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Comments, Commendations or Complaints
Questions or Comments:
The North Carolina Division of Motor Vehicles License and Theft Bureau is dedicated to providing every citizen with high quality professional service. If you have questions or comments for the Bureau, visit “Office Locations” on the DMV Web site to find the address and phone number of the Bureau office near you.
Commendations:
If you feel that one of the License and Theft Bureau officers has gone above and beyond his or her duty to assist you, you may want to commend them so that they can be recognized among their peers as setting an example for the Bureau. The Commendation Form may be completed, mailed or delivered to the local License and Theft Office or to DMV Headquarters, 1100 New Bern Ave., Raleigh, NC.
Complaints:
If you feel that a member of the License and Theft Bureau has been less than professional or helpful, or if you suspect a member has engaged in corruption, excessive force or other serious misconduct, it may be necessary to file a complaint. All complaints against Bureau members are considered serious and they are investigated thoroughly and objectively.
- Types of complaints. Complaints can be filed alleging unprofessional conduct or improper behavior by any employee of the License and Theft Bureau. These include, but are not limited to, complaints about law enforcement service, demeaning language, harassment or excessive force.
- Anonymous complaints. Complaints may be filed anonymously with the Bureau. However, these are not recommended because they are often difficult to investigate. Anonymous complaints must provide sufficient factual information and explicit details to permit a thorough investigation.
- How to file a complaint. You may go to any License and Theft Bureau office to report a complaint. Any member of the Bureau is authorized to receive the initial complaint and forward it to the appropriate supervisor. It is best to file a complaint in person at the office, however you may also file a telephone complaint provided you follow up by sending a written, completed complaint form. The Complaint Form must be printed, completed, signed and hand-delivered to the nearest License and Theft Bureau District Office or to DMV Headquarters, 1100 New Bern Ave., Raleigh, NC.
- Investigation process. Once the complaint is forwarded to the appropriate supervisor, it is submitted to the Office of Professional Standards. This office evaluates complaints for severity and determines how the complaint should be handled. Complaints that allege serious violations are directly investigated by the Office of Professional Standards. Each complaint is investigated in an objective, independent, fair and ethical manner following the professional standards set by the Bureau. Each citizen who files a complaint with the Bureau will receive a letter stating receipt of the complaint and another letter when the investigation is complete. Investigators are generally allowed 20 days to conduct a thorough investigation into the complaint. In certain situations, an extension may be granted. The member against whom the complaint was filed will be given the opportunity to respond to the complaint. The filing citizen will receive a letter updating the status of the investigation if an extension is granted to the investigator.
- Investigation outcome. After the investigator has gathered all the pertinent facts and evidence, a written report will be prepared containing findings and recommendations. The report will be forwarded to the Bureau’s command staff. The report will contain one of the following four specific findings:
- Sustained: The allegation is supported by sufficient evidence to indicate that the allegation is true.
- Not Sustained: There is insufficient evidence to either prove or disprove the allegation.
- Unfounded: The allegation is false or there is insufficient evidence to support the allegation.
- Exonerated: The incident complained or occurred, but was lawful and proper.
- Notification of outcome. When the investigation is complete the citizen will be notified by letter that appropriate action has been taken. Neither the Bureau nor any of its offices may release the findings or resulting disciplinary action, according to State of North Carolina personnel laws. For information concerning personnel privacy laws, visit the Office of State Personnel Web site: http://www.osp.state.nc.us/
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