Chandigarh: In a meeting of senior officers held at the Haryana Police Academy (HPA), Madhuban, Director General of Police (DGP) Mr. Shatrujeet Kapur said that prompt, fair, and sensitive action on every citizen’s complaint is the topmost priority of the Haryana Government. He made it clear that the manner in which complaints received in police stations and Police posts are addressed defines the image of the police, and therefore, every complaint must be taken with seriousness and sensitivity. Senior officers from Police Headquarters, Range IGs, Superintendents of Police, and other district-level officers were present at the meeting.
Every Complaint is Important for Us
DGP Mr. Kapur said that every complainant comes to the police station with the hope of justice, and it is our topmost priority to ensure its proper disposal. Therefore, it is the responsibility of the police to listen to complaints attentively, study the facts in detail, and take immediate action. He added that after a complaint is received, the complainant must be given a receipt so that they are assured that the police are working towards resolving their issue.
Strict Instructions for Station House Officers
The DGP instructed Station House Officers (SHOs) to personally listen to complaints and not leave them solely to subordinates. He said that people approaching the police are already in distress, therefore SHOs and police personnel must understand their pain with sensitivity. Complaints must be dealt with according to due process. He also emphasized that the real image of the police is shaped by the functioning of police stations and Police posts. If complaints are dealt with promptly and fairly, the image of the police will be positive.
Transparency and Feedback Mechanism
The DGP said that in order to bring more transparency to the grievance redressal process, the feedback mechanism for each complaint has been further strengthened. Feedback taken from complainants over the phone is recorded. He instructed senior officers posted in districts to listen to these recordings randomly from time to time and review them. If a complainant is dissatisfied, the officers must make efforts to know the reason. Recordings of complaints received in the districts are also monitored at the Police Headquarters level.
Top Performing Districts and Need for Improvement
In this meeting, IG Law and Order Mr. Simardeep Singh presented a PowerPoint presentation on the functioning of the Feedback Cell. It highlighted the top-performing districts—Dabwali, Ambala, Yamunanagar, Kurukshetra, and Fatehabad. In these districts, most complaints were personally dealt with by SHOs, resulting in higher satisfaction rates. The DGP congratulated the Superintendents of Police of these districts and instructed other districts to improve their performance. He also emphasized the need for training of every officer/employee posted in the Feedback Cell so that they interact with complainants with sensitivity and courtesy.
The DGP concluded by saying that the aim of Haryana Police is not only crime control but also to build trust in the minds of the people. This trust can only be achieved when complaints are dealt with promptly, fairly, and transparently. He urged all senior officers to personally monitor the complaint redressal process in their respective districts and always keep public interest as the top priority.
