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News : Calls Received by State Women's Commission Helpline to be Recorded
Jaipur, India, Dec 10, 2015 -- With an aim to have a stronger impact and extended reach, the Rajasthan state women's commission has now launched efforts to strengthened its call centre, which will record conversations on the calls received.
A 24/7 Helpline (1901) was established in the commission for speedy redressal of grievances and for filing complaints in August 2012. Four counsellors including representatives from the law and sociology fields receive the complaints. More than 70,000 calls have been received at the call centre but the case details of only about 2,100 of these are available. As the calls were not being recorded, a proper redressal procedure was not being followed for most of the calls. There were also complaints of counsellors deliberately deferring the complaints.
The recently appointed chairperson of the commission Suman Sharma has now directed that a regular record be maintained about the calls and callers. The call centre would soon be digitized and every conversation between the caller and counsellor will be recorded. "A computerized record of all calls received and the conversations would be maintained on a daily basis. This would further be monitorized by our teams to ensure that a proper redressal procedure is followed and the woman provided help and guidance in every possible way," said Sharma, who said that the commission will now also maintain a record of the addresses of the callers for future reference.
"In several cases, where the complaints are serious, the victim is required to be present for a personal hearing. Several victims get cold feet and do not call again when they come to know that they did not appear. Now that we will have their records, a follow up would be done in such cases,'' said Sharma, adding that she would personally monitor the development is such cases after listening to the recorded conversations. She also hinted at action against counsellors who fail to provide the victim the necessary assistance.
Posted by Veronica Silva Cusi, news correspondent
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Published: Friday, December 11, 2015