Helpline 1124

Presence of a responsive complaint management system is an essential pre-requisite to run a public service scheme, successfully. To this end an efficient system of complaint management and feedback/ response has been devised to analyze the public service delivery by PHP and attached departments of Home Department. In Year 2016-17, 170,644 of calls landed on Helpline 1124. Help/assistance was rendered through PHP to 22,802 commuters travelling on highways of Punjab. Significant among these include; 5,601 calls of help/ assistance during accidents/ first aid, 6,878 of vehicle breakdown due to mechanical fault, tyre burst/ puncture, fuel, etc. 2,895 calls were concerning disputes on highways, 2,982 calls pertained to general help/ information, 2745 calls were regarding removal of road block/ traffic jam, 1085 calls of suspicious activities, 134 calls were about highways crime, etc. With regards to prison in Punjab only 221 complaints were received during the period under review, which are indeed significantly low. Beside lack of awareness about helpline 1124, fear of backlash by prison staff is the main reason for this low complaint ratio. Complaints mostly pertained to ‘meeting of visitor’ with the prisoner. Maximum complaints were received from Central Jail Kot Lakhpat.