The Virtual Police Station (Spanish ComisarÃÂa Virtual) is a digital citizen service platform launched in 2019 by the Chilean Carabineros (national police force). It aims to provide a range of police services through an online interface, facilitating easier and more efficient access for the public. The platform aligns with Chile's broader public policies promoting a paperless administration and digital government initiatives, which seek to modernize state institutions and enhance operational efficiency. It also enables individuals who may feel hesitant or fearful to report illegal activities in person to do so securely and conveniently through a centralized platform with nationwide coverage, available 24 hours a day. All services are offered free of charge as a public service, supporting community welfare and citizen security.
The website was launched as part of the "Safe Street Plan" program, developed by the Ministry of the Interior during Sebastián PiñeraâÂÂs second administration, aimed at strengthening security measures to reduce crime levels on Chilean streets.
During the COVID-19 pandemic, Chilean health authorities implemented strict restrictions on free movement and quarantines to control the spread of the virus. To facilitate compliance with these measures while allowing essential activities, the government introduced into the ComisarÃÂa Virtual system, an online service for issuing electronic safe-conduct permits (permiso de desplazamiento). This digital system enabled citizens to request and obtain authorization to leave their homes during quarantine periods without the need for physical paperwork or in-person visits to police stations.
The ComisarÃÂa Virtual featured a centralized database and integrated security measures that effectively prevented counterfeiting and fraud, ensuring that only valid and authorized permits were recognized by law enforcement. This secure design enhanced public trust and enforcement efficiency.
The system was recognized worldwide as an exemplary model of digital public service for its rapid deployment, accessibility, and effectiveness during a health crisis. By replacing traditional paper permits with electronic authorizations, it also contributed to reducing paper consumption and minimizing physical contact, supporting both environmental sustainability and public health objectives.
During the COVID-19 pandemic in Chile, the digital platform ComisarÃÂa Virtual of Carabineros became the most visited website in the country, serving as the primary portal for obtaining safe-conduct permits (salvoconductos) and other essential online services. However, the surge in traffic exposed several technical limitations affecting its performance.
In May 2020, the platform experienced multiple outages due to technical failures, preventing users from accessing the permits needed to travel during quarantine periods. Carabineros reported via social media that the website was down and that support personnel were working to restore service.
Additionally, the Office of the Comptroller General of the Republic detected irregularities in the system, such as the issuance of over 2,000 permits to individuals with positive COVID-19 diagnoses between March and May 2020. This was due to a lack of interoperability with databases from the Ministry of Health, the National Civil Registry, and GendarmerÃÂa, allowing personal data to be validated without mobility restrictions.
To address these challenges, several technical improvements were implemented. The platform was scaled using cloud computing technologies, deploying multiple EC2 virtual machines in parallel to handle the growing demand. At its peak, the system ran on 300 virtual machines hosting over 3,000 containers with ComisarÃÂa Virtual operating simultaneously, ensuring sufficient capacity and system stability.
These measures improved the platformâÂÂs reliability and availability, allowing citizens to complete online procedures efficiently during the restrictions imposed by the pandemic.
The website provides a range of services offered by the Chilean uniformed police, organized into six categories: reporting (complaints), issuing safe-conduct permits, submitting anonymous complaints, registering records of events, filing complaints or commendations, and facilitating family reunions for individuals who have lost contact with immediate relatives for personal or emotional reasons, distinct from missing person cases. Except for submitting anonymous information, users must first register on the website through one of two methods: an internal registration managed by the Carabineros de Chile police force or via the ClaveÃÂnica, ChileâÂÂs unified digital authentication system that allows access to all government online services across state institutions and agencies.
Through this virtual platform, citizens can file written complaints regarding various legal infractions. The platform covers the following types of offenses:
The ComisarÃÂa Virtual platform allows users to anonymously report information to Carabineros without requiring personal identification or authentication. This feature is designed to encourage community participation in public safety by protecting the identity of informants. Anonymous reports can be submitted regarding:
This anonymous reporting mechanism aims to enhance law enforcementâÂÂs ability to investigate and prevent crime while ensuring user privacy and security.
The ComisarÃÂa Virtual allows citizens to formally register specific incidents with Carabineros, which serve as official records for various legal and administrative purposes:
Citizens may voluntarily request assistance in re-establishing contact with relatives with whom communication has been lost for personal or emotional reasons (not to be confused with missing persons cases). Carabineros officials then initiate an administrative search for humanitarian and support purposes.