Employee Complaint Procedures

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The Keller Police Department is dedicated to providing exceptional service to its employees and citizens through a problem-solving approach, emphasizing a commitment to excellence through teamwork. Police employees are carefully selected, held to the highest standards, and provided with the best training available.

The purpose of any Internal Affairs system is the diligent pursuit of the truth. We are committed to that objective, recognizing that our agency's credibility depends upon the community's belief that we can police ourselves. With that in mind, we provide the following information regarding how you can file a complaint, how a complaint is investigated, and how it is disposed.

A disagreement over the validity of a traffic citation or arrest is not a complaint.  Such disagreements should be directed to the court having jurisdiction in the matter.

How to File a Complaint

A person wishing to file a complaint should contact the Keller Police Department in person or one in of the following ways.

  • Email police@cityofkeller.com or call 817-743-4500
  • After business hours or on weekends, call our dispatch office at 817-743-4522 and ask to speak to an On-Duty Supervisor

All complaints will be handled promptly. You will be interviewed by an assigned supervisor.

Any person who believes that they have been subject to biased policing or enforcement by any Keller Police officer or employee should immediately file a complaint with the on-duty supervisor in person or call the number above.

Biased policing or enforcement is defined as: any law enforcement-initiated action based on an individual's race, ethnicity, national origin, gender, sexual orientation/identity, religion, age, disability, occupation, or any other identifiable characteristic rather than on the individual's behavior or on information identifying the individual as having engaged in criminal activity.

The Texas Government Code Section 614.021 provides that a complaint regarding a peace officer's conduct must be in writing and signed by the complainant, in order to be considered by the Chief of Police. However, the Chief may sign the complaint when a complainant wishes to remain anonymous.  A copy of the complaint will also be provided to the officer or employee before disciplinary action is taken, if the investigation will not be compromised.

What Happens When a Complaint IS Substantiated?

When the investigation of a complaint reveals the charges are true and should be sustained against the police employee, the department may take one of the following actions, depending on the nature of the violation:

  • Verbal Reprimand
  • Structured Counseling
  • Written Reprimand
  • Suspension 
  • Termination

What Happens if a Complaint IS NOT Substantiated?

If there is not sufficient evidence to support the allegation, the investigation is closed with no further action taken.

What Happens if You Are Not Satisfied with The Disposition of Your Complaint?

If you are not satisfied with the investigation or action taken relating to your complaint, you may seek additional action from:

  • The City Manager's Office, City of Keller;
  • The Tarrant County District Attorney; or
  • Personal Legal Counsel

The Keller Police Department is dedicated to the welfare of all citizens, in establishing the facts regarding any reported incident and in taking action where its employees have proven derelict in their duties or are guilty of wrongdoing. If it becomes necessary for you to make a complaint, you can be assured that it will be given a fair and thorough investigation.

By the same token, if you have an occasion to see a police employee doing outstanding work, we encourage you to tell the employee, or us, about it. The Keller Police Department is comprised of professionals dedicated to serving you.