City residents who ring the UT Polices emergency number 100 receive a pleasant surprise a day later as personnel manning the lines call the complainants to inquire if they are satisfied with police action in their case.
All this is part of the UT Polices feedback mechanism started in November 2011. Since then,the force has posted a constable to seek feedback,who makes around 250 calls a day. The constable calls,a day later,all those who call on the emergency number of the Police Control Room (PCR),to report a problem.
We try to call all complainants. Specific questions are asked to determine if they are satisfied with police working, said Deputy Superintendent of Police (DSP) Communications,Roshan Lal. The constable manning the line is armed with three basic queries. I first ask them if the PCR Vehicle reached the required location on time. Then we inquire if the complainant was satisfied with the action taken by the concerned Police Station officials after the PCR staff called them. Lastly,I ask a complainant if they were satisfied with the working of the police, said a woman constable,deputed with seeking feedback. DSP Roshan Lal added: Since this system has started,we have managed to call back nearly 96 per cent of all complainants.
The Woman constable on feedback line said: Sometimes when the crime reported is heinous,we inform our superiors. In such cases,the senior officials take the required action. For all the other cases,we call back the person. Another official at the PCR said: There are times when a complainant is called back but doesnt answer the phone. Due to this we are not able to get 100 per cent feedback. Also,there are some complainants who,for example,see an accident while on their way and inform a nearby PCR vehicle staff personally. We do not have their contact details to get back to them.
Not surprisingly,not all reviews are in favour of the police. We do get negative feedback from the complainants. In a day,on an average,five people give a negative feedback. Whatever they say is reported to us by the constable on duty. If the negative feedback is against one of the officials of a police station,the concerned SDPO (Sub-Divisional Police officer) is informed and he/she then takes the desired action, said DSP Roshan Lal.
The novelty of the exercise,however,has been a welcome change for residents. This was quite a surprise. I did not expect the police personnel to call back to ask if I was satisfied with their work, said a complainant,who had reported a quarrel in his locality.