Senior citizen helpline number-1291 has turned out to be a platform for some elderly to vent their frustration regarding their routine family disputes. Also, there are many who approach the helpline to ask for a favour in terms of water and electricity bill payments, recharging mobile phones, buying them medicines and shoo lizards from their houses.
“We receive calls from elderly who say they are alone at home and don’t know how to get many things done. Mother-in-laws call us to complain that their ‘bahu’ is screaming at them. But once PCR van reaches the spot, it turns out to be normal. Sometimes they even call us to get their property issues solved. Many call us to find out address of old age homes,” said officials.
Also, the helpline number receives many bogus calls, said an officer working in the senior cell helpline department, adding that they receive around 80 calls on a daily basis from different locations of the Capital, but only a few of them are worth acting on.
Giving estimated figures, the official said maximum numbers of calls are received from outer district and East Delhi whereas New Delhi district and Central district lie at the bottom in relation to unrelated calls.
Also, the officials said peak hours of complaints come between 4 and 10 pm. The complaint is registered and transferred to the PCR working in the specific area.
“Many people don’t know that this helpline number can only catalyse the process of investigation as we are designated only to transfer calls to the PCR of the district from where calls have been made,” said the official.
Citing the framework of their department, the official said, “The helpline number was launched so that senior citizens are not back-seated to register their complaint.
But we never thought that the helpline will be flooded with unnecessary calls that can’t even be termed
as complaints.” It must be noted that the Delhi Police came up with Senior Citizen Security Cell in 2004 under the supervision of crime branch and it is active ever since then.