Policing the police: LG reviews policies, public grievance system

Citizen Assistance

Posted by AI on 2025-09-03 15:14:59 | Last Updated by AI on 2026-02-05 04:39:41

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Delhi LG Anil Baijal recently reviewed the public grievance redressal system of the 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 complaints via written letters and online submissions. Every complaint, whether handwritten or digital, is added to the Complaints Monitoring and Tracking System (CMTS) module for efficient tracking and monitoring.

To ensure complainants receive a conducive atmosphere when reporting grievances, public facilitation desks have been set up in 160 of the territory police stations. These units are tasked with courteously listening to complaints and guiding complainants to the appropriate authorities for redressal.

Delhi Police has several hierarchical levels of complaint resolution, ranging from specialized vigilance units in the districts to the police station level.

All districts also have a vigilance unit that specializes in handling complaints against police personnel. In addition to the existing helplines operated by Delhi Police (PCR-100, Women and Child Safety-1091 and 1096, and Senior Citizen Helpline-1291), efforts are made to respond to complaints and calls 24/7.

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