The Ministry of Culture, Youth and Sports’ (MCYS) Community Development Department (JAPEM) signed a services agreement for the operation and maintenance of the national call centre for Child Helpline 121 and Welfare Line 141 with Comquest Sdn Bhd yesterday.
Permanent Secretary (Community) at the MCYS Hajah Nor Ashikin binti Haji Johari and Comquest General Manager Guarav Shrotriya signed the agreement witnessed by JAPEM Acting Director Fauziah binti Haji Mohd Salleh and Comquest Operations Manager Hajah Juridah binti Maidin.
According to JAPEM, the agreement is a continuation of memoranda of understanding (MoUs) signed with Telekom Brunei (now known as imagine Sdn Bhd) in 2019, and imagine and Comquest in 2021.
Comquest will be service provider for the operation and maintenance of the national call centre for Child Helpline 121 and Welfare Line 141.
The first collaboration in 2019 not only launched Child Helpline 121 but also provided a proper call centre equipped with comprehensive system. After five years of establishment, the call centre has improved the ministry and department’s service quality to the public, particularly the less fortunate, to share their concerns and complaints related to their welfare and well-being.
As of July, Child Helpline 121 received 1,881 calls of which 90 per cent are inquiries and 10 per cent were complaints regarding children welfare and benefits.
Welfare Line 141 is JAPEM’s platform for public to inquire, complain or apply to National Welfare System. As of July, it received over 82,000 calls of which 95 per cent are inquiries and five per cent were complaints.
Both helplines are toll-free and operate 24 hours and all information received is kept confidential. – James Kon
