The telecom regulator has decided to hold a public hearing on November 22 in a bid to get the subscribers’ perspective on various service quality benchmark of mobile phone companies.
Bangladesh Telecommunication Regulatory Commission officials said initially the hearing was scheduled for second week of October but as some commission high-ups were abroad on official duty at that time, the hearing was postponed.
They said the commission move came after the regulator received huge complaints from the subscribers about the complexities and loopholes of different internet service-packs and call rate offers.
‘The main talking point at the public hearing will be quality of internet and voice service along with the customer care experiences of the subscribers of different operators,’ a senior BTRC official told New Age.
He said after finalising the venue, BTRC will publish advertisement to make the subscribers aware about the hearing.
Earlier in February, BTRC held a public hearing about the proposed merger of mobile operators Robi and Airtel.
In January 2014, BTRC issued its first QoS directive following a trend of increasing call drop, poor network coverage and unsatisfactory customer care support.
According to a report presented at 17th South Asian Telecommunication Regulators’ Council, it was showed that the country had achieved half of the targets it had set to ensure the quality of service for mobile phone subscribers in the country.
According to the SATRC report titled ‘Measures to Protect Interest of Consumers of Telecom Service’, the overall consumer protection of the telecom industry was categorised into five broad sections — complaint redressal, quality of service, billing accuracy, unsolicited calls and mobile number portability.
The report, presented by Telecom Regulatory Authority of India adviser Bhavana Sharma, showed that Bangladesh failed to achieve basic parameters like audit of QoS, survey on customer satisfaction and generating point of interconnection congestion report.
The country, however, has secured a satisfactory level in setting QoS standards, network outage and generating performance monitoring report.
The BTRC in August last year launched in 100 spots in the country a QoS survey that included technical analysis and customer satisfaction survey, but is yet to finalise the report.
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