Lt. Governor, Delhi Sh. Anil Baijal holds law and meeting and reviews Public Grievance Redressal System of Delhi Police.
Thursday, November 15, 2018
Lt. Governor, Delhi Sh. Anil Baijal holds law & order meeting and reviews Public Grievance Redressal System of Delhi Police.
Delhi Police should train officers in soft skills for improved public interface : LG
Resolve all the complaints in time bound manner: LG
Delhi Police should develop its own online portal for receiving public grievances : LG
Lt. Governor, Delhi Sh. Anil Baijal today reviewed the public grievance redressal system of Delhi Police. The meeting was attended by Commissioner of Police, Delhi, Spl. CPs and Jt. CPs of Delhi Police.
Delhi Police made a detailed presentation in this regard and informed Hon’ble Lt. Governor that they receive written and online complaints through various sources. It was informed that every written complaint received at Headquarters/Distt. level from individuals or various authorities is entered in a digitized Complaints Monitoring and Tracking System (CMTS) module.
Hon’ble Lt. Governor was further informed that Delhi Police has established a structural mechanism for complaints resolution at PHQ, Ranges, Distt./Unit, Sub Division and Police Station level. In every district, there is a specialised Vigilance Unit for handling complaints against police personnel.
Hon’ble Lt. Governor was further informed that Public Facilitation desks have been set up in Police Stations to provide conducive atmosphere to public. Their task is to listen to the grievances with courtesy & empathy and to guide the complainants to appropriate police officers for redressal. At present, 160 territorial police stations have this mechanism.
Presently, helpline nos. PCR-100, Women and child Safety-1091 & 1096, Senior Citizen Help-1291 are available 24x7 to respond to any call. There is a woman help-desk in every Police Station where women in distress are attended to. Delhi Police also informed that Toll Free Helplines 1800111064 and 1064 are available 24X7 to the public to lodge complaints of corruption. A WhatsApp mobile No. 9910641064 is also available for public to send image/audio/video of any corrupt practices.
Hon’ble Lt. Governor stressed that public grievances redressal is an important aspect of policing which requires review and monitoring of grievances/complaints on a continuous basis at all levels. He further stated that focus should be given on handling of the complainants in a judicious and speedy manner. Efforts should be made to resolve all the complaints in time.
Hon’ble Lt. Governor further directed Delhi Police for training of police officers in soft skills to improve public interface.
Hon’ble Lt. Governor stated that specially designed/task oriented post-paid feedback forms should be used by Delhi Police so as to have an objective assessment which could form the basis of further modification as per the needs of the society. Finally, Lt. Governor asked Delhi Police to set up its own online portal for receiving and monitoring public grievances.