Anyone can file a complaint against a security guard in Ontario, and here’s how it works

Who Can file a Complaint Against a Security Guard in Ontario—and Why It Matters

Let’s start with a straightforward truth: in Ontario, anyone can file a complaint about a security guard. Yes, anyone. The person who felt they were mistreated, a passerby who witnessed something concerning, a business owner who relied on a guard for a shift, or even a coworker who saw conduct that raised an eyebrow. The system is built to be transparent and accessible, not gated behind a closed door. That openness is what keeps the industry honest and the public safer.

Here’s the long and short of it: you don’t need to be a licensed security professional or a police officer to raise a concern. The goal is accountability, plain and simple. But there are some practical details and a few what-ifs that help explain how it all works in real life.

What the rules say in Ontario

In Ontario, security guards aren’t just hired hands; they’re professionals regulated under the Private Security and Investigative Services Act (PSISA). This framework is administered by the Ministry of the Solicitor General, specifically through the Private Security and Investigative Services Branch (often called the PSISB). The point is to license guards, set standards, and handle complaints when the line is crossed.

The important takeaway for our question is the accessibility of complaints. The regulator is designed to hear concerns from a wide range of voices—public members, clients, employers, and anyone who has witnessed conduct that seems off. That means the door is open for a broad spectrum of complaints, not just those from employers or supervisors.

Who can file a complaint?

• Members of the public: If you’re in a mall, at a stadium, or walking past a security post and you witness behavior you believe violates regulations or professional standards, you can file a complaint.

• Employers or clients: A company that contracts security services or a venue manager who pays for security can file if the guard’s conduct affects safety, trust, or compliance.

• Coworkers or witnesses: If a fellow guard or a colleague observes unprofessional or unsafe behavior, they can raise concerns.

• Any party with firsthand experience: This includes situations where someone experiences harassment, excessive force, or a privacy breach.

No need to overthink it. The system exists to hear concerns from anybody who has a stake in how security guard services are delivered.

What happens after a complaint is filed?

First, you should know the process is designed to be thorough and fair. Here’s how it typically unfolds, in broad strokes:

• Intake and assessment: The regulator receives the complaint, checks that it involves a licensed guard, and notes the basic details. You might be asked to provide dates, locations, names, and any evidence you have (photos, video, witness statements).

• Preliminary review: A case manager looks at the information to decide whether there are enough grounds to open a formal investigation. Not every complaint becomes a full investigation, but many do.

• Investigation: If it proceeds, investigators gather evidence, interview involved parties, review records, and assess whether there was a breach of PSISA or its regulations.

• Findings and possible outcomes: If misconduct is found, several outcomes are possible. These can range from corrective measures (like additional training or supervision) to disciplinary actions, which may include license conditions, suspensions, or revocation. In some cases, penalties can be imposed, and records of findings may become part of a professional history.

• Privacy and due process: Throughout, the process respects privacy and ensures due process. The guard has a chance to respond, and any sanctions are issued through formal channels.

Why this openness matters

Two big ideas drive the system: safety and trust. When the public knows there’s a credible path to raise concerns, it encourages responsible behavior. Meanwhile, guards know there’s accountability. It’s not about punishment for punishment’s sake; it’s about ensuring that people who wear the uniform act in a way that keeps everyone safer and more confident.

A few practical examples help illustrate what might trigger a complaint:

• Excessive or inappropriate use of force: If a guard appears to use more restraint than is necessary, that can be a red flag.

• Harassment or discriminatory treatment: Unwanted behavior tied to race, gender, religion, or other protected characteristics should be scrutinized.

• Theft or misappropriation: Any indication a guard is taking advantage of access or insider information is a serious concern.

• Breach of privacy or improper recording: Guards have to respect privacy rules; improper surveillance or sharing of information can prompt actions.

• Poor professional conduct: Refusing to follow policy, harassment of staff or clients, or deceptive behavior in the course of duty.

