April 13, Colombo (LNW): Public Security Minister Ananda Wijepala has acknowledged a growing number of public complaints associated with slow response times linked to the country’s emergency police hotline (119), raising fresh concerns about the efficiency of rapid response services.
The Minister revealed that he had personally followed up on one such complaint, in which a caller alleged that no action had been taken even hours after reporting an incident via the 119 emergency line. Acting on his advice, the individual subsequently escalated the matter through the 118 National Help Desk, prompting further attention to the delay.
Grievances of this nature are now being reported almost daily, reflecting mounting public frustration, according to Wijepala. He emphasised that the 119 hotline handles a substantial volume of calls—typically between 4,000 and 4,500 each day—which places considerable strain on available resources and personnel.
He also observed that public expectations of law enforcement have evolved, with greater scrutiny being placed on police conduct and responsiveness than in previous years. While conceding that criticism has intensified, the Minister emphasised that many officers continue to perform commendably under challenging conditions.
Efforts are reportedly under way within the Sri Lanka Police to modernise operations and enhance response times. Officials say reforms will focus on improving coordination, upgrading systems, and ensuring that emergency services are better equipped to meet the needs of the public in a timely manner.
