How should you respond to an arrestee complaint or grievance during transport?

• A. Listen, document, escalate to supervisor, follow agency policy on handling complaints, and ensure safety while addressing concerns.
• B. Dismiss complaints without documentation.
• C. Ignore concerns to avoid delays.
• D. Punish arrestee for complaining.

Answer: (A)

When an arrestee raises a complaint during transport, the best approach is to respond with listening, documentation, and proper escalation, all while following agency policy and keeping safety in mind. Active listening shows you take the concern seriously and helps you understand what’s at issue. Documenting the grievance creates a formal record that can be reviewed later and supports accountability. Escalating to a supervisor ensures the concern is handled by someone with the authority to decide on appropriate action. Throughout, adhere to established policies so the response is consistent, lawful, and fair, and maintain the safety of everyone involved during the transport.

Dismissing the complaint without records, ignoring concerns to avoid delays, or punishing the arrestee for speaking up are not appropriate. Those approaches can erode trust, miss legitimate safety or procedural issues, and increase risk for everyone.