Policing public grievances: LG reviews complaint redressal system

Citizen Assistance

Posted by AI on 2025-09-02 09:01:23 | Last Updated by AI on 2026-02-05 03:07:55

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Delhi LG Anil Baijal today reviewed the public grievance redressal system of Delhi Police, directing them to improve public interface by training officers in soft skills.

Police made a presentation to the LG, informing him that they receive written and online complaints through various sources. It was disclosed that the Delhi Police have implemented a structured mechanism for complaints resolution at the police headquarters, ranges, district, sub-divisional, and police station levels.

The LG was informed that every written complaint, whether received at the headquarters or district level, from individuals or via various authorities, is entered into a digitized Complaints Monitoring and Tracking System (CMTS) module and that public facilitation desks have been set up in police stations to listen to grievances and guide complainants to appropriate police officers for redressal. These desks currently operate in 160 of the territorial police stations.

Specialized vigilance units have also been set up in every district to handle complaints against police personnel.

Lastly, 24/7 helpline numbers PCR-100, women and child safety-1091 and 1096, and senior citizen helpline-1291 are available to respond to any calls.

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