ALO 181 Environment and Urbanization Counseling Line

ALO 181 Environment and Urbanization Counseling Line is a call center established by the Ministry of Environment, Urbanization and Climate Change of the Republic of Türkiye. The primary purpose of the line is to facilitate direct communication between citizens and the Ministry, to receive information requests in the fields of environment, urban planning, and land registry-cadastre, to ensure that reports and complaints reach their source, and to provide solution-oriented services.

ALO 181 operates in all 81 provinces of Türkiye, on a 24/7 basis guaranteeing that applications are concluded within a maximum of 15 days. Citizens’ personal information in complaints and reports is kept confidential, and outcome information is shared exclusively by system operators.

ALO 181 (Anadolu Ajansı)

History

ALO 181 was established to address citizens’ issues in the Ministry’s fields of work with a solution-oriented approach and to improve service quality. The call center became operational on January 1, 2013, with 78 personnel. It was structured to receive information requests on environmental and urbanization matters, to record reports and complaints, and to forward them to the relevant units. Ensuring that applications are concluded within 15 days and providing feedback to citizens are core operational principles of the line, while citizen identity in complaints and reports is kept confidential and assessed without disclosure.

Mission and Vision

The mission of ALO 181 is to enable citizens to communicate directly with the Ministry without visiting the Provincial Directorates of Environment and Urbanization or Land Registry and Cadastre Directorates and to mediate problem-solving. Its vision is to provide citizens with friendly and reliable service, respond to requests for information, complaints, reports, and appointments, and contribute to the formation of an environmentally conscious and informed society. The line aims to be a model call center among the Republic of Türkiye’s ministerial call centers by operating rapidly and efficiently.

Functions and Responsibilities

The functions of ALO 181 encompass environmental and urban planning issues as well as land registry and cadastre services. Its main areas of responsibility include:

• Environmental Inspection and Information Provision: Citizens can report and submit complaints regarding air, water, soil, radioactive pollution, waste, noise, and marine pollution via ALO 181. Additionally, they can obtain information about environmental impact assessments, spatial planning, natural assets, building inspection, professional services, and zoning.

• Urban Transformation and Risk Area Information: ALO 181 provides information on buildings and areas at risk of disasters nationwide, where 6.5 million buildings are to be inspected. Its responsibilities include providing information on the identification of risky buildings, post-demolition housing opportunities, rental assistance, status of mortgaged units, locations of unauthorized buildings, and credit procedures.

• Land Registry and Cadastre Services: Citizens can obtain information about land registry and cadastre legislation, complete online appointments, and submit complaints. This service allows for centralized and effective tracking of requests and appointments directed at land registry and cadastre units.

ALO 181 (Anadolu Ajansı)

Operational Process

Applications to the ALO 181 call center are first recorded and then forwarded to the relevant units. Complaints and reports from provinces are communicated to the respective provincial directorates, and after necessary inspections are completed, feedback is provided to citizens within 15 days. Throughout this process, the identity of the caller is kept confidential, and only system operators share the outcome information.

Service Quality and Satisfaction

ALO 181 operates in a solution- and service-oriented manner, responding to citizens’ requests and providing feedback. Evaluations indicate that 87.8% of citizens who contacted the line expressed satisfaction with the service received. ALO 181 Environment and Urbanization Counseling Line functions as a comprehensive and continuously operating call center established to meet information needs in the fields of environment and urbanization, record reports and complaints, coordinate with relevant units, and increase environmental awareness across Türkiye.