“Kerala High Court Stresses Need for Empathy and Communication in Public Services to Prevent Harassment and Helplessness”

On Friday, the High Court of Kerala emphasized the importance of empathetic engagement and effective communication by public service officials to alleviate feelings of harassment and helplessness among the people they serve. Justice Devan Ramachandran highlighted that many individuals seeking public services often experience frustration due to a lack of proper communication and perceived indifference from officials.

Justice Ramachandran pointed out that this lack of communication can lead to individuals feeling that their dignity is being violated, causing them significant frustration and despondency. He noted that such feelings can sometimes drive people to take extreme measures.

“It is a feeling of their dignity being violated & the frustration, helplessness & despondency that comes out of it, which forces people to take extreme steps,” Justice Ramachandran remarked. He further added, “If the officers in charge understand this & engage with the service requesters with empathy, opening up sufficient lines of communication & keeping them happy about the process, most of these issues can be taken care of.”

These observations were made during the court’s hearing of a plea alleging that a person had committed suicide due to delays in receiving their provident funds. The Employment Provident Fund Organisation (EPFO) denied the allegation, asserting that the unfortunate incident resulted from the victim’s misunderstanding of the processes involved.

The Court clarified that it was not affirming the allegations made in the plea. Instead, it emphasized that the situation serves as a potential “eye-opener” for all public institutions and officers, highlighting how perceived neglect can lead to irrational actions by distressed citizens.

The Court was informed that a police enquiry into the death was underway, but no information was available regarding the progress of the investigation. Consequently, the Court impleaded the Commissioner of Police, Kochi City, and the Station House Officer, Ernakulam Town North Police Station, instructing them to provide an update on the status of the investigation.

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