KP grievance redressal system
To guarantee that ordinary visitors receive undivided attention, the designated ACs will remain completely relieved of all other official duties on Tuesdays and Thursdays between 10.30 am and 1 pm.
Kolkata: If you are peeved in the manner your “stolen” mobile phone is being reported as “missing” in police records or your attempts to get back money lost to cyber crooks is taking unusually long because of red tape, you can now lodge your grievance in a manner that will reach the senior-most officers of Kolkata Police. Lalbazar has instituted a structured grievance redressal mechanism across all divisions under the Bengal govt’s flagship “Apnar Sarkar Apnar Pashe” (Your Government by Your Side) initiative. However, the genuineness and importance of a case will be paramount before the complainants are allowed to meet them,” said an officer. With a rising number of complaints where citizens claim petty cases — especially of theft or hurt — take long to be investigated, the initiative is being seen as another step towards “increasing accountability”.
Under the new directives, senior police officers — including joint commissioners and additional commissioners — will directly inspect divisional offices during designated public hearing sessions every Tuesday and Thursday to resolve complex issues, with residents being allowed to have direct interaction with them. “People do not need to run to Lalbazar and seek meetings with senior officers. Beyond oversight, these top-tier officers will personally review and address complex complaints that could not be satisfactorily resolved during the preliminary divisional inquiry stage. To ensure seamless access for every citizen, the Kolkata Police commissioner has instructed deputy commissioners (DCs) across all police divisions to appoint an assistant commissioner (AC) per division as a dedicated nodal officer for the project. During these hours, their offices will remain open specifically for citizens to meet them, lodge grievances, and track ongoing complaints. Furthermore, officers at Lalbazar have been instructed to remain free of routine administrative tasks during evening hours to process incoming reports and manage public follow-ups.