Complaints received by 1929, which are from children, parents and other citizens from all over the country, have been much helpful in unearthing a significant number of hitherto unsurfaced incidents of child abuse.

A call made to 1929 is attended to by one of the team members who work in shifts. This ensures that all lines are manned 24 hours a day. Each case is logged transparently, and most cases are forwarded to the Law Enforcement Unit and Special Police Investigation Unit within the NCPA. Hereafter the case is studied and forwarded to the relevant authority; be it legal unit, police unit, investigation unit, psychosocial unit, district child protection and psychosocial officers and divisional child protection officers asthe necessity yearns. This is followed by the instructions issued to the relevant authorities, requesting to initiate investigations with regard to those complaints immediately, and report their progress to the Authority.

In addition to dealing with cases of abuse, this line also co-ordinates the provision of psychosocial assistance to the children who are in need.

Counselors understand that attempting to intervene before a child is ready could mean that the child may never ring back again. Therefore they work patiently and carefully with children, often helping them to identify a person whom they know and trust (such as a friend, or a trusted professional), and who can help them to change their situation. Intervention occurs at several levels as direct emergency assistance to the child, as well as linking them with relevant authorities and services for long-term care and rehabilitation.

Direct assistance includes medicine, shelter, and protection from abuse, repatriation and over the phone counseling and follow-up. Counseling usually involves emotional support and guidance, rebuilding self-esteem, information and referral to services for the caller, information about 1929 and so on.

For more indirect, longer-term assistance, the counselors explore options with the child to resolve his/her longer term problems. Through participatory approaches at every step of the way, 1929 is able to link the child to relevant authorities as long as, and only when the child is ready for future action to be taken.