In a move aimed at improving public access to police services and ensuring quicker redressal of grievances, the Delhi Police has directed all police stations to organise a ‘Thana Divas-Jan Sunwai’ at least twice every month, preferably on alternate Saturdays.

The directions were issued through a circular signed by Delhi Police Commissioner Satish Golcha on June 11. The order mandates that the public hearing programme be conducted from 10 am to 2 pm and serve as an open platform for citizens to present complaints, grievances, suggestions and requests for assistance related to policing and public safety.

According to the circular, the initiative is intended to strengthen public outreach, enhance accessibility of police services and improve accountability at all levels.

Senior officers, including ACPs, DCPs, Additional Commissioners of Police and Joint Commissioners of Police, have been directed to attend the hearings on a rotational basis to facilitate the prompt resolution of grievances and bolster public confidence in the redressal mechanism.

The circular states that every police station must maintain records of grievances received during the public hearings and ensure that complaints requiring inquiry or verification are assigned immediately for follow-up action. Pending grievances will be reviewed periodically by supervisory officers to ensure timely disposal.

Importantly, the Delhi Police has clarified that every complainant attending the Jan Sunwai must be heard, irrespective of whether the complaint has already been registered on the Integrated Complaint Monitoring System (ICMS). Complaints received during the hearing will subsequently be uploaded to the system.

Police stations have also been instructed to provide adequate seating arrangements, assistance desks and a citizen-friendly environment during the hearings.

The circular emphasises that delays, negligence or casual handling of grievances will be viewed seriously. District Deputy Commissioners of Police have been directed to closely monitor the quality and timeliness of grievance redressal and ensure strict compliance with the instructions.

To encourage participation, the Delhi Police will publicise the initiative through police station notice boards, social media platforms, Resident Welfare Associations (RWAs), Market Welfare Associations (MWAs), beat staff and other public communication channels.

District police units will also be required to submit fortnightly reports detailing the number of grievances received, disposed of and pending, along with significant issues identified during the hearings.

Officials said the initiative is expected to provide citizens with a regular forum to directly engage with police officers and seek resolution of local concerns.