Real-world resonance: why people care

If you’ve ever stood at a cash register with a guard watching the door, or you’ve relied on security to keep a venue safe, you know how much these workers impact daily life. When something feels off, it’s not just a personal grievance; it’s about the consistency of safety standards across places where people gather, work, or learn.

This isn’t about blaming individuals. It’s about the system signaling that certain behaviors won’t be tolerated and providing a clear route to address them. That clarity matters, especially in high-stress environments where split-second decisions can ripple outward.

Tips for filing a thoughtful complaint (without turning it into a scavenger hunt)

If you need to file, here are practical, straightforward steps:

• Collect specifics: Dates, times, locations, guard’s name or license number if you have it, and exactly what happened.

• Document evidence: Photos, video, voice recordings, or written statements from witnesses can be helpful.

• Be clear about impact: Explain how the incident affected you or others. Was there a safety risk? Was there property damage? Was anyone hurt?

• Submit to the right channel: Use the regulator’s official complaint process. The portal or contact channels are designed to guide you through the form and required information.

• Preserve confidentiality and safety: You don’t need to disclose sensitive details publicly. The regulator will handle information with care and maintain privacy where appropriate.

What guards and employers can do to stay on the right side of the line

• Training and de-escalation: Ongoing training isn’t just a box to check; it’s a practical shield. De-escalation, conflict resolution, and privacy protections should be baked into daily duties.

• Clear policies and documentation: Written policies that spell out expected conduct help prevent missteps. When incidents occur, a well-documented incident report can save everyone a lot of trouble.

• Open communication channels: Encourage staff to voice concerns about policies or potential gaps in safety procedures. A culture that invites feedback tends to catch issues early.

• Regular review and feedback: Quick, constructive feedback after shifts can address issues before they escalate into formal complaints.

A few tangents that still matter

• Whistleblower protections: If you’re worried about retaliation after filing a complaint, you’re not alone. Ontario’s framework includes protections against retaliation to keep whistleblowers safe. It’s not a free-for-all; it’s about safeguarding those who speak up for the common good.

• The human side of security work: Guards aren’t robots. They’re people juggling long shifts, demanding timelines, and sometimes tricky customer interactions. Supporting them with training, fair policies, and mental health resources helps everyone perform better and stay safe.

• Technology as a partner, not a substitute: Cameras and monitoring systems are useful, but they don’t replace the need for good judgment and professional behavior. Technology aids accountability, not replaces it.

If you’re a student or someone curious about how security in Ontario keeps itself honest, this is the kind of structure you’ll encounter in the real world. It’s not about a single statement or a single incident; it’s about a system built to balance safety, fairness, and accountability.

A closing thought

Let me ask you this: when you think about safety at a place you frequent, does it feel earned or assumed? The truth is, safety is earned through consistent conduct, transparent processes, and a willingness to call out problems when they appear. The ability for any concerned person to file a complaint isn’t a threat to security—it’s a backbone for trust. And trust, in turn, is what makes communities feel safer and workplaces feel more responsible.

If you ever witness something that doesn’t sit right—whether you’re a patron, a coworker, or a business owner—remember that the system is designed to listen. It’s not about punishment first, but about understanding what happened, addressing it properly, and improving the standards that keep everyone safer in the long run.

Useful next steps, in plain terms

• Know where to go: The regulator’s complaint channel is the official path for concerns about a security guard’s conduct.

• Be prepared: Gather your details, evidence, and a clear account of what happened.

• Expect a fair process: The regulator investigates with due process and respects privacy while aiming for accountability.

• Look for constructive outcomes: Training, supervision, or disciplinary actions are all possible, depending on what the investigation shows.

In the end, it’s about a profession that serves the public with care, competence, and a commitment to doing the right thing—even when no one’s watching. That’s what keeps Ontario’s security landscape steady, predictable, and—most importantly—safe for everyone.