Delhi High Court Dismisses PIL To Remove Automated Voice Prefixed In Emergency Helpline

The Delhi High Court has dismissed a public interest litigation seeking removal of Interactive Voice Response (IVR) and other computer-generated voice prefixed in Emergency Helpline No. 112.

A division bench comprising of Acting Chief Justice Manmohan and Justice Manmeet Pritam Singh Arora that the IVR system in place is best in the current scenario even though it may not be perfect.

“Maybe after the current system has stabilized, the need for IVR may not remain,” the court said.

It added that the data placed on record by the Delhi Police showed an “alarming rate of unintentional or prank calls” received at the Emergency Helpline No. 112.

Accordingly, the bench found merit in Delhi Police's submission that receiving 8.5 lakhs calls as against the intended 18000 genuine calls could lead to a breakdown of the system and lead to neglect of the genuine caller.

“In view of the population of the country and the large number of mobile handset users in the country the figures submitted by the Respondent appear to be correct,” the court said.

The PIL was moved by one Ganga Saran who contended that the IVR in Emergency Helpline No. 112 is unnecessary and the same is discouraging the public to reach helpline directly.

The Delhi Police submitted that the time taken in placing a call at the Emergency Helpline No. 112 through IVR takes 05 seconds if the caller is serious and presses '8'.

“We are of the opinion that the said time taken cannot be said to be unreasonable. Further, if a caller uses a landline or a mobile handset to place a call on Emergency Helpline No. 112, pressing '8' immediately thereafter cannot pose any hindrance to the caller,” the court observed.

It added: “We accordingly, find no grounds for issuing the directions sought in the present petition and accordingly, the present petition along with applications are dismissed.”

Counsel for Petitioner: Ms. Deepti Gupta, Advocate

Counsel for Respondent: Mr. Santosh Kumar Tripathi, Standing Counsel (Civil) with Mr. Rishabh Srivastava and Mr. Kartik Sharma, Advocates

Title: GANGA SARAN v. THE COMISSIONER OF POLICE

Citation: 2024 LiveLaw (Del) 347

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