Lahore Police have rolled out a new policy framework for 2026 aimed at strengthening accountability, improving service delivery, and rebuilding public confidence in the force. A key feature of the policy is the direct link between the performance of station house officers (SHOs) and other police personnel and feedback provided by citizens visiting police stations.
Under the new system, 2026 has been declared a transition year during which all officers, from constables to SHOs, will be required to follow a unified code of conduct. The guidelines emphasize respectful interaction with the public, including addressing male visitors as “Sir” and female visitors as “Ma’am.” The objective is to promote professionalism and create a more welcoming environment within police stations.
Senior police officials stated that police stations across Lahore will be transformed into citizen facilitation centers rather than places that discourage people from lodging complaints. Authorities acknowledged that discourteous behavior by police staff has been a long-standing concern, and the new policy introduces structured reforms to correct this issue and improve the department’s public image.
The framework allows for immediate departmental action, such as transfers or suspensions, against officers found guilty of misconduct, rude behavior, or abuse of authority. It also makes it compulsory for SHOs, muharrars, and other staff to formally document feedback from every visitor, covering their experience from arrival to departure.
Additionally, the response time of the 15 emergency helpline and police patrol units will now influence the overall performance assessment of police stations. Similar standards will apply to police checkpoints, where complaints regarding harassment and unnecessary delays have increased in recent years.
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Police officials said fresh guidelines have been issued to ensure identity checks and security procedures remain lawful and do not cause inconvenience to the public. The policy builds on accountability measures introduced in 2025 and responds to repeated reports of aggressive conduct by police personnel.
