A new initiative of Punjab Police is the establishment of Police Complaint Center. The idea is to use the benefits of information technology in reach out to the people and address their issues related to the performance of police.
Previously, the complaints were received through post or a person had to travel to Lahore to submit his complaint in person at the Inspector General of Police office. The new intervention aims at receiving complaints through SMS and voice calls on a short code (8787). Moreover, complaints are also received online as well as through emails. A dedicated team of young IT professionals has been deputed to handle these complaints. A state of the art system has been designed to redress the grievances of the public in an expeditious manner. The system is highly interactive and the complainant is kept in the loop till the disposal of the complaint. The complainant can view the progress of his complaint online and can send his feedback at any moment, online or through SMS.
To ensure better service delivery, a system of three way conference has also been made a part of the Police Complaints Center in which the complainant, the concerned police officer (RPO/DPO/SDPO) and the IGP (or any of his representative at Central Police Office) can review the progress of the complaint. This would not only result in timely redressal of the complaints but would also ensure satisfaction of the complainant and rebuild public's confidence and trust over police.