95pc of ‘15’ helpline calls handled effectively: NA told

ISLAMABAD, Mar 09 (APP): Minister of State for Interior Talal Chaudhry informed the National Assembly on Monday that about 95 percent of calls received on the police emergency helpline ‘15’ are handled effectively.

Replying to questions during the Question Hour, he said a comprehensive standard operating procedure (SOP) was in place to deal with complaints and emergency calls.

The minister said every call received on the ‘15’ helpline is first examined through a structured system to identify the nature of the complaint.

The system determines whether the call relates to registration of a First Information Report (FIR), a general complaint, rescue assistance, or any other emergency. The case is then forwarded to the relevant department for prompt action.

“There is a proper SOP for dealing with ‘15’ calls and around 95 percent of complaints are addressed effectively, with callers satisfied with the response,” he added.

Talal Chaudhry said other complaint mechanisms were also available besides the ‘15’ helpline, including a dedicated Inspector General (IG) Police helpline and a special helpline for women.

He said if any complaint received through these helplines was not properly handled, the government would take notice of it.

The minister acknowledged that corruption existed in different sectors but stressed that the government had zero tolerance for corruption within the police force. He said strict disciplinary action was regularly taken against officials involved in misconduct.

Responding to a supplementary question about security arrangements at Parliament Lodges, Talal Chaudhry said police took security measures only after receiving directions from the relevant parliamentary authorities.

He said the Interior Ministry used a software-based monitoring system mainly designed for hotels and commercial establishments to maintain records and ensure security compliance.

However, he added that many women’s hostels were privately run and not registered as commercial entities, which sometimes placed them outside the ministry’s hotel monitoring system.

“Wherever such facilities fall under our regulatory scope, we ensure proper monitoring and security checks,” he said, adding that coordination with other departments was also maintained to address safety concerns.

The minister also told the House that a dedicated helpline had been established to address women’s complaints and provide assistance.

He said authorities had received 2,719 complaints related to women’s issues, which had been resolved through the helpline system. Detailed information about the remaining cases has also been shared with the Assembly.

Talal Chaudhry further said security arrangements in Islamabad’s Red Zone were decided according to the prevailing security situation.

He said the Red Zone contained several important state institutions, including Parliament and other key government buildings, which required strict security.

“When security agencies assess potential threats, certain routes are temporarily closed, or access is restricted,” he said, adding that such restrictions were lifted once the situation improved.

The minister said Pakistan currently faced serious security challenges, particularly due to threats coming from across the Afghanistan border.

“In light of intelligence reports and security assessments, some routes are restricted at times to protect citizens and important installations,” he said, expressing regret for the inconvenience caused to the public.

He stressed that these measures were taken solely to ensure the safety of citizens and critical state infrastructure.