Lahore police have introduced a new policy framework for 2026 that links the performance of station house officers and other personnel to public feedback as part of efforts to improve accountability and public trust.
Under the policy, police officials from constable to SHO rank will follow a standardized code of conduct during 2026, designated as a transition year. Officers will address male visitors as “Sir” and female visitors as “Ma’am” and are required to interact with the public respectfully to improve the police department’s image.
A senior police official said all police stations in Lahore will operate as citizen facilitation centers rather than spaces that discourage complaints. He said discourteous behavior by police staff has remained a long-standing issue and the department has sought structured reforms to address it.
The policy authorizes swift departmental action, including transfers and suspensions, against officials found guilty of rude behavior or misuse of authority inside police stations. It also makes it mandatory for SHOs, muharrars, and other staff to formally record feedback from every visitor regarding their experience, from entry to exit.
The policy further links the response time of the 15 emergency helpline and police patrol units to the overall performance evaluation of police stations. Similar performance standards will apply to police checkpoints, where complaints of harassment and unnecessary stoppages have increased.
Police officials said new guidelines have been issued to ensure identity checks and security procedures remain lawful and do not inconvenience citizens. Authorities introduced the measures following repeated reports of aggressive conduct by police personnel and as a continuation of accountability steps taken during 2025.