By Santos Zefania
The Gender Justice Unit has hailed the growing use of its Interactive Voice Response (IVR) legal hotline as a major milestone in expanding access to justice across Malawi.
Data shows that between December 2025 and March 2026, the toll-free service received 1,696 calls, with over 500 users successfully accessing legal information and 145 classified as emergency calls.
“We are pleased with the response from the public. The number of calls demonstrates that people are interested in accessing legal information and are beginning to recognize the IVR as a reliable source of guidance,” said GJU Board Chairperson Lynda Ndovie Jere.
Jere said the service specifically targets communities facing barriers in accessing formal legal institutions and is available in multiple languages including English, Chichewa, Chiyawo and Chitumbuka.
She noted that 55.5 percent of callers were men, a trend she described as unexpected given that the service primarily targets women and girls, highlighting the potential of anonymous, language-accessible digital platforms to reach wider populations.
Victim Support Unit representative Enock Likoswe said the hotline complements frontline services by providing confidential guidance to survivors who may fear visiting offices in person.
“Services like the IVR hotline provide confidential guidance that helps people understand their rights and the steps they can take to seek support,” he said.
The IVR hotline provides timely, accurate, and confidential legal information on issues including gender-based violence, child custody, child maintenance, and property rights.
Supported by Trócaire, the Gender Justice Unit works with frontline service providers and stakeholders to promote legal empowerment, address systemic inequalities, and ensure justice is experienced in communities.
