Kerala Police scrap PRO system, launch citizen help desks statewide

Kerala Police have formally phased out the decades-old PRO (Public Relations Officer) system in favour of dedicated citizen help desks at every police station across the state. The transition marks a significant shift in how the force manages public interactions and addresses citizen concerns at the grassroots level.

The new citizen help desks are designed to serve as single-window facilities where members of the public can lodge complaints, seek information, and access police services without navigating bureaucratic intermediaries. Each desk has been staffed with trained personnel tasked specifically with receiving and processing public grievances and facilitating communication between citizens and police authorities.

Official sources indicated that the move addresses long-standing concerns about accessibility and transparency in police-public engagement. By abolishing the PRO system, which traditionally acted as a communication buffer, the force aims to create more direct channels for citizens to interface with police operations.

The initiative is expected to reduce response times for public complaints and enhance accountability within the department. Police stations across Kerala have been directed to ensure their citizen help desks are operational and adequately resourced to handle inquiries and grievances during regular working hours.