POLICE INFORMATION CHECK - ePIC APPLICANT FAQs

 

Can I apply for my Police Information Check online if I do not live in Calgary?

No, you must reside in Calgary to complete a Police Information Check with the Calgary Police Service online.

 

Can I apply for a Police Information Check if I am under 12 years of age?

PICs will not be completed for individuals under the age of 12.

 

I require a hard copy Police Information Check letter.

Hard copy letters are only provided for applications made for ePIC non-registered agencies (no option to select from the drop-down menu). If the agency you are applying for is registered, you will only receive online results that can be shared electronically with them. A hardcopy will not be provided, and you will not be able to print your results.

 

The only exception to this are for applications to Alberta Solicitor General for security guard licenses or SSIA. One hardcopy will be mailed along with ePIC results that can be shared.

 

If I am a Security Guard or I require the Police Check for my licence for SSIA?

Yes, you will receive your Police Information Check results through ePIC and a letter will         also be mailed to you for your licence application.

 

Do I have to apply online for a Police Information Check?

No, you can attend any Calgary Police Service District office to apply for your check.

http://www.calgary.ca/cps/Pages/Calgary-Police-Service-district-offices.aspx

 

My request is for “OTHER” purposes.

Police information checks cannot be conducted for personal reasons, PIC must be for a specific purpose and agency.

 

I do not have a specific agency requiring the Police Information Check. Can I apply online for personal reasons?

The Police Information Check requires a reason when applying for a check whether at a District office or online. Applications for personal reasons will not be processed and refunds will not be provided.

 

How do you verify who I am online?

Your identity is verified through your uploaded selfie photo of you holding your two pieces of government issued ID. These would be the same pieces of ID that were uploaded individually earlier in the application process.

It is important that the selfie photo is clear and that the two pieces of identification can be easily read.

 

I am having difficulties applying online, what can I do?

You can apply in person at one of the available locations. For addresses and business hours, please visit:

https://www.calgary.ca/cps/public-services/police-information-checks-locations.html

 

I do not have the government issued identification required. Can I still apply online?

No, you are required to scan your identification into the system for the Police Information Check to view for accuracy of your application. If you cannot provide the correct identification you will not be able to apply for a Police Information Check request.

 

How do I upload my government issued identification, selfie photo and the volunteer / unpaid practicum letter issued by my agency?

You will need to have your identification/selfie photo/letter saved on your computer in order to upload the required information online. You can scan your identification/selfie photo/letter and save it to your computer or have someone else do this for you. When requested, you will need to browse your computer files and be able to upload your identification onto the ePIC system.

 

How can I pay for my police check online?

When you are ready to pay online, the system will direct you to a secure payment website that will accept Visa, Debit, Visa Debit, Master card or American Express.

 

I do not see the agency in the drop-down selection, how can I continue with the application?

If the company informed you that they are indeed registered as an ePIC agency, contact them to confirm what agency name their account is under.

 

If the agency is not registered, select “Agency Not Listed”. You will be able to manually type the name of the agency. If more than one agency name is listed, the first agency will be used for your ePIC and no changes can be made. Please note that ePICs for non-registered agencies, you will not be able to electronically share your results with them. Instead, you will receive a hardcopy letter in the mail. However, you will be able to share your results with other registered agencies that accepts shared results.

 

I have a criminal record. Can I still apply for a Police Information Check?

Yes, your criminal record will show on your result letter. It is up to the agencies to set their policy about criminal records. To save you time, when you are requesting your application you can fill out a “Self-Declaration form”. This is where you will be able to list your criminal convictions, pending charges etc. and once your request is being completed by Calgary Police Service, we will verify the information provided and then send your completed Police Information Check letter to your mailing address. You will get notification when your letter has been completed through your email account. The onus is on you to share this letter with the agency. If you choose not to fill out the Self Declaration form, you will receive a letter requesting you to set up an appointment and attend the Westwinds location to obtain your Police Information Check results letter.

 

When setting up my user account on the ePIC system, I did not get a chance to verify my email account at that time; the system is not letting me sign on now. What can I do to activate my account?

