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Citizen Complaint Process & Guidelines

JCDHR Official Citizen Complaint Process and Guidelines
  1. All formal citizen complaints will be coordinated through the Jacksonville Mayor's Office.
  2. A citizen complaint must be filed with the Mayor's Office within ninety (90) days from the date the alleged incident occurred.
  3. JCDHR members, who are contacted by a citizen wanting to file a formal citizen complaint, should refer all inquiries to the Mayor's Office.
  4. If a JCDHR member receives a formal citizen complaint, that Commission member needs to inform the Mayor's Office of the formal complaint within one (1) working day and ensure the official complaint and any supporting documentation is given to the Mayor's Office within three (3) working days from the date the formal citizen complaint was received.
  5. Within seven (7) working days after a formal citizen complaint has been delivered to the Mayor's Office, the Mayor or his/her staff will notify the JCDHR Board Chairperson of the complaint.
  6. Within three (3) working days from the date the JCDHR receives the citizen complaint, the Commission Chairperson will delegate the formal citizen complaint to the appropriate Chairperson of the JCDHR subcommittee in charge of investigating that type of citizen complaint. The Chairperson of the subcommittee will in turn be responsible for contacting the other Commission members on the subcommittee within three (3) working days from the date of his/her notification.
  7. The Chairperson of the JCDHR subcommittee, responsible for investigating a specific type of citizen complaint, will notify the complainant in writing within thirty (30) days of receiving the complaint that an investigation has begun.
  8. The JCDHR subcommittee, responsible for investigating a specific type of complaint and reporting its findings, must complete the process within sixty (60) days from the date the formal citizen complaint was filed with the Mayor's Office.
  9. The subcommittee, responsible for the investigation, will present the formal citizen complaint, its findings and any supporting documentation to the full JCDHR Commission for their consideration and approval. A simple majority (51%) vote of Commission members will be required before the findings and recommendations of an investigation will be considered approved by the full Commission.
  10. Any discussion about formal citizen complaints by the Commission and its subcommittees are considered confidential and must be held during a closed session.
  11. After the investigation has been completed and its findings approved by the full JCDHR, a meeting will be held with the Mayor, JCDHR Chairperson and the subcommittee Chairperson to discuss its findings and any recommendations.
  12. The Mayor will mail the JCDHR findings along with a final decision by the City to the complainant within ninety (90) days of the original date the formal complaint was filed in the Mayor's Office.
  13. If the JCDHR, its subcommittee or the Mayor's Office needs additional time to complete the investigation process, they can request an additional thirty (30) days. The JCDHR Chairperson will be responsible for notifying the complainant in writing that up to an additional thirty (30) days is needed to complete the investigation.
  14. Copies of the formal citizen complaint, investigation notes, findings, recommendations and the City's response will be confidential and maintained by the JCDHR Secretary and the Mayor's Office.
Complaint Process & Guidelines Updated May 2013