Standardized Complaint Redressal Procedure (Points 1-11)

Point 1: Counseling (समुपदेशन)

• Counseling of the complainant is the first step in addressing grievances.

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Point 2: Preliminary Inquiry (प्राथमिक चौकशी)

• Upon receiving a complaint, the Assistant Police Commissioner/Police Sub-Inspector must issue written orders to the relevant police station to conduct a preliminary inquiry into the complaint.

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Point 3: Action on Substantiated Complaints (तथ्य आढळून आल्यास)

• If the complaint is found to contain factual substance, the Assistant Police Commissioner/Police Sub-Inspector must issue written orders to the relevant police station directing action as warranted.

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Point 4: Action Report Preparation (कायणवाही अहवाल)

• The Assistant Police Commissioner/Police Sub-Inspector must prepare a report detailing all actions taken on each point/issue raised in the complaint.
• One copy of this report must be provided to the complainant (तक्रारदाराांना उपलब्ि करून देणे).

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Point 5: Mandatory 3-Week Timeline (तीन आठवड्यांच्या आत)

• Deadline: All complainants must receive an action report within 3 weeks (21 days) from the date of complaint receipt – this is mandatory (बंधनकारक).
• Failure to meet this deadline creates an escalation trigger (see Point 6).

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Point 6: Escalation for Delayed Cases (तीन आठवडयाांच्या आत अहवाल उपलब्ि न करण्यास असमथण)

For cases where the 3-week deadline cannot be met:

• The Additional Police Commissioner/Police Inspector General must compile a monthly list (प्रत्येक महिन्याच्या पाच तारखेला) of all pending complaints that could not be resolved within 3 weeks.
• This list must be submitted to the Additional Chief Secretary (Home Department, Mantralaya) by the 5th of every month (प्रत्येक महिन्याच्या पाच तारखेला).
• The Additional Chief Secretary (Home) will then issue directions to the Additional Police Commissioner/Inspector General to:
  • Expedite the resolution of such pending complaints (जलदगतीने करणेबाबत)
  • Provide action reports to the complainants (कायणवाही अहवाल उपलब्ि करून देणेबाबत)

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  Point 7: 3-Month Escalation to Secretary Level (तीन महिन्याांपेक्षा अधिक काळ प्रलंबित)

  For complaints pending beyond 3 months (90 days):

  • The complainant may escalate the matter to the Under Secretary (Police 11, 12, 13), Home Department, Mantralaya.
  • The Under Secretary (Police 11, 12, 13) will bring such cases to the notice of the Additional Chief Secretary (Home Department) and take action as per their directions.

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  Point 8: Complainant's Right to Direct Police Station Complaint (सांबांधित पोलीस ठाणेस धेट दे न लेखी तक्रार)

  Alternative remedy for complainants:

  • Even though the Assistant Police Commissioner/Police Sub-Inspector bears primary responsibility for providing an action report within 3 weeks, complainants have the right to:
    1. Directly approach the relevant police station (सांबांधित पोलीस ठाणेस)
    2. Obtain acknowledgment receipt (धेट)
    3. Lodge a written complaint (लेखी तक्रार)
    4. Attempt to resolve the matter at the police station level before escalating to higher authorities.

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    Point 9: Repeated/Serial Complaints (वारांवार तक्रार करणाऱ्या)

    For complainants filing multiple/repeated complaints:

    • The Assistant Police Commissioner/Police Sub-Inspector must:
      1. Verify and scrutinize each issue raised in previous complaints
      2. Take action only on issues NOT previously acted upon (केवळ यापूर्वी कार्यवाही न झालेल्या मुद्याांबाबत)
      3. Prepare a report on newly identified issues and provide it to the complainant
      4. If all issues in the complaint have already been acted upon, the officer must:
         • Inform the complainant in writing (लेखी कळवावे) that all matters have been previously addressed
         • Provide counseling/explanation (समुपदेशन/Counselling करावे) regarding the previous actions

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         Point 10: Revenue + Criminal Matters Coordination (महसूली तसेच फौजदारी)

         For complaints involving both revenue and criminal issues:

         Background: In rural areas, delayed revenue/land matters often trigger violence, assaults, and criminal cases.

         Procedure:

         • When a complaint contains both revenue aspects and criminal aspects, the Assistant Police Commissioner/Police Sub-Inspector must:
           1. Contact the relevant Sub-Divisional Officer/Revenue Officer (उपभजल्हाभिकारी) to coordinate
           2. Meet with the Sub-Divisional Officer at least once every 15 days or as soon as feasible (दर पंधरा दिवसांनी/शक्य तितक्या लवकर)
           3. Discuss the matter with the Revenue Officer and identify resolution options
           4. Document in the action report all discussions held and matters agreed upon/discussed with the Revenue Officer

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           Point 11: Capacity Building – Workshops and Training (शिबीर/चर्चासत्र/Workshop)

           For proper counseling of complainants, the system requires:

           • The Inspector General of Police (पोलीस महासांचालक) must periodically organize camps, discussion sessions, and workshops for Assistant Police Commissioners and Police Sub-Inspectors to ensure they:
             • Remain updated on current developments
             • Are aware of Government Resolutions and policy changes
             • Understand judicial outcomes relevant to complaints
             • Can provide informed counseling to complainants

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             Distribution List (प्रत)

             The Government Resolution has been distributed to:

             1. Governor's Secretary
             2. Registrar, Maharashtra High Court, Mumbai
             3. Chief Secretary, Maharashtra State, Mumbai
             4. Principal Secretary to Chief Minister
             5. Private Secretaries to all Ministers/State Ministers
             6. All Honored Members of Legislative Assembly/Council and Parliament Members
             7. All Ministerial Department Heads
             8. All Police Inspector Generals and Additional Police Commissioners
             9. All District Collectors
             10. All Police Commissioners and Police Deputy Commissioners
             11. All Police Sub-Inspectors and Assistant Police Commissioners
             12. All Sub-Divisional Officers and Tahsildars
             13. Police-11 Selection Committee

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             Publication Details

             • Website Reference: www.maharashtra.gov.in
             • Portal ID: 201606171507159929
             • Authentication: Digital Signature
             • Issued under: Governor's Orders and Name

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             Important Notes / Clarifications

             This Document Does NOT Affect:

             • ❌ Excise licensees (FL-I, FL-II, FL-III, FL-IV, CL-I, CL-II, CL-III, Toddy, Neera)
             • ❌ Excise manufacturing permits
             • ❌ Liquor duty, fees, or taxation
             • ❌ Bombay Prohibition Act 1949
             • ❌ Bombay Foreign Liquor Rules 1953
             • ❌ Maharashtra Country Liquor Rules 1973

             Relevant To:

             • ✅ Public grievance redressal in police administration
             • ✅ Police complaint handling procedures
             • ✅ Timelines and escalation processes
             • ✅ Home Department administrative protocols

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             Conclusion

             This is a Home Department policy document on police complaint handling and has zero relevance to Maharashtra Excise Law. It should not be referenced in any excise licensing, duty assessment, or regulatory matter.

             If you have Maharashtra Excise Department documents requiring analysis, please provide the appropriate reference.