To improve the image of the Government Railway Police and to instill more confidence in their services, a list of certain etiquettes to be followed while registering complaints has been given to GRP officials across the state.

The circular, issued by Additional Director General of Police, Government Railway Police (GRP) state, Raj Khilnani, to Mumbai, Pune and Nagpur GRP, states that confidence of the common man in the police has decreased.

The circular, a copy of which is with Newsline, says: “Recently, due to the working style and inappropriate behaviour of certain officials, the confidence of the common man in the police has diminished. Because of this, it is highly desirable that the confidence of the public in the police be restored and they start appreciating and co-operating with our efforts and certain steps have to be taken to achieve that.”

The first guideline of the circular directs all police personnel to treat complainants with sympathy. “A complainant who has approached the police station is already under a great deal of stress and in such a situation, a police official should make it a point to take an effort to co-operate and sympathise with the person,” states the circular.

It also suggests providing comfortable chairs to complainants instead of making them stand or sit on rickety furniture, greeting them in a warm manner, offering them water in clean utensils, treating complainants equally so that they don’t feel neglected.

The circular also directs police officials to guide complainants and to explain them the required procedure. Furthermore, in case of commuters’ injuries, the top priority for the police officials should be to provide first aid. “Most commuters call railway helpline when in need and hence it is necessary that the helpline number be prominently displayed in trains and platforms,” says the circular.

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