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News : Rwanda Police Warns Abusers of Emergency Call Centers


Kigali, Rwanda, Nov 11, 2019 -- Rwanda National Police (RNP) has cautioned the general public against "obstructing and abusing" Emergency Call Centre services.

The force said these abuses continue to affect its emergency response services to the people in need, and warned of "legal action to anyone, who will be caught in these cybercrimes and service degradation."

Results from the analysis conducted by the RNP Call Centre from 11-18 October, 2019, establishing types of calls received by the 24/7 Emergency Call Centre, and the magnitude of abuse, which denies services to genuine users;

Out of 192181 total calls received by the Emergency Call Centre in only eight days, 159841 were genuine, while the remaining 32, 340 were neither emergencies nor related to any police related services.

The analysis results indicate that 1092 calls were "insults"; 902 were requesting for music; 8646 were calls by playing children just interrupting the channel; 1526 calls were greetings; 2446 requesting for varied telecommunication services; and 17728 "calls without speaking."

RNP spokesperson, Commissioner of Police (CP) John Bosco Kabera said that many people attempting to access the Emergency Call Centre services are affected by these disruptive and abusive calls.

"We continue to receive complaints from members of the public about failures to access the Call Centre services; this is largely because of such unwanted calls from some members of the public," CP Kabera said.

"Imagine someone calling without any genuine reason… just to insult and abuse a Police officer, who is there to help those in need of varied emergency responses; that big number of children, who use their parents or relatives’ phones making lines busy for no reason, which comes back to the responsibility of parents and guardians to teach these minors on the importance of the Call Centre, when and how to call."

"These are crimes punishable under law No. 24/2016 of 18/06/2016 governing information and communication technologies especially in its article 201, which refers to degradation or denial of services; and article 35 of law No.60/2018 of 22/08/2018 on prevention and punishment of cybercrimes, which gives punishment to anyone who has caused service degradation, failure and interruption,"

Actions under article 35 attracts an imprisonment of between six months and two years, and a fine of between Rwf1 million and Rwf2 million.

"The Emergency Call Centre was established to easy communication between law enforcements and the general public especially in times of disaster and other emergencies. We appeal to the general population to respect these lines, use them only when they are supposed to. Your jokes, insults and misuse of these lines could cost someone’s life; someone’s house, car, business or any other property could burn to ashes; emergency response to an accident could be hampered by these inappropriate calls," CP Kabera emphasized.

Currently, RNP has seven toll-free lines, each with the capacity to receive a number of calls at ago. They include 110 (maritime), 111 (fire and rescue), 112 (emergency), 113 (traffic accident), 118 (traffic Police queries), 997 (Anti-corruption), and 3511 (abuse by Police officer).

CP Kabera noted that as RNP continues to educate the public through media campaigns on effective use of these lines, legal action will also be taken against anyone found abusing them.

"All the calls are recorded and phone numbers of all callers obtained, making it easier to trace the abusers for legal action. We don’t wish to go there though, we need people to be responsive and do away with such uncalled for human behaviours."


Posted by Veronica Silva Cusi, news correspondent

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More Editorial From Rwanda National Police (RNP)

Published: Tuesday, November 12, 2019

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2021 Buyers Guide Telecoms

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Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.

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Cloudonix’s smart voice calls enable frictionless experiences that drive better customer care and faster sales by merging voice and data into a complete service context. Cloudonix add Cloud capabilities to your existing on premise Call Center enabling your agents to work from anywhere in the world. Security, Privacy and more – rapidly deployed and cost effective without replacing your existing systems or retraining your team.

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netsapiens allows you to control your margins in order to improve your ROI. As a provider of a facilities-based solution, you are able to personally choose your origination, termination, hardware costs, etc. to fit your budget. We also allow you to strategically price your product for a maximum return on your investment by charging on a conc...
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