Half The Calls On Child Helpline Relate To Abuse Or Counselling

New Delhi: Tucked away in Delhi govt's women and child development department, the child helpline control room is filled with the noise of a phone ringing constantly. Each ring carries a possible cry for help from instances of abuse to kids going missing. The calls are verified, details are registered and action initiated. There is, however, concern now among child right activists that the helpline is losing its importance as a resource for the city's kids with problems.
Between Sept 2024 and March this year, the helpline recorded 3,522 cases, according to data obtained under the Right to Information Act. The nature of complaints paints a grim picture: over 50% of the calls were about child abuse and the need for counselling. A total of 954 cases were related to abuse and 826 of children requiring psychological support. Of the remaining, 412 cases were about missing children, 234 about children found alone in public places, 197 about child family problems and 178 about child labour issues.
While there has been a steady drop in monthly cases — from 704 in Sept last year to 421 in March — experts warned that the over 3,500 verified complaints in just seven months could only be representing a fraction of the city's actual child distress cases. The low call numbers in categories like child health issues (104), child beggary (36) and addiction/substance abuse (31) hinted at a larger issue: a lack of awareness about the full scope of the helpline's purpose.
Dr Indu Prakash Singh, member of the State Level Shelter Monitoring Committee of Delhi, said, "At one point, the child helpline number at 1098 was very active. Then it was put under the women and child development department, after that the Integrated Child Protection Scheme and then the District Child Protection Unit. When we once encountered children on the streets, we called 1098 wherever it was. But DCPU isn't as active now. Callers are usually directed to call the 100 police emergency number or to take the child to the police station. The helpline was meant for intervention independent of the cops."
Child rights activist Santosh Gupta said that the child helpline was once handled very differently. "We had people in every nook and corner, but now there are fewer ground staff. Besides, not many people are aware that the child helpline caters to various other needs too, from school problems to family issues." The verified calls included 124 pertaining to school-related matters and 24 about lack of access to education.
Singh also pointed out, "The data on some of the problems faced by kids is low because the children are not being reached properly at all and our systems are failing." Experts list several barriers that prevent children and families from accessing the helpline. These include a lack of awareness about the existence and accessibility of such services, with many children, parents and even educators unaware of how to access the help service. Stigma also plays an adverse role, with families sometimes feeling embarrassed to report issues like physical and sexual abuse or mental health struggles.
Children themselves also sometimes fear the consequences of speaking out, especially about abusive or difficult home environments. Accessibility barriers further complicate matters, particularly for children from marginalised or remote communities. "There is a clear lack of awareness among people. In a situation where people are not able to reach officials through the helpline, the officials should reach them," contended Ashok Agarwal, education activist and lawyer. "We go to communities where many children aren't in school. We send the names of such children to the WCD department, which then sends a dedicated team. If we can go and do some groundwork to help and create awareness, why can't govt teams do that?"
Agarwal added, "There's no energy, only pretension to working for children. There's no understanding or sensitisation about their problems. If there was, officials would realise what the problems were. The dropout rate is high at various levels. This has to be addressed because dropout rates and child labour are linked. When a child doesn't go to school, he or she would end up working or getting married. This can only change if someone goes into the field and works there."
However, some activists admitted that things were being addressed at the school level through dedicated programmes and workshops meant to equip students with the tools to navigate challenges and report them when necessary. At Govt Co-Ed Sarvodaya Vidyalaya in Rohini principal Joginder Kumar said, "Many students are unaware of the helpline services available to them. To bridge this gap, our school has implemented the Know Your Rights programme to educate them about this critical resource. Student advisory clubs also brief peers on these matters."
A govt school teacher reiterated this. "It's essential to create a safe and open environment where students feel comfortable discussing their problems," the teacher said. "Workshops on emotional well-being and peer support systems can empower students to seek help confidently. Such a multifaceted approach ensures that students are not only informed but also supported in addressing their concerns."
Although TOI's official emailed queries on the subject remained unanswered by the WCD department, an official did say, "We advertise the child helpline number from time to time in all vernacular media platforms. Our officials are also available 24x7 to cater to helpline calls. Every kind of counselling is provided to the kids in need."