As the bird flu scare rages on, the Agricultural Ministry, Health Ministry and Kuala Lumpur City Hall (DBKL) should be commended for setting up hotlines for the benefit of the public.

But are they really effective for the purpose they were put up? Posing as an anxious resident living near the affected area, malaysiakini called up all three hotlines for the latest updates and related information.

Both DBKL's operators fumbled for answers. The first operator had problems even recalling the symptoms of those infected with the bird flu virus.

She was not even aware that the Kuala Lumpur general hospital is the designated hospital for bird flu treatment.

When asked about the severity of the bird flu situation, this reporter was met with "No comment" from a second DBKL operator who identified herself as a vet, taking over from the first operator.

Meanwhile, a Health Ministry's hotline operator was well prepared to answer queries and did so with professionalism.

Repeated calls to the Agricultural Ministry's hotline was met by an answering machine.

Below are the transcripts of two conversations mentioned.

1) Conversation with operation room of Kuala Lumpur City Hall health department:

Malaysiakini: Hi! I stay in Setapak and work in Bangsar, I would like to know whether these two places are considered dangerous areas?

DBKL operator: Which part of Setapak?

Right next to Tunku Abdul Rahman College (TAR College).

I have the map with me now, there are Rumah Panjang, Setapak Jaya, Taman Sri Rampai, and nothing more.

So? What do you mean?

The infected area is within a certain radius, are you near to Setapak Jaya?

No, I'm just beside TAR College.

I don't know, because my map does not have TAR College, there are only Perumahan Sementara Air Lanjut, Rumah Panjang Setapak Jaya, they are far from you, right?

Yes.

Then no need to be afraid, the area only within 1km radius.

I'm worried because my neighbour rears chickens.

But it is far (from the affected area), no need to worry.

So I don't need to make a report?

If you notice the animals are ill, not active, or weak, then make report.

If we were affected with bird flu, what are the symptoms?

Hold on... (puts this reporter on hold for about 30 seconds)... Fever, cough, sore throat, difficulty breathing and running nose.

Same as normal fever?

If you have fever or serious fever, then visit a doctor.

Where do I go? Hospital or clinic?

Health clinic or any nearby hospital. Tell them your case and they will examine you.

Is there any special hospital to deal with the case?

You just visit any hospital.

How is the situation now? Is it serious?

Where are you from?

I'm from... (gets cut off)

Hold on...

(Phone was passed to another person who identified herself as a vet).

Hello doctor, I'm staying in Setapak and I worry about the situation, how is the situation now?

No comment.

No comments?

No comment, no statement, no answer. If you want to know about the disease, I can tell. If you want to know about the situation, you must wait for the press statement. If you have the symptom, you should go to Kuala Lumpur Hospital, there is a centre there.

How big is the surveillance area?

The radius is 10km.

Which means Bangsar is also included?

Bangsar? I'm not sure. What are you worried about?

I'm working in Bangsar and my children are in Setapak...

Only those who have contact with birds are dangerous. If you have no contact and you do not rear birds, then it's safe.

2) Conversation with the operation room of Health Ministry:

Malaysiakini: I stay in Taman Melati and rear birds, what should I do?

(The operator takes down the caller's name, contact number, number of birds reared and their species.)

Health Ministry operator: The affected area is in Gombak, how far is your place from there?

I'm not sure. I just moved to Kuala Lumpur.

Ok, we only have isolated cases in Gombak. You don't allow them to fly and contact with other birds, right?

Yes, I keep them in a cage.

Then we believe you don't have any chance to have infection because the birds will only get infected if they have direct contact with a sick bird, and for humans it is the same. But also avoid contact with the faeces of birds. As long as there is no contact like this, there shouldn't be any problem.

What are the symptoms in infected birds?

I talk about the human first. They will have high fever, cough, sore throat, difficulty in breathing, and plus they had come into contact with dead birds and chickens over the last seven days. We advise you to seek doctor's advice if you have any such symptoms.

Should I go for government hospital or just normal clinic?

Better go to government hospital. The Kuala Lumpur Hospital is specially designated for this purpose. When you tell them you have contact with birds, you will be given special attention. After you are examined, they will decide whether you need to be warded or not.

And what are the symptoms on the birds?

They will be having flu also. They will have coughs, like sniffing. You can see the bird is not well and with flu.

How is the situation now?

We are given assurance by the veterinary services department that everything is under control. They have killed whatever birds and chicken in the area within the radius.

Is my place inside the area?

Your place is outside the area because it is more than 300 meters. Anyway you should watch out for the symptoms. If your birds have the symptoms, then you better make report. I hope nothing will happen.

So how should I take care of my birds?

If you find out some symptoms, then is better that you don't have contact with them and call the veterinary services department.

Is it safe to consume chicken now?

Yes, as long as it is well cooked.

What about other chicken products such as eggs?

The eggs are also exposed to the faeces. But if it is properly washed and cooked, it shouldn't be a problem. If you need further information, you can browse our website .

List of bird flu information hotlines:

  • Kuala Lumpur City Council (DBKL) Health Department - 03-4025 5504

  • Health Ministry operation room - 03-88886212

  • Agricultural Ministry - 03-8870 2105