Three procedures would be introduced to ensure quality control.

  • The Security Guards will maintain full written reports on official 911 SECURITY SERVICES report forms outlining all incidents and patrols during that section's tour of duty. It will be the responsibility of the Patrolling Supervisor, to examine these reports and act accordingly to any comments found on them. Once examined, these will be presented to the client; 911 SECURITY SERVICES will keep a copy of the reports for future reference.
  • All security guards will be subject to a monthly assessment as to their efficiency and capability. The Operations Manager will prepare these. A copy will be retained by the officers for viewing by the client on request, with a copy being forwarded to the Operations Manager and the 911 SECURITY SERVICES Personnel Department.
  • In the event of a complaint or criticism as to the service provided, the Operations Manager will report the complaint to 911 SECURITY SERVICES Head Office for which the General Manager will take the appropriate action.


If the complaint directly related to a member of staff, the following action would be taken depending on the seriousness of the allegation:

  • Re-allocated to other 911 SECURITY SERVICES duties.
  • Suspension
  • Dismissal after investigation


If the complaint concerns security procedure, there will be:

  • A meeting between the client and 911 SECURITY SERVICES (General Manager, Operations Manager or both) to resolve the issue.
  • New procedural guidelines to be introduced.