Complaints Policy

Any person who voices a concern, either verbally or in writing, regarding actions of a Houston Fire Department employee.

A written or verbal statement expressing dissatisfaction with a Houston Fire Department employee's conduct.

A sworn, notarized written statement alleging misconduct by a Houston Fire Department employee.

The person filing a formal complaint about a Houston Fire Department employee's misconduct.

A firefighter employed by the Houston Fire Department, classified under the Texas Local Government Code, having completed their probationary period.

A Houston Fire Department employee who is not classified as a firefighter under Texas Local Government Code, and who has not completed their probationary period.

An official inquiry conducted by the City of Houston into any alleged misconduct by an employee that could lead to disciplinary action.

A preliminary review of a complaint, conducted by the Office of the Inspector General (OIG) or the Professional Standards Office.

A less formal approach to address a complaint, focusing on education and training rather than disciplinary action.

A type of disciplinary action that includes suspension, demotion, or a combination of both.

The person who is the subject of a misconduct investigation.

Anyone with knowledge about the alleged misconduct, including the person who filed the complaint.

All Fire Department divisions and departments are subject to this guideline.

All employees must follow this guideline.

Employees are expected to report any complaints or observed misconduct promptly to the appropriate office.

Maintaining privacy and confidentiality throughout the complaint process is essential.

The signature of the person filing the complaint must be notarized for it to be valid, as required by Texas Local Government Code 143.123.

The office responsible for probing accusations of staff misconduct. This includes breaking state or federal laws, disobeying fire department rules, and any case forwarded by the OIG.

The office responsible for investigating complaints against fire department staff, particularly those involving discrimination, retaliation, or harassment of protected groups.

Complaints related to medical procedures by EMS personnel are reviewed by the Professional Standards Office first before they are potentially transferred to EMS Command for further investigation.

All complaints must adhere to these guidelines, regardless of how serious they may seem.

The initial point of contact for complaints; they should be polite but direct complaining parties to the appropriate office for further action.

Complaints concerning claims for damaged property or personal injury should be forwarded to these specific offices.

The Medical Director has the authority to directly file a complaint with the OIG or Professional Standards Office for employee misconduct related to patient care.

The Professional Standards Office and Office of Inspector General conduct investigations according to their respective procedures and Texas Local Government Code, ensuring strict confidentiality.

A formal complaint alleging criminal violations, violations of Houston Fire Department rules and regulations, general orders, memorandums, orders, bulletins, directives, or guidelines should be forwarded to the Professional Standards Office.

Complaints received by the Office of Emergency Communications (OEC) are referred to the Office of Inspector General (OIG) or the Professional Standards Office, following specific guidelines.

Employees can file complaints about violations of Houston Fire Department rules and regulations, general orders, memorandums, orders, bulletins, directives, or guidelines with the Professional Standards Office.

Employees can file complaints about fraud, discrimination, retaliation, or harassment involving a protected class with the Office of Inspector General (OIG).

The Medical Director performs medical quality assurance investigations into cases of potentially sub-optimal patient care or other medically related incidents.

Employees may report complaints or observed misconduct to the appropriate office.

Confidentiality is maintained throughout the complaint process.

All Fire Department divisions and departments are subject to the complaint process outlined in this guideline.