“The minimum standards set by Victim Support Europe and its members turn 116006 from a number into a lifeline; a service that listens, responds, and empowers.”
Every year, millions of people across Europe fall victim to crime — assault, theft, fraud, online abuse, or gender-based violence. In those first critical hours and days, victims need more than legal information or administrative forms. They need someone to listen, guide, and support them with compassion and respect.
That is the promise of 116006, the EU-designated helpline for victims of crime: free, confidential, and available to all. And yet, in 2025, only a few EU Member States operate this helpline.
The consequence is a Europe divided by circumstance: a victim in one country can immediately reach a trained professional, while a victim just across the border is left alone, unheard, and unsupported. This patchwork of protection undermines the very principles of the Union: equality, dignity, and solidarity.
For national governments and their Permanent Representations, the message is clear: set up the helpline in your country; and do it right.
To make use of the 116006 helplines for the benefit of their citizens is to recognise that this service is not optional. It is a necessary tool for providing information and care to victims, a concrete expression of governments’ commitment to protecting their people and fulfilling obligations under the EU Victims’ Rights Directive and EU Victims’ Rights Strategy.
The European Commission, Parliament and Council all have a role in making this a reality: through enforcement of the Directive, dedicated funding for helplines, and by embedding victim support into broader justice and digital policy frameworks. For Members of the European Parliament, it means pressing governments and the Commission to guarantee equal access. 116006 is not a luxury; it is a basic guarantee of dignity and justice.
Why 116006 Matters
The 116006 helpline offers victims a listening and caring ear when they need it most. Without access to it, tens of thousands of victims feel alone and unheard — unable to take that first step towards recovery and justice.
Through trained professionals, the 116006 helpline provides initial information and care for all victims who request it anonymously and confidentially: in social, legal, and psychological matters, before, during, and after seeking redress.
The provision of such support services is critical to reducing the impact of crime.
The support victims receive can change their lives — helping the most vulnerable and severely affected to recover and move forward. Yet, in many Member States, victims still do not or cannot access the support they need, despite this being a legal obligation under EU law.
The option to speak to someone anonymously by phone, from anywhere, makes a helpline an essential first point of contact for victims. Helplines are a vital part of every effective national victim support framework, ensuring that no one is left without a voice or guidance when they most need it.
Doing It Right: Quality and Standards
Setting up a helpline is only the first step as quality of services for beneficiaries matters the most. Every 116006 service must meet Victim Support Europe’s Minimum Standards, ensuring that all victims receive the same level of high-quality assistance across the EU:
- Services accessible to victims of all types of crime
- Victims treated with courtesy, dignity, and respect
- Measures in place to ensure victims’ safety
- Responses tailored to each individual’s needs
- A diversity of support services offered
- Effective coordination and referrals between services
- Strong governance and accountability
- Professional training for staff
- Continuous improvement through monitoring and evaluation
The minimum standards set by Victim Support Europe and its members turn 116006 from a number into a lifeline; a service that listens, responds, and empowers.
What Success Looks Like
Across Europe, some countries already show what success can look like:
- In France, the 116006 number is operated by France Victimes from its Paris headquarters. Callers can be referred to local branches for follow-up support, ensuring immediate help and continuity of care.
- In Portugal, APAV promotes the helpline through posters, social media, and video campaigns — even integrating 116006 into its logo and all communication materials.
These examples demonstrate that when governments, civil society, and victim support organisations collaborate, helplines become powerful tools of trust, visibility, and recovery.
A Call to Action
For civil society and Victim Support Europe members, the challenge is to work hand in hand with governments to embed these principles — ensuring every call is met with competence, compassion, and concrete help.
For citizens, the message is simple: victims could be any one of us. Whether it’s a robbery while travelling, online fraud, or gender-based violence — no one should be left alone without support. 116006 ensures that help is only a call away, wherever you are in the EU.
This is a moment for governments to act and support all victims! Establishing and properly resourcing 116006 helplines in every Member State is not only a policy duty; it is a moral obligation.
To fail to do so is to fail victims. To act now is to make Europe safer, fairer, and more humane, for everyone.
