The 138 helpline, a centralised 24/7 system for all inquiries related to construction, health and safety, has received over 17,000 calls, in six months since its launch, averaging 94 calls per day.

In a joint statement Thursday, Servizz.gov, the Building and Construction Authority (BCA) and the Occupational Health and Safety Authority (OHSA) said that in recent days, the service connecting citizens with the two authorities, marked six months since its launch.

The Head of Operations at Servizz.gov Andre Arciola spoke about the commitment to continuously train the agents who answer the calls, basing their training on people's concerns.

At the same time, the number of agents has increased, improving efficiency. The statement said that statistics show that response times have been reduced to just a few seconds of waiting before a caller is attended to.

Raymond Attard, a client who benefited from the helpline in what he described as a "panic situation," also shared his experience.

He said that construction works were being carried out next to his property when one day, strong winds caused scaffolding to collapse into his yard, damaging a sturdy railing and his air conditioner unit.

"I was aware of helpline 138 from the advertising campaign. The agents guided me very well, and I was provided with free assistance from a professional architect who visited the site and advised me on how to communicate with the contractor. We have already reached a compromise for the necessary repairs," Attard said.

Another caller, Neville Delmar, used the helpline for an OHSA-related matter.

He said that the pharmaceutical company he works for contacted the authority via helpline 138 to obtain more information on updates to legal notices, such as those related to confined spaces.

The service proved to be efficient, requiring just a phone call to get the necessary details, the statement said.

Justice Minister Jonathan Attard said that this service has been crucial in giving a voice to citizens affected by construction, and to workers concerned about workplace safety.

"It is encouraging to see the commitment of the authorities to continuously improve the service based on citizens' experiences. Government has ensured that the initial helpline service is complemented by additional support, including professional assistance from lawyers and architects for those impacted by construction," Attard said.