Panaji: In a significant step towards strengthening cybercrime response mechanisms, Goa Police has announced that it has become the first law enforcement agency in the country to achieve a 100% response rate to cyber fraud calls. The milestone comes after the launch of a fully cloud-based 1930 Cyber Fraud Call Centre, introduced to streamline complaint handling and enable real-time monitoring.
Superintendent of Police (Cyber Crime) confirmed that the centre has received more than 5,000 calls since its launch, out of which 581 complaints have been converted into formal FIRs. Additionally, the police team returned calls to nearly 1,500 missed callers, ensuring that no complainant was left unattended.
Corporate-Style Quality Monitoring for Every Call
SP highlighted that Goa Police is the first in India to adopt a corporate-grade call centre model within a policing system. Each call received at the 1930 helpline is recorded, audited and reviewed, with an emphasis on professional behaviour, clarity and timely action.
“There is no state in India with a 100% response rate. Goa is the first to establish a system where every call is answered and its quality is monitored,” Gupta said.
The centre, inaugurated last month by Union Home Minister Amit Shah, automatically logs critical details such as the caller’s mobile number, name, timestamp and complaint nature. This automation allows the cybercrime team to act swiftly and avoid delays that often cost victims their money.
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Round-the-Clock Operations with Trained Personnel
The call centre is run by nine trained personnel from the Cyber Crime Police Station who work in shifts to ensure 24×7 availability. Several technological upgrades under the new model have significantly improved the overall handling process:
- Enhanced call clarity for seamless communication
- Automatic voice recording for training and monitoring
- Three-way conference facility to bring senior officers into live calls when required
- Real-time supervision of call handling and complaint entries
According to officials, supervisors regularly assess call recordings. If any staff member displays inappropriate tone or lacks sensitivity towards the complainant, corrective steps are taken immediately. This structured oversight is helping rebuild public confidence in cyber policing.
Faster Reporting Means More Money Saved for Victims
One of the biggest outcomes of the new model has been the speed of reporting, which is critical in cyber fraud cases.
“Early reporting plays a decisive role. The faster a victim reports, the better our chances of freezing the funds before they move through multiple accounts.”Gupta said.
The new call centre framework ensures that callers face no delays or failed connections—two major reasons why victims previously hesitated to report immediately. In several cases, timely reporting through the 1930 helpline has allowed authorities to save significant amounts from being siphoned off completely.
Cyber Fraud Loss in Goa Crosses ₹100 Crore
As per police records, cybercriminals have caused losses exceeding ₹100 crore to Goa residents so far. In the previous financial year alone, reported losses touched approximately ₹101 crore.
However, officials believe the actual figure is substantially higher, as many victims either do not realise that they can seek help or choose not to report due to fear, stigma or lack of awareness.
With the introduction of the 1930 call centre and improved public engagement, the police expect more accurate reporting trends in the coming months.
A New Model for Citizen-Centric Policing
The Goa Police sees the new system as a benchmark in tech-enabled, citizen-friendly policing. The initiative reflects a shift toward modern, responsive and transparent complaint management—an approach that other states are likely to study closely. Gupta noted that the department intends to continue refining its systems and enhancing response mechanisms to stay ahead of evolving cyber threats.
