• ‘Lok Spandana,’ a system where citizens scan QR code at Police Station to give feedback on Police service, fully operated by Police personnel themselves
• Citizens, fearful of Police, give OTP to Police personnel, who then enter their own feedback

Mysuru, June 2 (KS)- The Karnataka Police introduced the ‘Lok Spandana’ feedback system about two years ago to enhance transparency, accountability and citizen-friendliness  at Police Stations.

Under this initiative, every Police Station has been assigned a unique QR code, enabling visitors and complainants to record their feedback on interactions with Police personnel. Citizens are encouraged to scan QR code displayed at Police stations using their mobile phones and submit their responses directly.

However, an incident at the Metagalli Police Station has raised questions about the implementation of the system.

Incident details

On May 30, a complainant visited the Metagalli Police Station to submit a Court-issued injunction order in connection with a civil dispute, as advised by their advocate.

Upon arrival, the visitor was asked by personnel at the reception to enter details such as name and purpose of visit in the station register. They were then directed to meet the Police Inspector, who, in turn, asked them to approach the Sub-Inspector.

After receiving a copy of the Court’s injunction order, the Sub-Inspector instructed them to hand over the document to another officer and obtain an acknowledgement.

According to the visitor, Police officials did not summon the opposite party or issue any instructions regarding the disputed property, but advised the visitor to monitor the site themselves and  alert the Police if any construction activity continues despite the Court order.

When the visitor asked for an acknowledgement, it was initially withheld and issued only after the Sub-Inspector intervened.

Feedback system violated 

As they were leaving the Police Station, a woman Police Constable at the reception demanded a feedback on the visit through the ‘Lok Spandana’ system.

The visitors wanted to express their unhappiness about how casually their complaint was taken and how the erring party was not summoned to the Police Station.

When the visitor attempted to scan the QR code using her own mobile phone to give the feedback the lady constable told them to put their phone away as she would scan the QR on her phone which left the visitors confused.

The lady constable then pulled out her own mobile phone, scanned the QR code, entered the visitor’s mobile number, completed the feedback process herself and then sought the One-Time Password (OTP) sent to the visitor’s phone to submit the feedback.

The incident has raised concerns over whether citizens are being allowed to independently record their experiences. It raises the credibility of a system where the public is not allowed to enter their true feedback.

The ‘Lok Spandana’ system was introduced to encourage honest public feedback and address long-standing reluctance among visitors to report misconduct or poor treatment at Police Stations due to fear of repercussions.

Critics argue that if Police personnel themselves fill out feedback forms on behalf of visitors, it defeats the very purpose of the citizen-friendly initiative, which was designed to capture genuine public opinion and improve Police services.

Many citizens are now suggesting that instead of placing QR codes in the Police Station premises it should be made available to scan on the Mysuru Police website.

Will seek a report: Police Commissioner

Mysuru City Police Commissioner Seema Latkar told Star of Mysore that she would look into the matter. “After learning about the issue concerning the public feedback system at Metagalli Police Station, I will seek a report from the Inspector and conduct an inquiry,” she said.

Metagalli Police Inspector Arun also assured action. “I will inquire with the staff concerned and take appropriate action based on the findings,” he told SOM.