The phone rings at all hours. On the other end is often a woman in distress, seeking refuge from domestic violence and legal assistance, or simply reaching someone who will listen.

The call is answered by one of the nine operators at the National Women Commission (NWC), where the 24-hour, toll-free helpline “Khabar Garau 1145” has been a critical support for survivors of gender-based violence since its launch in December 2017.

“Since its inception, the helpline has supported and helped many survivors,” said Laxmi Sharma, under-secretary at the National Women Commission, who oversees the service. What makes this helpline stand out, Sharma says, is its integrated approach with legal aid, shelter, and mental health support.

Yet, despite its ambitious goals, the helpline is struggling to meet demand, hindered by staffing shortages, lack of resources, and limited reach beyond Kathmandu. The calls keep coming, but the commission’s ability to respond effectively remains constrained.

Survivors of gender-based violence in Nepal often face an uphill battle navigating the country’s complex support system. The commission’s helpline was designed to change that.

“Our goal with the helpline was to function like Nepal’s police emergency number 100, but specifically for women. A one-stop centre where survivors could receive all kinds of help and not knock on multiple doors,” said human rights activist Mohna Ansari.

“Rigorous research and study are needed now to determine whether we are fulfilling that original mission,” Ansari adds.

According to data from the commission, in the current fiscal year, the NWC has already received 1,720 calls through the helpline. Of these, 571 were for information and to register new complaints, 1,136 were follow-up calls, and 13 were referred to other agencies.

In the previous fiscal year, 4,099 calls were received. Of them, 1,222 were new complaints and requests for information, while 2,877 were follow-up calls. “As a direct result of these interventions, 4,099 women suffering from violence—both physical and emotional—received help,” says Sharma.

Operators undergo training before taking calls. “We are trained to understand gender-based violence, practise active listening, and empathy, and assess a caller’s mental health,” said Ashmita Shrestha, one of the helpline operators. The goal, she added, is to ensure that every caller feels heard and supported.

As per Shrestha, staying updated on legal frameworks is essential—not just as a responsibility, but as a safeguard against overpromising in moments of deep empathy. Survivors come to them at their most vulnerable, placing complete trust in their guidance.

“In such moments, it’s easy to be swept away by emotion, but we must remain grounded, offering only what is truly within the commission’s reach”, says Shrestha.

The idea for the helpline emerged from a 2013 hackathon organised by the World Bank, the International Finance Corporation, and local organisations such as Young Innovations and the Computer Association of Nepal.

Initially piloted in Kathmandu, Lalitpur, Bhaktapur, and Nuwakot, the helpline quickly expanded nationwide within a month as calls poured in from across the country.

But despite its reach, its impact is limited by a lack of resources and local support structures.

Because the helpline operates from Kathmandu, providing timely assistance to survivors in remote districts remains a challenge. “We often receive cases from places like Siraha or Saptari,” Sharma says. “But since we are in Kathmandu, we cannot offer immediate support or shelter. We have to rely on local police and hospitals, which sometimes deters survivors from seeking help.”

Many survivors fear reporting their abuse to local authorities, as they often know the officers or members of the judicial committee. They are afraid their family or abuser will find out.

If there were helpline branches at the district level, or at least a connection to municipal judicial committees, cases could be resolved locally while more serious ones could be referred to the national level, Sharma said.

Currently, the commission has only nine helpline workers, operating in two shifts—day and night. “We are overwhelmed,” Sharma admits. “We need more staff, increased funding, and programmes to support the mental well-being of our operators.”

Beyond staffing concerns, the commission faces challenges in securing reliable shelter options for survivors.

Nepal has only one government-run shelter home, and it is struggling to function. “We used to collaborate with NGOs for shelter, but those partnerships have dwindled,” Sharma said. “We need a permanent, government-funded shelter so we are not constantly relying on NGOs.”

Security is another pressing issue. The commission lacks its own security force, which can be a major obstacle when rescuing survivors or mediating disputes between victims and perpetrators.

“Sometimes, when we hold meetings with both parties, tensions rise, and conflicts occur. We need security personnel to ensure safety,” Sharma said.

Another missing piece is psychological support. While helpline workers receive basic psychosocial training, the commission does not have a dedicated psychological counseling room or full-time mental health professionals.

“We used to work with TPO Nepal for psychological support, but that partnership is no longer active,” Shrestha said. “A separate counseling space and trained professionals are urgently needed.”

The helpline lacks a structured programme for worker support and professional development. “We need regular training, counseling, and mental-strengthening programmes,” Shrestha adds. “The workload is high, and without these, burnout is inevitable.”

In its early years, the commission collaborated with organisations like the Legal Aid and Consultancy Center (LAAC), the Nepal Bar Association, TPO Nepal, and Saathi for legal aid, psychological support, and shelter services. But today, many of these partnerships have faded, leaving the helpline in a precarious position.

Despite these obstacles, the demand for the helpline’s services continues to grow, evidenced by several calls they receive.

“We are doing our best with what we have,” Sharma said. “But for real change, the government must step in. We need funding, more trained personnel, secure shelters, and a stronger support system. The survivors of Nepal deserve better.”

As calls for help continue to flood in, the helpline remains a crucial resource. But without greater investment, it risks falling short of its promise—of safety, justice, and dignity for Nepal’s women.