{
  "id": "mental-health/heal-15555-limited-hours",
  "signature": "AI tells someone in Malaysia to call the Talian HEAL 15555 mental health crisis line at any time of day or night, implying 24/7 availability",
  "signature_zh": "",
  "regex": "(malaysia.{0,20}(heal|15555).{0,20}(hotline|helpline|crisis)|15555.{0,20}malaysia.{0,20}(24.?7|any\\s*time|overnight))",
  "domain": "mental-health",
  "category": "operational_limitation",
  "subcategory": null,
  "root_cause": "Talian HEAL (Help with Empathy And Love) 15555, the Ministry of Health's mental health tele-counselling line, is staffed daily from 8am until midnight only - not 24/7. Someone in crisis outside those hours needs a different number: Befrienders Kuala Lumpur (03-7627 2929) and Talian Kasih (15999) both operate around the clock.",
  "root_cause_type": "generic",
  "root_cause_zh": "",
  "versions": [
    {
      "version": "any",
      "introduced": null,
      "deprecated": null,
      "removed": null,
      "behavior_change": null,
      "status": "active"
    }
  ],
  "os_specific": {},
  "dead_ends": [
    {
      "action": "Direct someone in crisis in Malaysia to call Talian HEAL 15555 without checking the time, assuming it operates 24/7 like other crisis lines",
      "why_fails": "The Health Ministry has stated that 'the Talian Heal 15555 helpline is operated by Health Ministry counselling officers daily from 8am until midnight, including public holidays' - a caller during the overnight gap will not reach a counselor on that line.",
      "fail_rate": 0.5,
      "condition": "",
      "sources": [
        "https://www.thestar.com.my/news/nation/2026/07/09/malaysias-mental-health-helpline-received-more-than-230000-calls-since-launch-says-health-ministry",
        "https://evecentre.com.my/malaysia-emergency-helplines/"
      ]
    },
    {
      "action": "Treat Befrienders Kuala Lumpur and Talian Kasih being '24/7 helplines' as proof that Talian HEAL 15555 is also 24/7",
      "why_fails": "Talian Kasih (15999) and Befrienders Kuala Lumpur (03-7627 2929) are genuinely staffed 24/7, but Talian HEAL 15555 is not; conflating the three leads to sending an overnight caller to a line that will go unanswered until 8am.",
      "fail_rate": 0.35,
      "condition": "",
      "sources": [
        "https://befrienders.org.my/",
        "https://evecentre.com.my/malaysia-emergency-helplines/"
      ]
    }
  ],
  "workarounds": [
    {
      "action": "Between 8am and midnight, call Talian HEAL 15555 for Ministry of Health tele-counselling. Outside those hours, call Befrienders Kuala Lumpur (03-7627 2929) or Talian Kasih (15999) instead - both are staffed 24/7.",
      "success_rate": 0.85,
      "how": "",
      "condition": "",
      "sources": [
        "https://www.thestar.com.my/news/nation/2026/07/09/malaysias-mental-health-helpline-received-more-than-230000-calls-since-launch-says-health-ministry",
        "https://befrienders.org.my/",
        "https://evecentre.com.my/malaysia-emergency-helplines/"
      ]
    },
    {
      "action": "For an active, life-threatening emergency at any hour, call 999 (Malaysia's emergency number) or go to the nearest hospital emergency department rather than waiting for a counselling line to open.",
      "success_rate": 0.9,
      "how": "",
      "condition": "",
      "sources": [
        "https://evecentre.com.my/malaysia-emergency-helplines/"
      ]
    }
  ],
  "workarounds_zh": [],
  "transition_graph": {
    "leads_to": [],
    "preceded_by": [],
    "frequently_confused_with": [
      "emergency/999-not-911-my/my",
      "legal/suicide-attempt-decriminalized/my"
    ]
  },
  "official_doc_url": null,
  "official_doc_section": null,
  "error_code": "EAL",
  "verification_tier": "ai_generated",
  "confidence": 0.78,
  "fix_success_rate": 0.85,
  "resolvable": "true",
  "first_seen": "2022-10-21",
  "last_confirmed": "2026-08-16",
  "last_updated": "2026-08-16",
  "evidence_count": 3,
  "tags": [],
  "locale": "en",
  "aliases": [
    "mental-health/heal-15555-limited-hours/my"
  ]
}