Increasing accessibility: Police launches automated complaint redressal system

PESHAWAR:

With the aim of providing a mechanism for prompt redressal of public complaints, Khyber-Pakhtunkhwa (K-P) Police launched the Police Access Service (PAS) on Wednesday. Chief Minister Pervez Khattak formally inaugurated the service at the Central Police Office (CPO).

Citizens from across the province can now access the police through an SMS and relevant police officers will contact the complainant within 24 hours, stated a handout.

To register a complaint, citizens can send a text message to 0315-9007777. In addition, they can also call a toll-free helpline at 0800-00400, send a fax to 091-9223575 or email to [e-mail]. Complaints will also be entertained on the provincial police’s website, www.kppolice.gov.pk as well as at the PAS centre at the CPO.

Speaking at the inauguration, IGP Nasir Khan Durrani said K-P police is devoted to providing equal access and respect to all citizens of the province.  “The PAS is aimed at winning public trust through promptly redressing their complaints by utilising automated technology solutions for enhanced police accessibility,” said Durrani.

Under the new system, every complaint will be registered in PAS’s automated database and the complainant will be issued a complaint code through an SMS. Subsequently, the relevant subdivisional police office (SDPO) and district police officer will be informed about the registered complaint through a text message. The SDPO will be bound to contact the complainant within 24 hours, added the handout.

“The newly-established PAS is equipped with a computer-based timeline monitoring system which will ensure all complaints are redressed within the given timeframes,” it stated. The system also features an in-built analysis of complaints’ statistics, enabling the CPO and IGP to analyse the performance of field officers.

Published in The Express Tribune, November 13^th, 2014.