Compliments and Complaints

How to Compliment a Lakeway Police Department Officer/Employee

The Lakeway Police Department is responsible for protecting the citizens of Lakeway, detecting crime, regulating traffic, and dealing with a wide variety of neighborhood problems. Our officers/employees are well-trained and committed to providing the very best service to the community with honor and integrity.

If you would like to recognize an officer/employee who has performed his/her duties in a manner you think is exceptional, and reflects favorably upon the officer/employee and the Department, then we encourage you to take a moment and tell us about it. Such a positive and appreciative atmosphere improves officer/employee morale and helps all members of the Department work harder to improve their individual performance and the quality of the services they provide to the public.

Please share with us your experiences about Lakeway's finest in one of the following ways:

1. Click HERE to complete a form which can be printed and mailed or may be saved and emailed to the Police Department at the following address:

Lakeway Police Department
1941 Lohmans Crossing Rd
Lakeway, TX 78734

2. Send an email to: [email protected]

How to Make a Complaint Against a Lakeway Police Officer/Employee

In most instances, we believe Lakeway Police officers/employees work in partnership with citizens and that our contacts with citizens are positive. To ensure we function efficiently while maintaining the rights of the citizens we protect, Lakeway Police personnel are trained to follow a series of policies and procedures as well as to work within the guidelines of local, state and federal laws. Because of the nature of law enforcement, we also understand that citizens on occasion may object to the actions of the police/employees, or may feel their conduct is inappropriate. Therefore, we have established procedures for citizens to report their concerns to the Department.

The Chief of Police has the responsibility to ensure a thorough, fair and timely investigation of all allegations concerning improper actions by officers/employees of the Lakeway Police Department. In order for a complaint to be considered official, state law requires it to be in writing and to be signed by the person making the complaint. Each official complaint is reviewed by the Chief's office. If the complaint is about conduct that would violate police procedures or laws, an investigation will occur. When the investigation is complete, you will be notified of the disposition.

Investigations can have the following dispositions:

Unfounded: The investigation indicates the act(s) complained of did not occur or did not involve Lakeway Police personnel.

Exonerated: The investigation indicates the alleged act(s) did occur but were within the policies, procedures and guidelines as set forth by the Department.

Not Sustained: The investigation failed to disclose sufficient evidence to clearly prove or disprove the allegations made.

Sustained: The investigation discloses sufficient evidence to clearly prove the allegation made in the complaint.

When a complaint against an officer/employee is sustained, the Chief of Police will take appropriate actions, which may include any of the following:

- Training and counseling
- Reprimand
- Suspension from duty without pay
- Termination from the department
- Criminal prosecution

If you wish to make a complaint concerning any Lakeway Police personnel, click the link below for the Citizen Complaint Form. The form may be taken directly to the Lakeway Police Department or mailed to the following address:

Lakeway Police Department
Chief Glen Koen - Confidential
1941 Lohmans Crossing Rd.
Lakeway, TX 78734

Remember, in order to be considered the form must be signed by the person making the complaint. If a full, complete internal affairs investigation is to occur, the complainant may also be required to have the form notarized at a later date.

Click HERE for the Citizen Complaint Form.
Formulario de Denunsia Ciudadana- en Español 

formulario de denuncia en español