The Gujarat Police on Tuesday, 2 June launched a Public Relations Centre at Police Bhavan in Gandhinagar, rolling out a single-window mechanism for citizens to file complaints and representations and track their resolution. Officials said the facility, operational since February, is designed to bolster transparency, accountability and public trust in the state's policing system.

How the single-window system works

Set up under the guidance of Director General of Police (DGP) K. L. N. Rao, the centre receives applications, coordinates with police units across Gujarat and ensures grievances are addressed within a defined timeframe. The process begins with visitor registration at the reception desk, followed by an in-person hearing with senior officers who record case details.

Every complaint is formally registered and routed to the relevant district or city police unit, or a concerned branch, for action. Field units are required to file reports within a stipulated period, after which the matter is escalated for senior review and a final decision.

What the DGP said

Rao, who reviewed the facility's functioning, framed the initiative as a values-led intervention rather than a procedural one. “The Public Relations Office is not merely a centre for receiving citizens' applications. It is an effective medium for reflecting the Gujarat Police's spirit of 'Security, Service and Trust'. Our priority is that every ordinary and poor person who walks up the steps of this office should return with hope and satisfaction of justice,” he said.

The DGP added that district-level police authorities have been instructed to accord priority to applications routed through the centre and pursue swift resolution.

Two-tier feedback and case tracking

The centre runs a two-tier feedback mechanism. Detailed feedback forms are collected both at the office and at the district level to gauge service delivery, while applicants are contacted by telephone with updates on case progress. Officials said the design lets citizens track their grievances without making the rounds of multiple offices — the long-standing pain point the centre was built to fix.

Cases cited by the department

The department highlighted the case of Bhavnagar resident Jigarbhai Bhatt, who approached the office for assistance. Following follow-up by Police Inspector Palak Patel and Police Sub-Inspector M. J. Patel, he was facilitated a meeting with IPS officer Amita Vanani. The accused in the case was subsequently arrested and the grievance resolved, officials said.

Another applicant, Nareshbhai Dulera from Sanand, described the service as “a ray of hope for justice for ordinary people” and called it “an excellent initiative launched in the public interest”.

What's next

Officials said that since February, most complaints received by the centre have been resolved promptly. The facility is intended not only as a complaint-receiving desk but as a continuing channel of communication between citizens and law enforcement, with applicants able to track progress and receive regular updates from the administration.