Complaints Process
If NSIRA determines that the subject of the complaint falls within its mandate to investigate, NSIRA will proceed with its investigation by reviewing documentary evidence, conducting investigative interviews of the complainant and witnesses identified by the parties and/or conducting an oral or written hearing on some or all of the issues of the complaint.
Once NSIRA’s investigation is completed, it will prepare a report with its findings and/or recommendations. A declassified copy of the final report will be sent to the complainant. A declassified and depersonalized version of the final report will be published on NSIRA’s website.
Informal Resolution
A complaint made to NSIRA, including a referral from the CRCC, can be informally resolved if the complainant and responding department consent.
The purpose of an informal resolution is to resolve some or all of the issues in a complaint. An informal resolution may take the form of any number of remedial actions and has several benefits. The goal is to provide an opportunity for the parties to gain a better understanding of the situation that gave rise to the complaint and to provide them with an opportunity to deal with the complaint expeditiously and to the satisfaction of all parties.
If the complaint is resolved informally, the terms of the informal resolution must be set out in writing and signed by all parties. A party or the NSIRA Member assigned to the investigation of the complaint may, at any time, request a resolution meeting between the parties. In the event that a complaint cannot be resolved informally, the merits of the complaint will be investigated by a different NSIRA Member.
