In this lesson, we will discuss the Civil Air Patrol (CAP) Inspector General (IG) complaint system. We will explain how the complaint process works and how the complaint system may differ from your expectations. We will conclude the lesson with a discussion of a supervisor' role with the complaint system.

The Inspector General system is designed to provide the Civil Air Patrol leadership with the ‘pulse of the command’, to detect and prevent Fraud, Waste and Abuse, identify problems affecting morale and mission accomplishment, and to conduct investigations. The Inspector General has the role of being the eyes, ears and conscience of the Commander. The Inspector General may be the first one to alert the Commander that a problem exists or perceptions need to be addressed.

The Inspector General is a channel for complaints and grievances, a conduit for Congressional Inquiries, and a resource for educating CAP members on readiness and integrity issues. The Inspector General provides CAP leadership with the facts and findings of a complaint so the leadership can take corrective action. The IG program receives its authority from Title 10, US code, sections 8014 and 8020. It is this law that allows the Inspector General to investigate any thing, anytime and anywhere.

There are three very important rules everyone must know and understand about the IG system for complaints. First, everyone has the right to contact the Inspector General. No one may deny CAP personnel access to the Inspector General. Second, identities of the complainants and confidential witnesses are protected from disclosure. Lastly, CAP members can not be retaliated against for making or preparing to make a visit to the IG.  For latest information on the CAP IG strudture under and the Board of Governors see:
New CAP Inspector General Program  (PowerPoint) Added 3/22/01

The chain of command is the primary and preferred channel for resolving complaints. Your first step with a complaint is your first line supervisor, and directly up the chain of command in your unit. That is why it is important for all members to understand what the chain of command is and where they fall within that chain and use the units established complaint system. As you go through the units’ complaint system, it is important to keep notes including dates, times, names of individuals involved, and a summary of the discussion.

The Inspector General has the authority to address matters that relate to the economy, efficiency, and institutional credibility of command and the Civil Air Patrol. These matters include allegations of injustice, violations of the law or directives, mismanagement, waste of funds, abuse of authority, and substantial matters that endanger the public health or safety.

Not everything is an Inspector General matter. The IG does not investigate issues like civilian equal opportunity, allegations of reprisal against civilian employees, or criminal activity. However, the IG will analyze the complaint and then make an educated determination of the best way to handle it or the appropriate channel to explore the issue.

It is important to note the IG is primarily an investigating function, looking into non-criminal matters. IGs are concerned mostly with finding the truth, not determining guilt or innocence of anyone under investigation. It is also important to remember that any actions which may be ongoing will not stop simply because a complaint has been filed with the IG. Certain actions may, however, be later reversed or altered depending on the outcome of the investigation.

You have certain rights as a complainant. First, you have unrestricted access to the IG (or any established grievance channel). Seeing the IG is considered "duty related." Second, you may withdraw the complaint, but the IG can still investigate it. Lastly, there is no reprisal. Reprisal is the act of taking or threatening to take an unfavorable personnel action, or withholding a favorable personnel action as a result of the member making a protected disclosure.

Protected disclosure includes going to and consulting with the commander, the IG, and/or a member of Congress.

In addition to your rights as a complainant, you also have some responsibilities. Obviously, the first is to provide as many facts and any other information you believe to be true and related to the issue. You also need to file your complaint promptly. If your complaint is more than 60 days old, it will probably be dismissed unless there are unusual circumstances.

There are several ways to file a complaint. The first involves setting up an appointment to see the IG. When you come into the IG office, they will have you fill out an AF Form 102 or 635. You can also submit your complaint in the form of a letter directly to CAP headquarters. The final way to file your complaint is to call one of the various hotlines available to you.

There are several channels in which to file complaints. Complaints can be filed with CAP IG, Sectary of the Air Force IG and the Department of Defense IG. You can also file your complaint with your congressman or congresswoman.

Let us look at the actual filing of a complaint, and what happens when you visit the Inspector General. First, the IG reviews your complaint and determines it is a matter within his area of authority. Your case is then investigated and coordinated through proper command channels. In approximately 1 to 30 days, the IG will send you a response . It is the IG goal to have complaints investigated and completed by 30 days.

Lets look briefly at what happens when you file your complaint with your senator or congressman. Once your complaint is received, it is referred to the Air Force Legislative Liaison, then to the Sectary of the Air Force Inspector General, and then to the Civil Air Patrol IG. This sequence takes a long time to go from one office to another. It is best to try to resolve your complaint at the lowest level.

A complaint may be filed to more than one person or office at one time. You can do this, but your complaint will only be answered by the highest level at which you filed. As you can imagine, the mass mailing of a complaint can slow the entire complaint process system.

The chain of command has been around since before George Washington wintered at Valley Forge and with good reason: it works. Resolving a complaint at the lowest level using the established complaint channels will save time. Using your chain of command first and you will most likely have a response sooner than if the IG has to look into the issue.

The first and foremost stop for complaints is the first line supervisor, and thereafter directly up the chain of command in your unit. Supervisors should not feel threatened when a subordinate suggests they are going to receive counsel from a complaint or grievance channel. These channels are Fraud, Waste, and Abuse hotline, sexual harassment/discrimination hotline, Equal Employment Opportunity Office, Legal Officer, or the Office of Special Investigation (OSI). However, supervisors should encourage members to use their chain of command to resolve grievances and complaints.

When a member brings a complaint to a supervisor, the supervisor should spend time analyzing the issue. Supervisors should ask questions, gather facts, and decide how best to handle and resolve the issue. Not every complaint needs an investigation and supervisors, or someone in the chain of command, may be able to be resolve the issue.

When supervisors and commanders learn a member went around the chain of command and complained to an outside agency, the natural reaction is anger and disappointment. There may also be an element of fear involved. The thought may occur to the supervisor to "get even" – that is a defense mechanism. However, members have a right to complain outside the chain of command. That right is guaranteed in law, and it is illegal for anyone to "retaliate" or punish members in any way for using the complaint and grievance system.

Commanders rely on supervisors and others in the chain of command to be honest and do what is right for the members under their charge. Watchful commanders will ask for letters of counseling and documentation to insure members are being treated fairly and are given time to remedy poor performance.

Supervisors have three responsibilities: resolve, report, and refer. Resolve issues at the lowest level, report wrongdoing to command channels, and refer individuals to the appropriate channels when an issue is outside their purview or expertise. It is vital that supervisors consistently document all communication with their subordinates.

This lesson discussed the Civil Air Patrol Inspector General complaint system. We explained why each squadron has an Inspector General, how the complaint process works, and how the complaint system may differ from your expectations. We concluded this lesson with a discussion of the supervisors’ role with the complaint system.