Gandhinagar: In a move aimed at strengthening public grievance redressal and improving accountability in policing, the state government has issued fresh instructions to senior police officials to conduct regular visits to police stations and ensure that citizens’ complaints are resolved promptly and effectively.

According to the directive, senior officers whose names are listed in the attached annexure have been instructed to visit designated police stations at least twice a month during the year. During these visits, they must pay special attention to serious and sensitive complaints and review the status of action taken. A detailed report of each visit is to be submitted to the Police Headquarters and the Home Department through the Director General of Police (DGP) and the concerned Police Commissioner.

The order makes it clear that even if there is a transfer of an officer, the responsibility for these visits and follow-up actions will continue with the new incumbent.

Structured Monitoring and Reporting

At the beginning of each month, officers are required to prepare a tour programme in advance and submit it. By the 5th of the following month, they must send a comprehensive report of visits conducted, along with details of actions taken, to the Home Department and Police Headquarters.

Officers have been told to hold review meetings at the offices of Police Commissioners, District Superintendents of Police (SPs), and at police stations. Over the course of the year, they are expected to cover multiple police stations and should not limit their visits to only one or two.

Focus on Public Grievances

Special emphasis has been placed on complaints received through key government grievance platforms, including the PG Portal, SWAGAT 2.0 Escalation Matrix, MP/MLA references, and CMO SWAGAT references. Officers must review such complaints, examine the action taken by police authorities, and ensure that appropriate and timely decisions are made.

They are also required to verify whether the grievances of complainants have been resolved satisfactorily and within the prescribed timeframe. If complaints remain pending for long periods, officers must personally contact the concerned complainants to understand the reasons and ensure proper follow-up.

Direct Public Interaction

During their visits, officers must meet complainants in person and review major pending cases. They are expected to ensure that complainants are given a fair hearing and that their issues are addressed in accordance with the law.

Information related to serious crimes and law-and-order matters must also be shared with senior police leadership. The directive stresses that instructions issued during such visits must be implemented in letter and spirit, and follow-up inspections should be carried out to verify compliance.

Accountability at All Levels

Police Commissioners, Range Inspectors General, and District SPs have also been directed to take similar review actions at police stations under their jurisdiction and to ensure effective supervision of serious cases.

The government has emphasized that these measures are intended to make the grievance redressal system more responsive, transparent, and citizen-centric, while strengthening field-level supervision within the police force. DeshGujarat