New Delhi, June 18, 2026 : Union Home Minister Amit Shah has directed the establishment of a national-level call centre for the Cyber Crime Helpline 1930 to ensure that complaints left unattended at the state level are promptly addressed and every victim receives timely assistance.
Chairing a high-level review meeting on Wednesday, Shah stressed that no citizen seeking help through the National Cyber Crime Helpline 1930 should face delays in receiving support or registering complaints.
According to an official statement, the proposed national call centre will be equipped with adequate manpower and enhanced call-handling capacity to manage calls that remain unanswered by state-level centres.
“This national call centre will handle calls that remain unanswered at the state level and ensure that every victim receives timely assistance and prompt registration of complaints,” the statement said.
The Home Minister directed officials to modernise and strengthen the helpline through the adoption of advanced technologies, including Artificial Intelligence (AI), to improve efficiency, response mechanisms and service delivery.
Shah also instructed that all state-level 1930 call centres be upgraded with improved technological infrastructure and robust Interactive Voice Response (IVR) systems to facilitate efficient call management and seamless escalation of complaints.
The Ministry of Home Affairs (MHA) will provide support for hardware and technology upgrades, while states and Union Territories will be asked to ensure adequate staffing to enable timely disposal of complaints.
Emphasising citizen-centric governance, Shah said the upgraded helpline should facilitate faster complaint registration, intelligent call routing and effective grievance management.
Reviewing measures aimed at providing immediate relief to cyber crime victims, particularly those affected by cyber financial frauds, Shah said the National Cyber Crime Helpline 1930 has emerged as a crucial platform for quick and simple complaint registration.
“The government led by Prime Minister Narendra Modi is committed to building a secure, technology-driven and citizen-centric cyber crime prevention and response mechanism,” he said.
The meeting also assessed the performance of the Citizen Financial Cyber Fraud Reporting and Management System (CFCFRMS), an important initiative designed to tackle cyber-financial fraud by enabling the prompt blocking of fraudulent transactions through the banking network, thereby increasing the chances of recovering victims’ funds.
Shah highlighted that the MHA had issued a Standard Operating Procedure (SOP) in January to ensure speedy resolution of cyber financial fraud cases. The SOP facilitates coordinated action among banks, financial institutions, law-enforcement agencies and other stakeholders to expedite the return of blocked funds to victims.
The government statement noted that the Supreme Court has directed all High Courts to ensure effective implementation of the SOP.
The Home Minister further directed regular monitoring of the Money Restoration Module (MRM) and Grievance Redressal Module (GRM) developed under the CFCFRMS framework. He emphasised that state authorities should closely oversee these mechanisms to ensure swift complaint resolution and timely restoration of funds.
Shah also called for prompt action in cases involving unnecessarily frozen bank accounts and stressed the need to fix accountability wherever such issues arise.
“So far, around one lakh citizens have benefitted from the money restoration and grievance redressal mechanism,” he said.
Officials informed the meeting that nearly 94 lakh bank accounts from which funds can potentially be restored have been uploaded under the money restoration and grievance redressal framework.
Highlighting the growing threat posed by mule bank accounts used by cyber criminals, Shah underlined the need for stronger and more coordinated measures to curb their misuse.
“Through coordinated efforts of the Indian Cyber Crime Coordination Centre (I4C), state governments, law-enforcement agencies, banks and financial institutions, we will further strengthen our cyber-security framework while ensuring prompt and effective assistance to victims of cyber crimes,” he said.
