24/7 Online Tracking for 15 Helpline Complaints
The Punjab Safe Cities Authority (PSCA) has launched a new online tracking system that allows citizens to follow the status of complaints registered through its 15 emergency helpline. The move is aimed at making policing more transparent, citizen-friendly and responsive across the province.
Under the new system, people who dial 15 to report an incident will be able to monitor what happens after their complaint is lodged. Once a First Information Report (FIR) is registered, the system automatically sends a WhatsApp message to the complainant with key details of the case.
Officials say the goal is to close the information gap between police and the public. In the past, many complainants had to repeatedly visit police stations or make multiple calls just to find out whether their FIR had been registered or what action had been taken. The online tracking service is designed to remove that uncertainty and keep citizens informed at every step.
How Citizens Can Use the New Complaint Portal
According to PSCA, the process starts as soon as a complaint is formally entered into the system. After FIR registration, citizens receive a WhatsApp message containing a download link, an e-tag number and other essential details. The e-tag number acts as a unique reference ID for the case.
Complainants are also issued a username and password via SMS or WhatsApp. These credentials allow them to log into the dedicated portal and review the status of their complaint at any time. By using this online account, citizens can see whether their FIR has been filed, which police station is handling the matter and what stage the investigation has reached.
One of the most practical features of the new system is the ability to download a copy of the FIR from home. Previously, victims or their families often had to travel to police stations and wait in queues to obtain physical copies. Now, a digital copy can be saved or printed directly from the portal, saving both time and travel costs, especially for those living far from urban centres.
The website feedback.psca.gop.pk has been designated as the main portal for tracking complaints. Through this platform, users can not only monitor progress but also submit feedback on how their case is being handled. Authorities say this feedback loop will help improve service quality and highlight areas where police units may need additional training or oversight.
Virtual Women’s Police Station Integration for Safer Access
A key element of the new initiative is its integration with the Virtual Women’s Police Station, which was set up to give women safer and easier access to law enforcement without the need for frequent visits to physical stations. The online tracking system now links directly with this virtual platform.
Women who file complaints through the Virtual Women’s Police Station can receive legal guidance, counselling and follow-up support from their homes. The post-FIR follow-up mechanism allows officers to maintain regular contact with affected women via phone and digital channels, updating them on case progress and advising them on further steps.
To reach the Virtual Women’s Police Station, callers can dial 15 and then press 2 from the menu options. From there, their complaints are routed through specialised staff trained to handle sensitive cases such as domestic violence, harassment, threats and other gender-based offences. The integration with the tracking system ensures that these cases are monitored closely and that complainants can verify the status themselves.
Digital Policing, Transparency and Public Feedback
Officials at PSCA say the new complaint tracking platform is part of a broader push towards digital policing in Punjab. By combining helpline services, online portals and data-driven monitoring, the authority aims to make law enforcement more accountable and easier for ordinary citizens to engage with.
The ability to see case updates online, download FIR copies and submit feedback is expected to build greater trust in the system, especially among people who previously felt ignored after filing complaints. Digital records also give supervisors and senior officers better tools to check whether frontline staff are responding to cases in a timely and professional manner.
At the same time, PSCA is encouraging citizens to actively use the new tools rather than relying only on informal follow-ups. People who have lodged complaints are advised to keep their e-tag number, username and password safe and to log in regularly to track progress. If they notice unexplained delays or issues, they can raise concerns directly through the feedback section on the portal.
With the launch of this online system, Punjab joins a growing number of regions that are using technology to bridge the gap between the public and the police. How widely and consistently citizens adopt the new service will likely determine its long-term impact on transparency, trust and the overall experience of seeking justice in the province.
