Public Complaints Policy

This policy covers complaints about Goodwin staff—the people who work for us. If you have a concern about how one of our investigators or staff members conducted themselves, you’re in the right place.

If your concern relates to a workplace investigation we’re conducting on behalf of a client organization — for example, you’re involved in an investigation and have questions about the process — please raise that with the assigned investigator. If you don’t know who the assigned investigator is, your HR department can help connect you.

This policy is available on our website at www.goodwininvestigations.ca.

You can make a complaint by contacting:

By Mail:   Martine Boucher, Compliance Lead
‍ ‍ Goodwin Investigations Inc.
Suite 1150, 333 11th Avenue SW Calgary, AB T2R 1L9

By Email: compliance@goodwininvestigations.ca

Via our website: https://www.goodwininvestigations.ca/public-complaints-policy

Complaints should be in writing and submitted within 90 days of the incident that prompted the complaint.

If you have difficulty providing a written complaint due to a language barrier, disability, or other reason, we’ll work with you to document your concerns.

Anonymous complaints

Anonymous complaints can’t be formally investigated under the Act. However, if an anonymous complaint raises serious concerns, we’ll look into it and take appropriate action, including investigating and notifying the Registrar of the results within 90 days.

‍ ‍

We review every complaint we receive. Here’s what you can expect:

●        Within 30 days — We’ll acknowledge your complaint in writing and notify our employee of the complaint. We may delay notifying our employee in the following circumstances:

○   Notification may unduly have a negative impact on an investigation;

○      Notification may place you in an unfavourable or dangerous position; or

●        We or the Registrar feel it is appropriate for other reasons.

●        Within 90 days — We’ll let you, our employee, and the Registrar      know the outcome and explain our reasoning.

Not every complaint requires a formal investigation. Depending on the situation, we may:

●        Resolve it informally — If both you and the person you’re complaining about are willing, we may facilitate a conversation to address your concerns directly. If this works, we’ll document the resolution and ask both parties to sign off.

●        Determine that a full investigation isn’t necessary — For example, if the person has left Goodwin, if we’re unable to reach you after receiving your complaint, or if the circumstances don’t warrant a formal process.

●        Conduct a full investigation — When the situation requires it, we investigate thoroughly and provide you with a written decision.

If we decide not to investigate, we’ll tell you why — and we’ll let you know your options.

If we investigate, our finding will be one of the following:

●        Unfounded — The evidence doesn’t support the complaint.

●        Unsubstantiated — There isn’t enough evidence to make a determination.

●        Founded (in whole or in part) — The complaint has merit.

●        Frivolous, vexatious, or made in bad faith — The complaint was not made in good faith.

We’ll explain our reasoning in writing.

For complaints about licensed investigators

Goodwin is regulated under Alberta’s Security Services and Investigators Act. If you’re not satisfied with our response, you have the right to request a review by the Registrar within 30 days of receiving our decision.

Write to: Complaints Coordinator
Security Programs Alberta Justice and Solicitor General
9th Floor, 10365-97 Street Edmonton, AB T5J 3W7
Fax: 780-427-4670

For complaints about other Goodwin staff

The Registrar’s office doesn’t have jurisdiction over non-licensed personnel, but we still take these complaints seriously. If you’re not satisfied with how we handled your concern, please contact Martine Boucher, Compliance Lead, to discuss further options.

Criminal allegations

If your complaint involves potential criminal conduct — including excessive force — we’re required to report it to the police. We’ll let you know we’ve done so.

Complaints about the Compliance Lead

If your complaint is about the person responsible for handling complaints, you have two options:

1. File directly with the Registrar (see address above)

2. Request that Goodwin engage an independent, external investigator at our expense

If you have questions about this policy or want to talk through your options before making a formal complaint, please reach out to Martine Boucher, our Compliance Lead.