The Ministry of Public Security has inaugurated a new complaint management system allowing citizens to report grievances against multiple government institutions through a toll-free hotline and online portal.
The Ministry of Public Security has established the '118 Public Security Service Centre' to provide a centralized mechanism for handling public complaints related to its affiliated institutions. The facility was officially opened at the Ministry premises under the direction of Deputy Minister of Public Security Sunil Watagala.
Citizens can now submit complaints through two channels: a toll-free 118 hotline or an online portal accessible at 118.pubsec.gov.lk. The service covers multiple government bodies including the Department of Immigration and Emigration, the National Dangerous Drugs Control Board, the Office of the Commissioner General of Rehabilitation, and the Civil Security Department.
According to Deputy Minister Watagala, the centre serves a broader function than standard complaint processing. The hotline also accepts information regarding drug trafficking and illegal firearms possession, with confidentiality protections guaranteed for those providing such tip-offs. Additionally, citizens can use the service to escalate matters directly to the attention of senior ministry officials.
The Deputy Minister cautioned that individuals submitting false information through the hotline face legal consequences. The initiative is framed as an effort to improve public accessibility and institutional responsiveness in matters relating to national security and parliamentary affairs.
