Most hotlines Out of Service

By Mimi Alphonsus

Many of government hotlines and non-emergency short codes are not functional, a TimesOnline investigation revealed.

In a study of over sixty-five 4-digit shortcodes and five other government hotlines, many were not functional with lines being cut due to no answer or lack of connection, as well as some lines having a wait time of over 10 minutes. 

Accordingly 40 per cent of  the 65 hotlines when unanswered.

In the seventy numbers surveyed, 11 phone numbers did not connect, 6 automatically informed the caller that agents would not be able to respond, 3 were busy during multiple attempts, and 9 had a wait time of over 10 minutes, 

Non functional numbers covering critical areas including for anti-human trafficking, for Sri Lankans seeking assistance related to the situation in the Middle East, for tourist information, for the Welfare Benefits Board, for complaints on official language policy, for the National Dangerous Drugs Control Board, and for the Human Rights Commission.

Officials at the Telecommunications Regulatory Commission of Sri Lanka (TRCSL) said that they monitor traffic to 3 and 4 digit shortcodes each year and if they are under-utilised, request a justification from the relevant body. “Some phone numbers might not be working if they haven’t paid the phone bill,” said the official. 

In order to obtain a 19XX shortcode, many of which were non-functional, a government department must fill out an application form and pay Rs. 600, 000 each year.