Henceforth to get their grievances and complaints resolved citizens will have to route those through police. To make administration people friendly, to take cognizance of citizens complaints, to resolve these in time and to treat the citizens with respect and as well to prevent false /misleading / baseless complaints / complainants and also to redress citizens genuine complaints, the Maharashtra Government has introduced 'One more' circular.
Looking at the language used in that circular it seems that it is applicable to all the complaints related to all the government departments. As well, as per the provisions of the circular, it appears that instead of resolving citizens complaints police will like to do citizens counseling with 'their style'. Hence it is likely that not many citizens will come forward to file complaints. Such circulars never get implemented because accountability of it is never been fixed. Hence whether implemented or not nobody cares.
Governments all over India keep issuing numerous circulars. They are the same everywhere. Never implemented. It becomes a case of “you tell me the person and I shall tell you the circular”, thus putting into action only those circulars, which benefit the officers or their cronies. Others are thrown in the waste paper basket and none feels bad or sad about it. The circulars are cleverly drafted. If some issue is to be evaded, then the choice of words is so 'creative' as to abash even a litterateur. Perhaps these circulars would pass off as pieces of excellent literary talent.
Latest circular is not an exception to that. The language used in that circular is really nice. It is said that the circular has been introduced to make administration people friendly , to take cognizance of citizens complaints, to resolve these in time and to treat the citizens with respect . Similarly, it has come to government's notice that some elements with bad tendencies are filing false and misleading complaints. Such (false and misleading) complaints cause adverse effects on government’s resources and on the morale of the officers and staff. Hence to prevent false /misleading / baseless complaints / complainants and also to redress citizens genuine complaints,
As per this circular responsibility of resolving all the complaints has been put on police shoulders. however, the real problem is police does not have proper infrastructure , staff, and resources to handle such complaints. already if complaints are related to other departments police are reluctant to register those. Especially in a case of complaints related to the revenue department police advice citizen to go to courts. In addition circular expects that to remain themselves updated (e.g. government resolutions, court orders etc.) assistant police commissioner / police superintendents are supposed to seminars / discussions / workshops.
The circular expects citizens to submit their complaints to assistant police commissioner / police superintendent by hand, via post (speed post/ registered post, ordinary mail), e-mail. After receiving such complaints, it is mandatory to register the complaint in the inward register same day. It is the responsibility of the assistant police commissioner/police superintendent to resolve these complaints. to resolve complaints police are advised to adopt following procedure.
1) Counseling
2) Give written order for primary inquiry to the concerned police station according to the complaint
3) Give order to police station to take action in case of factual complaint
4) An assistant police commissioner / police superintendent to make a report of action taken on complaint pointwise and give a copy to complainant
5) It is mandatory to give action taken report on his/her complaint to the complainant within three weeks
6) The list of cases / complaints on which assistant police commissioner / police superintendent fail to give action taken report to the complainant within three weeks, the additional commissioner/ Inspector general of police will call it from concerned and submit it to the additional chief secretary (home) on the 5th day of every month. Additional chief secretary (home) will direct additional commissioner/ Inspector general of police to take action on such pending complaints.
7) If any complaint remains pending more than three months, applicant /complainant should submit such complaints to deputy secretary (pol 11,12,13) Mantralay after bringing such complaint to the notice of Additional Chief Secretary (Home) and act as per his directions.
8) Although it is the responsibility of assistant police commissioner / police superintendent to give action taken report on his/her complaint to the complainant within three weeks, the complainant should initially visit the concerned police station to get his/her written complaint resolved.
9) In a case of frequent complainants, after verifying the points in the complaint, a report only on points those were not resolved earlier should be prepared and given to the applicant. The points on which earlier action had been taken should be communicated to applicant, as well counseling of applicant should be done
10) In rural areas, most of the cases like quarrels, fights, and similar criminal cases take place because of revenue matters. Complaints in revenue, as well as criminal matter, occur assistant police commissioner / police superintendent should contact deputy collector. The assistant police commissioner / police superintendent after visiting deputy collector every 15 days / as early as possible and discuss the matter case wise. The points discussed or decided should be included in the report.
11) To counsel the complainants properly It is necessary that assistant police commissioner / police superintendent should remain themselves updated (e.g. government resolutions, court orders etc.). Hence Inspector general of police should organize seminars / discussions / workshops for assistant police commissioners / police superintendents.
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