Police to hold weekly public grievance meets across all stations
Common citizens need not run from pillar to post to seek redressal for their grievances with the Delhi Police, the department is organising a weekly ‘Thana Divas-Jan Sunwai’ at every police station across the national capital, starting next week. Matters do not end there, as senior police officials will be held accountable for follow-up actions.
This order, issued by Police Commissioner Satish Golcha, after Delhi Lt Governor Taranjit Singh Sandhu’s directions, to significantly augment public outreach, enhance accessibility of police services, and ensure the prompt redressal of public grievances.
The circular said that the SHOs, ACPs and district DCPs would be personally responsible for implementation, warning that any delay, negligence or casual handling of grievances would be viewed seriously.
The disposal of grievances received during Jan Sunwai shall be monitored closely at all supervisory levels. Particular emphasis shall be laid on quality, timeliness, and effectiveness of redressal. Any undue delay, negligence, or casual handling of grievances shall be viewed adversely, the comprehensive order said.
The Jan Sunwai session will be held every Saturday from 10.00 am to 2.00 pm, and all complaints brought during it will be heard irrespective of whether they are registered on the Integrated Complaint Monitoring System (ICMS). Complaints received during the hearings will subsequently be uploaded on the portal, the circular said.
“Senior officers from the ranks of Special Commissioner of Police, Joint Commissioner of Police, Additional Commissioner of Police, Deputy Commissioner of Police and Assistant Commissioner of Police will attend the public hearings on a rotational basis to ensure prompt redressal of grievances and strengthen public confidence in the police complaint mechanism,” the order said.
“Any complainant who comes in Jan Sunwai shall be heard, irrespective of facts that his/her complaint is registered on ICMS or not.
Complaints received during the Jan Sunwai shall be accepted and subsequently uploaded on ICMS. SHOs shall ensure proper seating arrangements, assistance desks, and a citizen-friendly environment during the conduct of Thana Divas-Jan Sunwai,” the order said.
Police stations have been directed to maintain separate records of grievances received during the sessions, while complaints requiring inquiry or field verification must be acted upon immediately and disposed of within a reasonable timeframe.
“District DCPs have been asked to publicise the initiative through police station notice boards, social media platforms, Resident Welfare Associations, Market Welfare Associations and beat staff to maximise public participation,” the officer added.
The guidelines issued after the Lt Governor’s meeting with CP, Delhi, and other senior officials will ensure structured public grievance redressal, enhanced police-public interface, and improved accountability at all levels. It will involve creating an open platform to address complaints, receive suggestions, and handle local public safety issues quickly on the ground.
The circular said it may be noted the LG has been emphasising public-centric, accessible, and interactive policing as the most effective way to address public grievances and strengthen community confidence in law enforcement right since the time he took over.
“A fortnightly report regarding conduct of Thana Divas-Jan Sunwai, number of grievances received, disposed of, and pending, along with significant issues identified, shall be submitted by each District to Vigilance Division and concerned Addl. CP/Jt. CP Range on every Monday as per the prescribed format. All District DCsP shall circulate these instructions down to the level of Police Stations and ensure meticulous compliance. Non-compliance of these instructions shall be viewed seriously and adversely,” it said.
