. These files are further exempt from public disclosure pursuant to the Virginia Freedom of Information Act, Section 2.2-3705(A)(4) and (A)(8) of the Code of Virginia, and private, personal information about individual employees is protected by law under the Government Data Collection and Dissemination Practices Act (formerly known as the Privacy Protection Act), Section 2.2-3800 et seq. of the Code of Virginia. Accordingly, we do not release the results of such investigations, however, once the Department concludes its investigation, you will be notified by letter.

Citizens may also telephone one of the following numbers to speak to a supervisor in reference to a service issue.

Internal Affairs Unit: 970-3600

Patrol Division Commander:  970-3368          

Support Division Commander: 970-3960

The intentional filing of a false complaint could result in legal action against the complainant.