Citizen complaints are a fact of life for both small and large police agencies across the country. Whether they reflect a minor or a major incident they can be damaging to an agency’s reputation and diminish trust in the community. Citizens who file a complaint want to be heard and want to be sure that their matter has been handled. The key to being proactive with citizen complaints is a timely response to the complaint and equipping the office with a well founded internal affairs program. Even in agencies where there is not a dedicated internal affairs officer, in-depth training in this area will enable agencies to present strong cases for the innocence of their officer and to recognize problem employees and deal with them accordingly. The IPTM offers a 40-hour course in Police Internal Affairs, which takes a comprehensive look at the components of Internal Affairs (IA) investigations, including policy writing, complaint intake process, special investigations, and administrative law. The IA course is presented several times a year, and is popular with officers who are new to the IA assignments as well as experienced officers who want to update their skills and the front line supervisors who are called on to investigate complaints. By putting in place a solid IA policy and providing up-to-date training for all involved staff, law enforcement agencies maintain a positive image within the community and create an atmosphere of respect within the agency.