The Electronic Complaint Cell (ECC) has successfully resolved 1,500 complaints out of a total of 1,850 in its first year. Established in October 2023 by East Zone police chief DIG Ghulam Azfar Mahesar to assist the public, the ECC has released its annual performance report.
The report indicates that the ECC received a total of 1,850 complaints, with over 1,500 of them having been resolved promptly. The remaining cases primarily involve property disputes, land encroachments, and buying and selling conflicts, which are currently under judicial review.
Additionally, investigations are ongoing into more than 90 other complaints, including the technical tracing of stolen motorbikes, cars and mobile phones. Some complaints fell outside police jurisdiction, but necessary actions were still taken to address them, said a spokesperson for the DIG East office.
One notable achievement of the ECC was the swift response to a complaint from a Pakistani citizen living abroad regarding bribery at the Alfalah police station, which resulted in the suspension of four police officials following an inquiry.
In a unique case, the ECC assisted a mother who tearfully reported her son for physical abuse over a property dispute. Following an investigation, the son was jailed and restrained further. Similarly, an elderly father’s complaint led to the registration of a case and the arrest of the suspect.
For the first time in Pakistan’s history, an FIR was lodged online through the ECC on behalf of a Pakistani citizen in the United States regarding a stolen vehicle in Karachi.
The ECC also addressed complaints from citizens living in countries such as Nigeria, the United Arab Emirates, South Africa, Germany, Australia, Congo and Saudi Arabia.
Additionally, women in Karachi’s East Zone, including Korangi, Malir and District East, reported harassment issues, prompting immediate actions that resulted in several arrests. One significant case involved complaints about drug addicts, leading to swift action by the East Zone police, who sent the addicts to rehabilitation centres and arrested their suppliers.
The ECC also plays a vital role in resolving issues for police employees, their families, and the families of police martyrs. It is connected to major social media platforms, including Facebook, TikTok, X (formerly Twitter), Instagram and SnackVideos, where complaints are received and addressed.
DIG Mahesar personally monitors all complaints to ensure prompt action. The ECC also provides verification certificates to citizens free of charge, benefiting overseas Pakistanis as well.
In response to suggestions received by the ECC, the officer ordered the establishment of women’s desks at all the police stations in the East Zone. IT officers at model police stations in Korangi, Malir and District East have also been assigned public welfare duties.
Lastly, the police department has urged the public to refrain from submitting irrelevant complaints to the ECC, such as those related to water, electricity, gas or sewerage issues.