L.I.S.T.E.N. Don’t judge: Kolkata Police commissioner’s message to force
Times of India | 11 July 2026
Kolkata: Police must L.I.S.T.E.N. Listen patiently, Inspire confidence, Safeguard dignity and privacy, Take prompt lawful action, Empathise without judging, and Never delay, discourage or disclose. Kolkata Police commissioner Ajay Nand issued this SOP to the force for the handling of complaints from women.
The SOP is meant for the entire force though it was first given out during the first phase of training for 183 woman cops at Police Training School. It is part of a wider state policy to improve women’s safety, and other measures are also being taken, including women help desks and Durga Shakti Vahini.
“The women’s help desks at every police station should not operate merely as an administrative complaint counter. It should rather be a secure space, where victims can find protection and dignity so that they can report the crimes against them,” said an officer. He added that the SOP directs officers to treat women complainants with respect, speak to them softly, offer them seats and water, and allow them to speak without interruption. Cops cannot question a woman’s character, clothes, lifestyle or personal choices, the officer added.
Privacy was also a focus, said the officer, adding that complaints should be heard in a private space and a victim’s identity must not be disclosed, especially in sexual offence or POCSO cases. They cannot force survivors and victims to compromise with the accused.
The SOP also orders cops to act quickly, especially domestic violence, stalking and cybercrime cases, and not to refuse complaints because of jurisdiction problems. Cops also have to provide medical help and legal support when required.
A review will be held two months later, to check for compliance.
BOX:
· The Kolkata Police has enforced a strict Standard Operating Procedure (SOP) for women’s help desks, built on Commissioner Ajoy Nand’s six-principle L-I-S-T-E-N acronym: Listen patiently, Inspire confidence, Safeguard dignity, Take prompt action, Empathise, and Never delay or disclose.
· The directive outlines three operational objectives to transform police stations into secure spaces:
· Sensitivity and Soft Skills: Personnel must welcome victims calmly, offer water, and listen without judging or questioning their character, clothing, or lifestyle.
· Privacy and Confidentiality: Officers must mandate private discussions and protect victim identities, particularly in sexual offense and POCSO cases.
· Prompt Legal Action: Jurisdictional refusals are completely banned; officers must file immediate ‘Zero FIRs’ and provide instant medical and legal aid without forced compromises.