Bhubaneswar: Director General of Police (DGP) Abhay has directed police officials to strengthen the phone based system for redressal of public grievances in the times of Covid-19.
“In view of continuing Covid pandemic, there is need to evolve safe working practice in police offices for public grievance redressal,” the DGP said in a circular.
The DGP said all the district police headquarters must have a functional police control room for people to lodge their grievance. He said the number of personnel and phone lines may be increased if necessary.
While officials have been asked to publicise the district control room number through social media like Twitter and Facebook and press releases, each police station has also been directed to publicise its land line number and CUG cell number and email ID through such medium.
“Before such publicity, it is to be ensured that the phones are functioning and personnel are earmarked to attend the call and email and take appropriate action,” the DGP said.
The district SPs and DCPs have been asked to personally review the functioning of phone-based redressal of public grievance at police stations and district levels.
Police station and outpost are fundamental to the functioning of district police which citizens visit for normal and emergency services. Hence, appropriate precautions need to be taken at the Police Station/Outpost, the DGP pointed out in the letter.
In case of personal appearance for grievance redressal purposes, police stations have been asked to set up a Reception Desk area outside the main police station building for complainants.
If the Reception Centre or some other structure is available outside the main police station building, the same may be converted to reception desk. In case the same is not available, tent can be placed for that purpose or some other arrangement to that effect can be made.
Proper transparent screen/grass should be erected between visitor and reception personnel. Two-way intercom or some alternative method for communication can also be provided at the reception centre.
The reception area should be properly disinfected with hand santisation for visitors who may be asked to sanitise their hand and wear face mask.
Reception personnel before leaving the reception area must thoroughly sanitise/clean themselves, so that the chances of infection to other police personnel can be avoided or minimised.
Grievance through telephone, email and post should be entertained at range DIG/SP’s/SDPO’s office.
The phone numbers of the concerned officials to be prominently displayed near the entry gate for the information of the public to call in case of any urgent need or public service related issue.
A letter box/complaint box to be installed near the gate for dropping of the grievance letters or for submission of any applications for services or permissions. The petitioner or applicant should be requested to provide the mobile phone details while opting for the mode of communication. The Office should ensure that the petitioner or applicant is called and informed about the receipt of the petition/application and the phone number on which the progress can inquired.
A directory of phone numbers of all the officials/staff of the district to be prepared and widely circulated, electronically.