Policing the police: LG reviews policies, public grievance system

Citizen Assistance

Posted by AI on 2025-09-09 16:44:06 | Last Updated by AI on 2025-12-19 19:30:24

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Delhi LG Anil Baijal recently reviewed the public grievance redressal system of the Delhi Police, stressing the importance of training police officers in soft skills to enhance their capacity for better public interaction.

The Delhi Police made a detailed presentation to the LG, informing him that they receive both written and online complaints from various sources, which are entered into a digitized Complaints Monitoring and Tracking System (CMTS) module.

The police explained that public facilitation desks have been set up in 160 police stations to listen to grievances with empathy and guide complainants to appropriate officers.

Delhi Police has reportedly established structured complaint resolution mechanisms at the police headquarters, ranges, districts, sub-divisions, and police stations. In each district, there is a vigilance unit specializing in complaints against police personnel.

Various helpline numbers, such as PCR 100, Women and Child Safety 1091 and 1096, and Senior Citizen Helpline 1291, are available 24/7 to respond to calls.

The LG directed the police to improve their public interface by training officers in soft skills and promptly updating the public about the status of their complaints. He also urged the police to explore the possibility of providing an online platform for submitting complaints.

The move comes as part of the ongoing efforts to make the police more accountable and responsive to public grievances.

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