In which situation might a department refer a customer to the public information officer or chief?

• A. The customer has a minor complaint or concern
• B. The customer has a complex complaint or concern
• C. A customer would like more information on how to create a community risk reduction program
• D. A customer would like to express gratitude to the department for responding to an incident

Answer: (B)

The main idea here is that complex or sensitive inquiries require official, coordinated communication from the department. A customer with a complex complaint or concern may involve policy interpretation, legal or procedural implications, or potential public interest that needs a carefully prepared, authorized response. The public information officer handles how information is shared with the media and the public to ensure accuracy and consistency, while the chief provides the department’s official stance and guidance when a higher level or policy-level decision is needed.

In contrast, a minor complaint can usually be resolved at the frontline without involving official communications channels. A request for information on how to create a community risk reduction program is typically addressed by prevention or program staff who can provide specifics and resources, not an official public-facing statement. Expressing gratitude is a routine, non-controversial interaction that doesn’t require formal communications coordination. Therefore, referring to the public information officer or chief is most appropriate when the issue is complex and requires official, department-wide communication.