Helpline (410)

The Awaaz toll-free helpline (410) is Afghanistan’s nationwide platform for connecting communities with humanitarian information, aid, and services. It operates 7 days a week, from 07:00 AM to 07:00 PM, and provides support even during holidays. The helpline is confidential, inclusive, and accessible. It is staffed by both male and female operators who speak Dari, Pashto, Urdu, Arabic, and English, ensuring vulnerable and marginalized groups can receive guidance. Operators are trained to handle approximately 750 calls per day, providing timely and effective support. When a caller dials 410, the call is directed to a team of professional operators. Any available operator responds immediately, using standardized information and messages displayed on their screens to provide accurate and consistent guidance. Awaaz achieves a first-call resolution rate of over 91%, meaning most inquiries are resolved during the initial call. Callers can:

• Access reliable and up-to-date information about services provided by humanitarian and development partners
• Ask questions and clarify doubts about assistance programs
• Share feedback, complaints, or concerns regarding services in their community
• Receive referrals to specialized services, including those related to Health, Nutrition, Education, WASH, Protection, Food Security & Agriculture, and Shelter & NFI clusters.

Awaaz also provides follow-up calls to inform callers of updates and responses from partners, ensuring transparency and accountability. The toll-free number 410 is accessible through Roshan, Afghan Wireless Communication Company (AWCC), Etisalat, ATOMA, and Salam networks, covering all 419 districts and provincial centers across Afghanistan.