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CRPF's helpline in Valley draws a blank, literally

Calls are made every 2 mins, but complainants don’t speak most of the time

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CRPF personnel posted in Kashmir
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'Madadgar' — the helpline started by the Central Reserve Police Force (CRPF) in Jammu and Kashmir amid the strife over the last one year in an attempt to reach out to the masses — has drawn a blank. The force personnel at the helpline face a peculiar problem. While the phones ring continuously and calls are made every two minutes on an average, the complainants don't speak most of the time.

Of the 11,447 calls received, 10,290 were 'blank calls' and 895 were 'missed calls' in the first two weeks since the helpline was started.

An analysis of the call data since the launch on June 16 shows that in the first two weeks till July 3, the helpline received 636 calls daily and roughly one call every two minutes on an average.

Officials are surprised with the trend, saying the number of blank calls is "unusually high" and one of the reasons could be that people are checking whether the helpline number '14411' really exists and is not a fraud.

On the other hand, the complaints received range from medical aid to a Kashmiri facing harassment in Gurugram, a vehicle breakdown in a deserted spot within the state, a scuffle with a taxi driver and women being stalked.

These, among 262 other cases, were followed up and in 118 cases, the complainant was satisfied, according to the CRPF's review of the helpline.

Over the last one year, after the gunning down of Hizbul Mujahideen terrorist Burhan Wani, who had become a poster boy, there have been violent clashes between stone-pelting mobs and security forces. This led to the civilian population eyeing the forces with suspicion and the decision to start a distress helpline was taken to win the confidence of the people.

The CRPF has been promoting the helpline within the state, but now the force is also making efforts to reach out to Kashmiris living in other parts of the country and make them aware about it.

"We have put posters on our vehicles and also advertised in the local press. Soon, we will be putting posters in educational institutions across the country that have Kashmiri students," said Zulfiquar Hasan, Inspector General, Operations (Kashmir), CRPF.

...& ANALYSIS

  • The CRPF has been facing flak from Kashmiri citizens for its perceived mishandling of stone-pelting incidents, and the force had planned the helpline to help change the perception of the people.
     
  • But the move to change its image has clearly not met with much success.
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