I suspect that there wasn't a clear, formal process for dealing with reports. That seems to have compounded the problem. When there's a standard process, and an established chain of reporting, it's not so easy for things to be missed. So IMO we're looking at a communications failure, and a big one.

I can certainly see the challenge facing a small police detachment, dealing with a constant flow of tourists who often do not feel bound by the rules of normal behaviour or the laws of physics. FWIW, when the RCMP show up, the situation generally improves rapidly. They are highly professional, well trained, and the entry requirements are extensive. Callous disregard is not one of their defining traits.

Regrettably, something went off the rails in this situation.