To enhance trust, transparency, and communication between the public and the police administration, a dedicated Public Relations Office has been launched at Police Bhavan in Gandhinagar, Gujarat. Operating under the guidance of Director General of Police KLN Rao, the office aims to ensure the timely, fair, and efficient resolution of citizens’ complaints, applications, and grievances through a citizen-centric approach, according to an official release.
This initiative serves as a key platform for engaging with the public and building confidence in the police system. The State Police Chief reviewed the centre’s functioning during his visit on Tuesday.
The Gujarat Police’s citizen-centric system has developed into an organized and effective platform for grievance redressal and public service delivery. The Public Relations Office prioritizes treating every applicant with dignity and respect while facilitating transparent, fair, and time-bound resolution of complaints in close coordination with district and city police offices.
By streamlining the grievance-handling process and ensuring prompt action, the mechanism has significantly reduced delays and strengthened citizens’ trust in the police administration.
Director General of Police KLN Rao stated: “The Public Relations Office is not merely a facility for receiving citizens’ applications; it serves as an effective platform that embodies the Gujarat Police’s core values of Security, Service and Trust.” He emphasized: “The foremost priority of the police administration is to ensure that every citizen, especially those from underprivileged and vulnerable sections of society, who approaches the Center is treated with dignity and leaves with the confidence that their grievance will be addressed fairly and justice will be delivered.”
Further, DG Rao noted that instructions have been given to district-level police authorities to prioritize applications received through the Public Relations Office and ensure their prompt and effective resolution. This aims to strengthen public confidence in the police system by making grievance redressal more responsive, transparent, and citizen-centric.
Previously, citizens had to visit multiple offices to present grievances. This single-window transparent system has now enabled timely grievance resolution. The release detailed the operation of the Public Relations Centre.
Every citizen visiting the Public Relations Office has their details recorded systematically at a reception desk as part of preliminary registration. The Center maintains a citizen-friendly atmosphere by providing a comfortable, organized environment for applicants to submit grievances with ease and dignity.
Senior police officers personally hear each applicant’s representation, paying due attention to their concerns. Case details are carefully recorded to ensure proper documentation and fair, transparent follow-up action.
All complaints, applications, and representations received through the Center are formally registered and forwarded promptly to the relevant district or city police units and branches for necessary action. Reports are collected from the field units within prescribed timeframes and reviewed thoroughly by the Public Relations Center before submission to senior officers for consideration and appropriate action.
To improve service delivery, detailed feedback forms are collected at both office and district levels, with applicants contacted by telephone to receive updates on their cases.
Since its launch on February 2, the Public Relations Center has ensured prompt and effective resolution for the majority of complaints.
One example involved Jigarbhai Bhatt from Bhavnagar, who sought assistance from the Center in Gandhinagar. Through coordinated follow-up by the Center and efforts from PI Palak Patel and PSI MJ Patel, he was facilitated to meet IPS officer Amita Vanani. swift action subsequently led to the arrest of the accused and successful resolution of the grievance.
Similarly, Nareshbhai Dulera of Sanand described the Public Relations Center as a ray of hope for ordinary citizens seeking justice and praised the initiative as exemplary in serving the public interest.
The Public Relations Office represents more than just a facility for receiving applications and grievances; It is a robust bridge of trust between the police and the public. Its citizen-centric model is making police administration more accessible, responsive, transparent, and accountable, further strengthening public confidence in the Gujarat Police.
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