Contact Us

911: Call if you can, text if you can't

Non-Emergency /
file a Police Report:
804-646-5100

Business Phone:
804-646-5911

Email us: 911rva@richmondgov.com

 

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Complaints process

The Richmond Department of Emergency Communications values the feedback it receives from the community and is dedicated to providing the best emergency and non-emergency communication service possible to all of Richmond’s citizens. The Communications Officers are carefully selected and given the best training.

If you choose to make a complaint, we follow a formal process to ensure that your complaint is thoroughly investigated. When you file a complaint, you will be asked to provide your name, address and telephone number where you can be reached, and the details of your complaint, including date, time, location, and name of the involved employee(s) if known.
To file a complaint, please call 804-646-5911. You also may contact the Department Director Stephen Willoughby at 804-646-5142 or email stephen.willoughby@richmondgov.com.

When we receive your complaint, the Management Team will send a letter to inform you that your complaint has been received and assigned for investigation.

Internal investigations

The Richmond Department of Emergency Communications investigates all complaints received, and compiles statistical summaries based on the investigations that are made available to the public and agency employees.

 201720182019
Total Investigations231028
Substantiated20518
Unfounded3510
Percentage Substantiated87%50%64%
Percentage Unfounded13%50%36%