How to File a Police Complaint Online in India: Step-by-Step Process

Kaustav Chowdhury
5 hours ago
4 min read

Filing a police complaint is one of the most fundamental steps in accessing the criminal justice system in India. With the implementation of the Bharatiya Nagarik Suraksha Sanhita (BNSS) 2023 on July 1, 2024, the process of registering First Information Reports (FIRs) has been modernised, including provisions for e-FIRs and zero FIRs. The Crime and Criminal Tracking Network and Systems (CCTNS) portal and various state police portals now enable citizens to file police complaints online. This guide explains the complete process, the legal framework, and what happens after a complaint is filed.

Understanding FIRs Under Section 173 BNSS

Section 173 of the Bharatiya Nagarik Suraksha Sanhita (BNSS) 2023, which replaced Section 154 of the Code of Criminal Procedure, 1973, governs the registration of First Information Reports (FIRs) in cognizable cases. A cognizable offence is one where the police can arrest without a warrant and investigate without the permission of a Magistrate.

Under Section 173 BNSS, every information relating to the commission of a cognizable offence, whether given orally or in writing, must be reduced to writing by the officer in charge of the police station. The informant must be given a copy of the FIR free of cost. The police cannot refuse to register an FIR if the information discloses a cognizable offence; this mandatory duty has been repeatedly emphasised by the Supreme Court, most notably in Lalita Kumari v. Government of U.P. (2014).

For a comprehensive analysis of the BNSS framework: BNSS 2023: The New Criminal Procedure Code and What It Changes.

What Is a Zero FIR?

One of the most significant reforms in the BNSS is the statutory recognition of the Zero FIR. Under Section 173 BNSS, any police station must register an FIR for a cognizable offence, regardless of whether the offence took place within its territorial jurisdiction. The FIR is assigned a serial number of '0' (hence 'zero FIR') and is subsequently transferred to the police station having actual jurisdiction.

The zero FIR mechanism addresses a long-standing problem where police stations refused to register FIRs on jurisdictional grounds, forcing complainants to travel to distant police stations. This is particularly important for victims of serious offences such as sexual assault, robbery, or kidnapping, where immediate registration and preservation of evidence is critical.

How to File a Police Complaint Online

There are multiple digital channels for filing police complaints in India:

National Cyber Crime Reporting Portal (cybercrime.gov.in): This centralised portal, operated by the Ministry of Home Affairs, accepts complaints related to cyber crimes, including online fraud, social media offences, and cyber stalking. Complaints can be filed anonymously for certain categories. After filing, a unique complaint number is assigned for tracking.

State Police Portals: Most states have their own online complaint filing systems. For example, Maharashtra has the 'Citizen Portal' on the maharashtrapolice.gov.in website, Delhi has the 'Delhi Police Complaint Portal,' and Karnataka has the 'BPR&D Portal.' These portals typically allow citizens to upload complaints with supporting documents.

CCTNS Portal: The Crime and Criminal Tracking Network and Systems (CCTNS) is the technical backbone for the e-FIR initiative across India. It connects over 16,000 police stations and enables digital tracking of FIRs and investigations. While citizens do not directly access CCTNS, the state police portals feed into this system.

Email to the Station House Officer (SHO): Under the BNSS framework, citizens can also email complaints to the SHO of the concerned police station. If a cognizable offence is disclosed, the SHO is required to register the FIR. The complainant must provide a signed copy within three days of the email complaint.

What Happens After Filing a Complaint?

Once an FIR is registered, the police are legally obligated to investigate the matter. The investigation process under the BNSS includes: (a) visiting the scene of the crime and examining it, (b) recording statements of witnesses under Section 180 BNSS, (c) collecting and preserving evidence, (d) arresting the accused if necessary and if the offence warrants arrest, and (e) filing a police report (chargesheet) under Section 193 BNSS before the Magistrate within the prescribed period.

For cognizable offences, the investigation must be completed within 60 to 90 days depending on the severity of the offence. If the investigation is not completed within this period and the accused is in custody, the accused becomes entitled to default bail under Section 187 BNSS. The anticipatory bail provisions under Section 482 BNSS are also relevant for persons apprehending arrest.

What If the Police Refuse to Register an FIR?

If the police refuse to register an FIR despite being informed of a cognizable offence, the complainant has several remedies. First, a written complaint can be sent to the Superintendent of Police (SP) under Section 173(4) BNSS, who must either direct the investigation or investigate the case personally. Second, the complainant can approach the Magistrate under Section 175 BNSS (corresponding to earlier Section 156(3) CrPC), requesting the Magistrate to direct the police to register the FIR and investigate. Third, the complainant can file a private complaint directly before the Magistrate under Section 223 BNSS.

The Supreme Court has held that the refusal to register an FIR when a cognizable offence is disclosed is itself an actionable wrong, and the complainant can seek disciplinary action against the erring officer.

Key Takeaways

1. Section 173 BNSS mandates FIR registration for all cognizable offences; police cannot refuse if the complaint discloses such an offence.

2. Zero FIR under BNSS allows any police station to register an FIR regardless of jurisdiction, eliminating a major barrier for complainants.

3. Online complaints can be filed through the National Cyber Crime Portal (cybercrime.gov.in), state police portals, or email to the SHO.

4. After FIR registration, police must investigate within 60 to 90 days; failure gives the accused a right to default bail under Section 187 BNSS.

5. If police refuse to register an FIR, remedies include approaching the SP under Section 173(4), the Magistrate under Section 175, or filing a private complaint under Section 223 BNSS.