You will need to start over at the beginning to register your user account again. Be sure to check your email and verify your account before leaving the system. After this time, your account will stay active for 12 months of inactivity.

 

I forgot my password; how do I get a new one?

You can select “Login with Existing Account” then under “Provide Your Credentials” you can select “Forgot Password”, the system will walk you through the steps in order to change your password.

 

I forgot which email account I used to set up my user account.

If you received an error message you should try your other email account if you know you used the correct password.

 

I need to save my application before I completed all the information. How can I do this?

You will see on the top right of your screen “Exit Application”. When you select this, you will be given the option to Save or Delete your application.

 

I am not able to upload my identification and/or selfie. What can I do?

Ensure after selecting your identification file from your computer; click the “upload” button below the file. You can only upload one file at a time. Make sure you then click the “view” button to ensure your identification document has been successfully uploaded. You will only be able to upload files with extensions .pdf, .doc, .docx, .xls, .xlsx, .jpg, .gif, .png, .tif

 

I only have one file for both pieces of my identification. The system will not let me continue past this point. What can I do?

You can upload the same document into both identification screens. Please ensure you can view both pieces of identification after uploading onto the system.

 

I am not receiving the automatic emails. What can I do?

First you can check your spam/junk email folder. Sometimes, some settings on your web browser will automatically send them into this folder.  If the email is still not in their email account, they may need to give permission to receive emails from: noreply@calgarypolice.esolutionsgroup.ca in their settings on their web browser.

 

I have completed my application, when will I receive my Police Information Check?

You will receive an email notification once your check has been completed. You can also log back into your account at any time to see if your application is still ‘processing’ or if it has been ‘completed’. You can also see what day Police Information Check is ‘Processing Submissions Received On' by looking on the top of our web page.

https://policeinformationcheck.calgarypolice.ca/

 

I did not receive my receipt, where can I get a copy of the receipt?

When you are directed to the secure payment website, if paying by credit card, please be sure to enter your email address for an automated receipt to be sent to you, otherwise you will not receive a receipt. If you are paying by debit card, you will not be issued a receipt and will need to use your bank statement as proof of payment. You can contact our office for any further questions, 403 428 2052.

 

The agency is paying for my Police Information Check, how will I know if they have approved my application?

You will receive an email once your application has been approved by the agency. If you have not received this email, please contact the agency before 14 days to ensure they approve your application. If payment is not approved within 14 days, your application will be removed from the system and you may need to reapply.

 

Note: if you have VSPN letter from the agency, your application will automatically be submitted and

paid for by Alberta Volunteer.

For more information on this please go to https://volunteeralberta.ab.ca/

 

I cannot see the ‘continue’ button on the screen, what do I need to do?

You may just need to adjust your resolution on your screen. You should be able to do this from your control panel on your computer.

 

How do I share my Police Information Check results with the registered ePIC agency?

When you are notified by email your police check is completed, you will log back into the website with your secure username and password. You will then be able to ‘view your results’ and then you can ‘share’ them with the original registered agency you were requesting this Police Information Check.   To share the results, you will start typing in the agency name in the text box until you see the agency you are looking for. Next you will select this agency and then click the ‘share’ button. The agency will then be able to see your shared Police Information Check letter and the system will let you know you were successful in sharing your results.

 

Please note, if the company is not a registered ePIC agency, you will receive a hardcopy letter in the mail. You can share your results with other registered ePIC agencies that accept shared results.

 

How come I cannot share my results with an agency?

You must first share your results with the original registered agency before you can share your Police Information Check letter with any other agency. If you are still unable to share your results, the agency may not accept shared results, or they may require you to have the vulnerable sector search conducted.   You may need to apply for a new Police Information Check for that agency. Please contact the agency to find out their process.

 

Who can I share my results letter with once completed?

You will only be able to share your Police Information Check results letter with an agency who has registered on the ePIC online system.  If you originally applied for an ‘Agency Not Listed’ in the drop down menu, you will receive a hard copy Police Information Check result letter in the mail to share with the agency. Afterwards, you will be able to share your results electronically with registered ePIC agencies that accept shared results.