Complaint Management System (CMS)

Front desk / reception rooms have been set up in 66 Police Stations across Gilgit-Baltistan to facilitate applicants. These reception rooms are being run by trained IT personnel. Complaint Management System (CMS) software is enabled in 54 Police stations to address complaints. As per standing orders of competent authority, all front desk staff working at Police Stations have been directed to wear plain uniform and ensure public dealing politely. The complainant may approach front desk established in each Police Station for processing their application through the online application. The front desk staff shall ask requisite information from the complainant and enter in the application(Complaint Management System) for further process. In order to supervise progress on each complaint, monitoring dashboards have been created at SDPO, District SsP, DIsG and CPO level. The concerned officers are responsible for monitoring and give directions to the concerned for timely resolution of complaints received under command Police Stations. 
Complaints received at Front Desks and once entered in the online system, an Electronic Tag (e-tag) for future reference. The front desk staff is responsible to give a print copy of complaint as a receipt to the complainant. Process of complaint in police stations are being monitored until the matter reaches at a logical end.