Keralam launches Citizen Help Desks at police stations, to replace PRO system

The desks will serve as a single point of contact for people visiting police stations to lodge complaints, use digital services, seek information or request assistance.The desks will deal with complaints related to online fraud, cybercrime, the National Cyber Crime Reporting Portal, the 1930 toll-free helpline and offences committed through social media. (File photo)Thiruvananthapuram,Oct 31, 2026 15:46 ISTKeralam Police have replaced the Public Relations Officer system with integrated Citizen Help Desks at all police stations to simplify public access to services and assistance, according to news agency Press Trust of India.The desks will serve as a single point of contact for people visiting police stations to lodge complaints, use digital services, seek information or request assistance.The Citizen Help Desks will handle all functions previously performed by Public Relations Officers. They will accept complaints and issue acknowledgements, a statement said.The desks will provide dedicated assistance to women and ensure a safe and welcoming environment for children and their parents. Senior citizens will receive priority assistance, while transgender people will be given appropriate consideration and support. Accessible services will also be provided to persons with disabilities. According to PTI, the desks will deal with complaints related to online fraud, cybercrime, the National Cyber Crime Reporting Portal, the 1930 toll-free helpline and offences committed through social media.Officials told PTI that staff at the desks would offer basic legal guidance and direct visitors to legal aid centres when required. The desks will also help people submit applications for services such as Accident General Diary entries and No Objection Certificates. They will provide information about digital and online services offered by Keralam Police.Applications under the Right to Information Act and requests for copies of First Information Reports can also be submitted through the desks, the statement added.Leader of the Opposition Pinarayi Vijayan on Friday criticised the state government's decision to replace the PRO system, saying it would make it more difficult for ordinary people to approach the police.In a Facebook post, the former chief minister said the decision would weaken the idea of people-friendly policing and deny people approaching police stations with complaints and grievances the human interaction they needed.He warned that the help desks could become counters that merely process requests instead of providing the personal interaction and reassurance people need when seeking police assistance.The new Citizen Help Desks will therefore combine complaint handling, digital and legal assistance, and support for different groups at police stations, even as the Opposition has raised concerns about the loss of direct personal interaction under the earlier system.- Ends