Move To Wind Up Elderline’s State-Level Operations In Kerala Triggers Concern For Senior Citizens

The number 14567 is a lifeline for many elderly people in India seeking information, safety, justice, and a listener in their loneliness. However, this number, known as Elderline, is facing uncertainty of operations in Kerala. The Centre has now directed all states to dissolve their state-level offices by March 31, 2026. The future operation of this helpline number will now be handled at the centralised zonal offices. 

In Kerala, this deadline has come at a delicate time when the assembly elections are due in the coming months, and concerns have been raised that stopping the state-level operation of Elderline in favour of the zonal offices might leave the vulnerable elderly without a voice. 

According to a report by the Times of India, dismantling of the existing network has raised concerns among social justice and welfare advocates. The Elderline number in Kerala, since mid of 2025, has picked up traction again. It has become a part of the social fabric in Kerala, the state which had the largest share of elderly population, at 16.50 per cent in 2021, and which is projected to exceed 20 per cent by 2036. 

The number also serves as an official contact number for the rapid response team (RRT) in Kerala. It also serves as a tracking system for cases registered under the Maintenance and Welfare of Parents and Senior Citizens Act, 2007. In addition to this, Kerala’s Sallapam project, which provides senior citizens with emotional support and a sense of community, also uses the Elderline to facilitate these services. A shift in operations to a zonal office outside the state may negatively affect the Elderline support. 

The Kerala Elderline is performing effectively, evident from the fact that during this year, up to February 15, 2026, the state Elderline had handled 81,189 calls, which means around 258 calls every day. Since its inception in 2021, the helpline has managed an average of 3,831 calls and a total of 181,951 calls. While the helpline’s performance is picking up, the shifting to the zonal office model has concerned experts that the move could degrade the quality of care and, more importantly, the follow-up calls. 

One of the major concerns is the linguistic and digital literacy gap among seniors. They find it difficult to navigate through options on the automated menu to access basic service or connect with a helpline person. As they seek state-specific information, such as local pension updates, state welfare schemes, or in-person assistance at a district office, a centralised zonal hub may not be able to provide the information in the local context or may be ill-equipped for it, say experts.