The Secretaría de Seguridad Pública y Protección Ciudadana de Tulum (Secretariat of Public Security and Citizen Protection of Tulum) has been able to remove only two police officers from active duty despite opening 49 administrative investigations, largely because most complaints were made on social media and never formalized through official channels, municipal authorities said this week.

According to Edgar Aguilar Rico, secretary of Security and Citizen Protection for the municipality, approximately 90 percent of the administrative proceedings initiated against police officers fail to move forward due to the absence of a formal ratification of the alleged facts by the complainants. Without that confirmation, cases remain as internal files opened ex officio, based primarily on posts circulating online.

“The 90 percent of complaints are ex officio files, mainly from social media,” Aguilar Rico said. “In many cases, when we try to contact the victims or complainants to ratify the report, we are unable to locate them so they can file a formal complaint, leaving the matter only as a publication.”

Social media complaints limit disciplinary action

The reliance on social media as the primary outlet for reporting alleged police misconduct has become a significant obstacle for internal accountability processes within the municipal force. While online platforms often amplify citizen grievances quickly, Aguilar Rico explained that they do not, by themselves, provide the procedural basis required to impose sanctions under current administrative rules.

Municipal regulations require that alleged victims or witnesses formally confirm their complaint through established oversight mechanisms. Without this step, investigators are unable to gather sworn statements, corroborating evidence, or other documentation necessary to proceed with disciplinary measures.

As a result, many cases stall despite public attention or criticism. Aguilar Rico said this gap between public complaints and formal reporting has constrained the ability of authorities to act decisively, even when allegations involve potential abuse of authority by uniformed officers.

Disciplinary outcomes from 49 investigations

Of the 49 administrative files opened, Aguilar Rico detailed the disciplinary actions that have been possible so far. Two officers, each with eight years of service, were removed from their positions. In addition, five officers received temporary suspensions, three were reassigned to different posts or duties, and several others faced short-term arrests or internal sanctions.

“These are the actions we have been able to take,” he said, emphasizing that stronger outcomes depend on citizens completing the formal complaint process.

While the number of removals remains limited, municipal officials argue that the cases demonstrate that sanctions can and do occur when procedures are followed. Still, the disparity between the volume of allegations circulating online and the number of enforceable cases continues to draw scrutiny.

Call for citizens to use official reporting channels

Aguilar Rico urged residents and visitors to submit complaints through official oversight bodies rather than relying exclusively on social networks. He said the municipal government offers multiple channels designed to receive and process reports of police misconduct in a structured and confidential manner.

“I want to stress the importance of citizen reporting, not only on social media but through the correct institutions, so we have the necessary tools to apply the law and sanction those who should be sanctioned,” he said.

As part of that effort, Aguilar Rico publicly shared the direct phone number for Internal Affairs, 984 196 6895, encouraging individuals who believe they have been mistreated by police to make contact and formally document their case.

Municipal authorities maintain that strengthening these reporting mechanisms is essential to improving police performance and restoring public trust, particularly in a destination that depends heavily on its reputation for safety and professionalism.

Public scrutiny amid tourism concerns

The situation unfolds as Tulum has faced heightened public scrutiny in recent months over the quality of services offered to visitors and residents alike. Alongside discussions about tourism infrastructure and urban management, interactions between police officers and the public have become a recurring focus of criticism.

Some of those concerns have surfaced through viral videos or posts alleging inappropriate behavior by officers, fueling debate about accountability within the local security force. However, municipal officials caution that public visibility does not always translate into actionable evidence under administrative law.

The tension highlights a broader challenge for local governments navigating the growing influence of digital platforms while operating within formal legal frameworks that predate social media.

Limits of administrative procedures

Under current rules, administrative investigations require more than a public accusation. They depend on identifiable complainants, verifiable facts, and procedural steps that ensure due process for both the accuser and the accused.

Aguilar Rico acknowledged that this requirement can be frustrating for members of the public who expect swift consequences following online exposure. But he said it also protects against arbitrary punishment and ensures that sanctions are legally sustainable.

From the municipality’s perspective, encouraging formal complaints is not about dismissing online grievances but about converting them into cases that can withstand legal review and lead to meaningful outcomes.

Issue addressed at mayor’s weekly press conference

The secretary disclosed these figures during the municipality’s weekly press conference, held yesterday morning and presided over by Mayor Diego Castañón Trejo. The briefing provided an official forum to address questions about police conduct, internal oversight, and the limitations authorities face when complaints remain informal.

Municipal leaders used the occasion to reiterate their commitment to improving police operations while calling for greater cooperation from the public. Officials framed the issue as a shared responsibility, arguing that accountability depends not only on institutional will but also on citizen participation in established processes.

Balancing transparency and enforcement

The situation illustrates a delicate balance between transparency, public pressure, and enforceable discipline. Social media has expanded the visibility of alleged misconduct, but without formal follow-through, that visibility has not translated into proportional administrative action.

For local authorities, the challenge lies in bridging this gap without overstepping legal boundaries. For citizens, the message from officials is clear: public posts alone are insufficient to trigger the full range of disciplinary tools available to the municipality.

As Tulum continues to manage its public image and internal governance amid national and international attention, the effectiveness of its police oversight mechanisms remains closely watched.

What is at stake is not only the accountability of individual officers but the credibility of the system designed to regulate them. Whether more formal complaints will emerge, and whether that leads to stronger enforcement, remains a central question for the months ahead.

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How can local authorities encourage more citizens to formally report alleged police misconduct?