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Complaints

   
It is our goal to investigate all complaints regarding our performance while ensuring confidentiality for both the complainant and the subject of the complaint.

As a means of maintaining both Covington-Newton County 911 Communications Center performance and community relations, our center:
  • Encourages citizens to recommend improvements in our service delivery
  • Encourages complaints and/or questions about the Communications Center's performance or actions of its members and employees

Procedures For Submitting a Complaint

   

If you feel that an employee has acted improperly, you may register your complaint in the following ways: (Letters of complaint should describe the event or incident, a date and time of occurrence, if possible, and the name and/or badge number of the telecommunicator involved.)

  1. At any time you may contact the Covington-Newton County 911 Communications at 678-342-8790. Request to speak with a 911 Team Leader and he/she will take the appropriate action. You can also request a community survey be sent to you so you may rate our Communication Center's quality of service.
  2. You may contact the Covington-Newton County 911 Communications Center's Operations Manager at 678-342-8790 or by email at: trudy.henry@covington-newton911.com
  3. If you choose you may make your complaint in writing and forward it to:

    Covington-Newton County 911 Communications Center

    8146 Carlton Trail
    Covington, Georgia 30014
    ATTN: Trudy Henry
Office Hours:
Monday – Friday 8:00 AM to 5:00 PM or by pre-arranged appointment

Notification of Complaint Receipt and Status

   
Once your complaint has been received by the telecommunicator's Team Leader, the Operations Manager of the 911 Center Director, you will be notified of the receipt of your complaint. This notification can be by way of telephone call or email. Once your complaint has undergone the proper investigation either the telecommunicator's Team Leader, the Operations Manager or the 911 Center Director will notify you of the conclusion and result of the investigative process. Results of a complaint investigation will only be released to the person who files the complaint.