The Inspector General (IG) Police Khyber Pakhtunkwa (KP), Dr. Sanaullah Abbasi, has inaugurated the fully automated Complaints Redressal System in Peshawar.
Speaking at the occasion, Dr. Abbasi declared the system “a step in the right direction for KP police.
Automation of Complaint Redressal System is a step in the right direction for KP police. Our objective is to provide speedy access to justice to all citizens of KP, including merged districts.
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The IG said that the move was in accordance with Prime Minister Imran Khan’s vision of Digital Pakistan.
He said that the system was designed after internal deliberations to reach out to vulnerable groups, especially women, girls, youth, and minorities.
Now they can reach out to us through the comfort of their homes.
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Dr. Adnan Rafiq, Country Director United States Institute of Peace (USIP), was also present at the occasion. Speaking to participants, Dr. Rafiq stressed the need to bridge the trust deficit between the public and the police.
The digitization of the PCRS is a step in the right direction to improve the overall situation of trust deficit, provision of swift justice to the vulnerable population, and molding policing approach as more citizen-centric.
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The first-of-its-kind complaint system in Pakistan will make police even more accessible through social media platforms, such as WhatsApp, Facebook, and Twitter. It will include a mobile app for the public to register and track complaints, a single SMS shortcode (8855), a toll-free helpline (0800-004000), and automated email integration.
The IG, RPO, and DPO offices will be able to directly monitor the system through an app. The PCRS will ensure process transparency with live SMS updates to the complainant, digitized and paperless system, centralized system for complaint registration and redressal, integrated voice over IP based call center in CPO, and an integrated chat system for the officials.
