THE Ministry of Multi-Ethnic Affairs and Sugar Industry will soon launch a toll-free helpline for sugarcane farmers, aimed at addressing their concerns efficiently and in a timely manner.
Permanent secretary Dr Vinesh Kumar confirmed the initiative would go live in two weeks and is part of broader efforts to improve service delivery across the sugar industry.
“I always say, and this should be our motto across the industry, ‘every stalk counts’, which means every farmer counts,” said Dr Kumar, emphasising the importance of treating each farmer’s issue with equal seriousness.
Dr Kumar acknowledged that an ongoing challenge within the industry is the lack of coordinated teamwork among various institutions.
“The way we currently operate in the sugar industry is fragmented; we are not functioning as a unified team,” he said.
Dr Kumar highlighted how farmers often face unnecessary obstacles when seeking help from institutions, sometimes being passed from one agency to another.
“For example, if a farmer has an issue related to the growers’ fund and goes to the Ministry of Sugar, they may be made to run around. That’s unacceptable,” he said.
Under the new system, the ministry will act as a central point of contact.
When a farmer calls the toll-free line, the ministry will log the issue and assign it to the appropriate institution, with clear timelines for resolution.
“The goal is to ensure every institution works collaboratively. This doesn’t mean interfering in each other’s responsibilities, but operating in a coordinated way,” Dr Kumar explained.
He noted that while not all issues could be resolved overnight, the objective would be to ensure farmers receive responses within a defined timeframe, ideally within 24 hours.
“Some problems may require long-term solutions, while others may simply fall outside the institution’s scope.
“Regardless, farmers deserve clear, honest answers.”
Dr Kumar reaffirmed the ministry’s commitment to ensure farmers are heard, respected, and served more effectively.
