Data on Call Volume, Assistance Types Requested and Referrals to Social Service Agency Received by MSF Consolidated Hotline (Family Assist) and ComCare Call Hotline

Ms Lee Hui Ying asked the Minister for Social and Family Development in each of the last two years (a) how many calls have been received by the MSF Consolidated Hotline (Family Assist) and ComCare Call hotline, respectively; (b) what have been the main types of assistance or support requested on each hotline; and (c) how many callers have been referred to a social service agency for further assistance.

Mr Masagos Zulkifli B M M: The Ministry of Social and Family Development Consolidated Hotline received about 1,700 calls on Family Assist services in 2024 and 1,200 in 2025. The ComCare Call hotline received about 38,400 calls in 2024 and 26,000 in 2025. The lower call volumes in 2025 reflected greater use of online channels, which allowed users to access information, submit applications and check their application status without calling hotlines.

Family Assist enquiries mainly concerned the Mandatory Co-Parenting Programme, which are delivered by appointed social service agencies.

ComCare Call enquiries mainly concerned application and renewal requirements for financial assistance, and existing applications. Callers who require further assistance are assisted by the Social Service Offices.