Bengaluru’s police department is grappling with a unique issue: an overwhelming influx of blank and prank calls to the city’s 112 emergency helpline. This surge in non-emergency calls is diverting attention from real crises. Deputy Commissioner of Police (Command Centre) Kshama Mishra manages the emergency response at the Command Centre, where BVG India Ltd handles the 112 helpline. The agency trains operators and maintains the Emergency Response Support System (ERSS). Data from ERSS reveals that in 2024 alone, Bengaluru’s 112 helpline received a staggering 26.92 lakh calls, with approximately 58% being blank or prank calls.
Senior officers report that the control room fields between 8,000 and 10,000 calls daily, with a significant portion being blank calls. These occur when a caller contacts the emergency number but offers no response. A major contributor to this issue is the inadvertent dialing of 112 due to the government’s emergency calling feature on mobile phones. While blank calls are problematic, the real challenge lies in the crank calls—particularly those that include threats or harassment. Often, these calls target the primarily female operators with vulgar and abusive remarks, including inappropriate comments on their appearance or voice.
Despite these challenges, police officials affirm that such calls do not hinder the helpline’s efficiency. Thanks to continuous training and sufficient staffing, there is no delay in handling genuine emergencies. Bengaluru Police Commissioner B Dayananda confirmed that calls are promptly redirected to available operators without any lag, ensuring swift assistance.
Read also: