Chennai police introduce feedback system to monitor complaint handling and investigations

CHENNAI The Greater Chennai Police (GCP) has introduced a feedback mechanism to strengthen accountability at police stations, assess how Station House Officers (SHOs) and inspectors handle public complaints, and monitor the progress of investigations. The initiative, introduced in the jurisdiction of the Joint Commissioner of Police (JCP), South Zone, is aimed at making police response more sensitive, professional, and accountable.

Under the system, complainants who have registered a Community Service Register (CSR) petition or a First Information Report (FIR) are contacted by staff from the JCP’s office three days, or 72 hours, after the complaint is registered. They are asked whether they were treated respectfully at the police station, how they rate the response of the inspector or sub-inspector concerned, and whether they are satisfied with the enquiry conducted into their complaints.

The feedback provides senior officers with an independent assessment of the complainants’ experience and helps identify shortcomings in complaint handling, police conduct and investigation.