Gurgaon: How did we do? It’s a question you hear often at shops, restaurants and even on apps. Now, you’ll hear it from the cops too.
In an era where digital ratings shape consumer choices, cops in the city are launching a QR code-based feedback system at all police stations to enhance delivery of services and accountability.
The process started at Gurgaon Sadar police station on Thursday, when officials pasted the QR code on the walls of the premises for visitors to scan and submit ratings.
“We are committed to ensure there’s better interaction with people and their complaints are handled effectively,” said Vikas Kumar Arora, the police commissioner.
Observers, however, questioned the efficacy of the move, saying that the feedback system wasn’t anonymous and could deter people from lodging complaints against cops for fear of being targeted.
So, how does the system work? As of now, QR codes are being placed at all police stations in the city in phases. Visitors can scan the code prominently displayed on the stickers, which will lead them to an online feedback form where they can select their ratings through stars and provide details such as their name, mobile number, complaint date, type of complaint, the name of the cop they interacted with, and their thoughts on cleanliness of the station, staff availability, and more importantly, whether their issue was resolved.
“People visiting the police station should take a minute out to scan the QR code and give a rating based on their experience and interaction with officers present there,” the police chief said. “This system will allow people to share specific suggestions or concerns as well.”
According to officials, after feedback has been submitted, each station will act on it and assess the performance of the cop mentioned in the form. In case of any shortcomings, the police commissioner will issue guidelines to enhance the overall style of functioning, and ensure effective action on complaints.
All feedback will immediately reflect on a dashboard, which will be supervised by senior officials, including the deputy commissioner of police and the commissioner himself.
“The monthly performance reviews of station house officers will now incorporate this public feedback,” commissioner Arora said.
The system will also introduce an additional layer of accountability for investigating officers. In cases of unsatisfactory response, an assistant commissioner of police will investigate the matter and propose appropriate measures against the cop concerned, if necessary.
“The performance of the investigating officer will also be assessed through this system. In case people file any complaint or give unsatisfactory feedback, an ACP-rank officer will talk to the person concerned to find out the reason and recommend appropriate action against the police officer,” said Arora.
Although observers backed the feedback system, they insisted it should be kept anonymous. “Suppose, I lodge a complaint against the investigating officer in a particular case. I could be targeted if some action is taken against them based on my feedback. When the name of the complainant is out in the open, not many people would want to come out and submit feedback, fearing retribution,” a retired police officer said.
Asked about this, Arora said the feedback form would only be visible to senior officers. But this still doesn’t address the issue of anonymity, the retired officer said.
