As many as 21 police officers in the Central Police Control Room (CPCR) have been warned for not responding appropriately and being discourteous when responding to PCR calls. The move comes after Delhi Police ordered vigilance officers to keep tabs on the responses given by the PCR staff.
According to police,the vigilance officers are present round the clock,and monitor the PCR channels at random. There are 100 channels in the PCR and about 150 personnel who handle these channels in one shift,on an average.
Police sources said the vigilance officers will keep tabs on any channel randomly and assess the response of the personnel responding to a particular call.
Sources said,in the past,there have been complaints alleging rude responses from PCR staff when they dialled 100. We have received complaints from callers informing us that some of our staff members do not respond properly to distress calls. So,to ensure that they respond courteously,we have decided to station vigilance officers who will select any channel at random and assess it. This way,the staff members will always be vigilant and will try not to falter when addressing a distress call, a senior police officer said.
Police said on an average,the PCR receives about 7,500 calls a day and more than 2 lakh calls a month.
There are all sorts of callers. Many a times,people make hoax calls or abuse our staff members. However,we are trying to make sure that despite this,our officers respond well, the officer said.
Police said this step will help ensure that the staff members make it a habit to respond well to distress calls and assure the caller that the best possible service is given.
Sources said the 21 personnel warned for improper responses will face action if they are rude again. If they make this mistake again,or continue their attitude of not responding to callers courteously,action will be taken. There are chances that the personnel may also be suspended, the senior police officer said.