The Kolkata Police has appointed an assistant commissioner in each of its divisions as a nodal officer for the state government’s ‘Aapnar Sarkar Aapnar Pashe’ grievance portal, creating fixed hours for citizens to meet officials and submit complaints in person.
The appointments were ordered by the Kolkata Police Commissioner in a directive issued on Thursday to deputy commissioners overseeing the city’s police divisions. The nodal officers will meet members of the public on Tuesdays and Thursdays from 10.30 am to 1 pm at their respective offices.
The initiative is linked to the state government’s portal, which allows citizens to communicate with government representatives and submit demands, complaints and grievances. Under the police directive, each assistant commissioner appointed to the role will be responsible for meeting citizens on the designated days and reporting the action taken on complaints received through the portal.
The officers have also been instructed to send daily reports to Lalbazar and to the deputy commissioner of police, headquarters-II. The reports will include details of the complaints received through the portal and the measures taken in response. Officers assigned to receive citizens have been told to remain free of other duties during the designated hours.
Joint commissioners and additional commissioners of police will inspect the offices within their respective divisions on both days. They will also handle complaints that have not received a satisfactory resolution after being examined at the divisional level, according to the report.
The directive requires divisional deputy commissioners and joint commissioners to send same-day reports to Lalbazar on the number of citizens they met and the number of complaints submitted. They will also submit a weekly report to the additional commissioner of police-II every Friday.
The process will involve both digital and physical record-keeping. Details including the complainant’s name, mobile number and the nature of the complaint must be uploaded to the ‘Aapnar Sarkar Aapnar Pashe’ portal and entered in a separate register. Information on action taken in response to each complaint must also be uploaded to the portal.
The arrangement gives citizens a specified route to approach divisional police offices instead of relying only on routine complaint channels. It also places responsibility on designated officers to track complaints, document action and escalate cases that remain unresolved at the division level.
The directive does not specify a separate deadline for resolving complaints. The immediate administrative milestones are the start of the twice-weekly public interaction hours, daily reporting to Lalbazar and the weekly review by the additional commissioner of police-II.
