Gandhinagar: In a citizen-centric initiative aimed at strengthening transparency and public trust in policing, Gujarat Police has established a dedicated Public Relations Centre (PRC) at Police Bhavan in Gandhinagar. The centre has emerged as an effective single-window platform for addressing citizens’ complaints, applications and queries in a timely and transparent manner, a press statement said.

Director General of Police (DGP) Dr. K. L. N. Rao on Tuesday visited the centre and reviewed its functioning. He said the Public Relations Centre reflects the Gujarat Police’s commitment to its core values of “Security, Service and Trust” and has become a vital bridge between the police administration and the public.

“The Public Relations Centre is not merely a facility for receiving applications. It is an efficient mechanism that showcases the spirit of ‘Security, Service and Trust’ of Gujarat Police. Our priority is to ensure that every citizen, especially the common and economically weaker sections, receives a fair hearing and leaves with confidence in the justice delivery system,” Dr. Rao said.

The centre ensures proper and prompt resolution of complaints through close coordination with district and city police units. The initiative aims to eliminate procedural delays, improve accountability and strengthen citizens’ confidence in the police force.

Officials said the centre has streamlined the grievance redressal process by replacing the earlier practice of citizens having to approach multiple offices for follow-up. Through its transparent, single-window system, complaints are registered, monitored and reviewed within a defined timeframe.

The grievance redressal process begins with the registration of citizens’ applications at the reception desk, where details are recorded and applicants are provided with a conducive environment for presenting their concerns. Senior officers then conduct personal hearings, following which complaints are formally registered and forwarded to the concerned police units for necessary action.

Reports are sought from field units within a stipulated period and examined thoroughly before being placed before senior officials for further decisions. The system also incorporates a two-tier feedback mechanism at both office and district levels to assess service quality and keep complainants informed about the progress of their cases through telephonic communication.

Since becoming operational on February 2, the Public Relations Centre has handled numerous complaints, with a majority reportedly resolved swiftly and effectively.

Highlighting one such case, officials said Jigar Bhatt of Bhavnagar approached the Gandhinagar-based centre seeking assistance. Following prompt follow-up by the Public Relations Centre and support from PI Palak Patel and PSI M. J. Patel, the matter was taken up by IPS officer Amita Vanani, leading to the immediate arrest of the accused and resolution of the complainant’s grievance.

Another applicant, Naresh Dulera from Sanand, described the initiative as a “ray of hope” for ordinary citizens seeking justice and praised it as an excellent public welfare measure.

According to Gujarat Police, the Public Relations Centre has evolved beyond a complaint-receiving facility into a robust platform for building trust between the police and the public. The department believes the initiative is playing a crucial role in making policing more responsive, citizen-friendly and accountable. DeshGujarat