1.5 Public Complaints & Disciplinary Process
Key Takeaways
- Complaints about licensed security workers in Alberta are made to Security Programs, which oversees the conduct of licensed guards and investigators
- The Registrar has the authority to investigate complaints and impose discipline — warnings, licence suspensions, and licence cancellations
- Discipline is triggered by conduct violations such as dishonesty, breaches of confidentiality, criminal behaviour, working without a valid licence, or failing to co-operate with an investigation
- Licensed security workers have a legal duty to co-operate with the Registrar's investigation — failing to do so is itself a disciplinary offence
- Mandatory reports to the Registrar exist for certain events and are covered in detail in Module 5; the duty to co-operate applies whenever an investigation is underway
How Complaints Are Made
Members of the public, clients, employers, or police who have a concern about a licensed security worker in Alberta can submit a complaint to Security Programs — the unit within Alberta Public Safety and Emergency Services that administers the SSIA.
A complaint typically includes:
- The name and licence number of the security worker (if known)
- The date, time, and location of the incident
- A description of what happened
- Any supporting evidence — reports, photos, witness contacts
Security Programs reviews the complaint and determines whether it warrants investigation. Frivolous or unfounded complaints may be screened out, but serious allegations are investigated.
Quick Answer: Complaints about Alberta security guards go to Security Programs, which can investigate and discipline licensed workers. The Registrar can issue warnings, suspend, or cancel a licence. Licensed workers must co-operate with any investigation — failing to do so is itself a disciplinary offence.
The Registrar's Powers
The Registrar is the official responsible for licensing and discipline under the SSIA. When a complaint is substantiated, the Registrar can impose a range of outcomes:
| Outcome | Meaning |
|---|---|
| Warning | Formal written notice that conduct was improper; placed on the worker's record |
| Conditions | Restrictions placed on the licence (e.g., supervision, training requirements) |
| Suspension | The licence is temporarily invalid; the worker cannot work during the suspension |
| Cancellation | The licence is revoked; the worker must reapply if ever eligible again |
| Refusal to renew | The Registrar refuses a renewal application based on conduct or eligibility |
The severity of the outcome depends on the seriousness of the conduct, the worker's history, and whether the worker co-operated.
What Triggers Discipline?
Common triggers for a disciplinary investigation include:
- Criminal behaviour — a charge or conviction that makes the worker ineligible, or conduct on duty that is criminal (theft, assault, fraud)
- Dishonesty — falsifying reports, claiming unworked hours, lying to the employer or Registrar
- Breaches of confidentiality — disclosing client or security information to unauthorized persons
- Working without a valid licence — letting a licence expire and continuing to work, or working before a licence is issued
- Conduct violations — harassment, discrimination, impairment on duty, failure to follow post orders or Registrar directions
- Failure to co-operate — not responding to the Registrar's inquiries or obstructing an investigation
The Worker's Duty to Co-operate
A licensed security worker has a legal duty to co-operate with a Registrar investigation. This means:
- Responding to requests for information or interviews
- Providing accurate and complete information — not misleading the Registrar
- Producing records (reports, logs, licence) as requested
- Not obstructing the investigation or intimidating witnesses
Failing to co-operate is itself a disciplinary offence. A worker who ignores the Registrar's inquiries, lies during an investigation, or destroys records can be suspended or have their licence cancelled — even if the original complaint would have drawn only a warning.
The Discipline Process in Outline
graph LR
A[Complaint received by Security Programs] --> B[Screening — is it substantiable?]
B -- No --> C[Closed — no action]
B -- Yes --> D[Investigation]
D --> E[Worker notified & must co-operate]
E --> F[Registrar's decision]
F --> G[Warning / Conditions / Suspension / Cancellation / Refusal to renew]
G --> H[Record updated; worker may appeal per SSIA process]
Mandatory Reports — Brief Note
The SSIA also requires security workers and agencies to make mandatory reports to the Registrar in certain situations — for example, changes to the worker's criminal record status or certain incidents on duty. The detail of mandatory reporting is covered in Module 5; for this module, remember that the duty to report and the duty to co-operate both exist alongside the complaints process.
What Happens After a Complaint Is Filed
Candidates often know that complaints go to Security Programs but not what follows. The process has predictable stages, and the ABST may test the sequence.
- Receipt and screening. Security Programs receives the complaint and confirms it is about a licensed worker and raises a substantiable conduct issue. Frivolous, vexatious, or clearly unfounded complaints may be closed at this stage with no action.
- Notification. If the complaint proceeds, the licensed worker is notified in writing and given the substance of the allegation. This is the point at which the duty to co-operate begins — ignoring the letter is already a violation.
- Investigation. The Registrar's investigator gathers evidence: the worker's account, reports, CCTV, witness statements, and police records if any. The worker may be asked for a written response and an interview.
- Decision. The Registrar decides whether the complaint is substantiated and, if so, what sanction to impose — verbal warning, written warning, violation ticket, conditions, suspension, cancellation, or prosecution.
- Review. Under section 23 of the SSIA, a licensee may ask the Director of Law Enforcement to review the Registrar's decision within 30 days. The Director may confirm, reverse, or vary the decision, and the Director's decision is final.
How a Guard Avoids a Complaint
Most complaints are avoidable through practices the rest of this guide teaches: courtesy even under provocation, accurate and factual reports, confidentiality, staying within your authority, and following post orders. The single best protection is a complete, factual, timely written record — if you document what you did and why, a complainant's version has to compete with your report.
When a member of the public threatens to complain, do not argue or try to talk them out of it. Provide the Security Programs contact information if asked, note the threat in your shift report, and notify your supervisor. Retaliating against a complainant is itself a disciplinary issue.
Worked Scenario
A guard ejects a drunk and aggressive patron from a licensed venue. The patron later files a complaint alleging excessive force. The guard's shift report, written the same night, records the patron's behaviour, the warnings given, that no strike was used, that police were called, and the names of two staff witnesses. CCTV confirms the account. The Registrar investigates, finds the force was reasonable and minimal, and closes the complaint with no sanction. The guard's accurate, same-night report — not the uniform, not the patron's anger — is what carried the decision.
A member of the public believes a security guard behaved improperly on shift. Where should the complaint be submitted?
A guard receives a written request for information from the Registrar about an incident on shift. The guard ignores it, hoping it will go away. What is the likely consequence?