Complaints against telcos’ service quality pour in

Ahmed Shawki | Published: 02:08, Nov 14,2016 | Updated: 02:24, Nov 14,2016

 
 

A file photo shows a man using his mobile phone in Dhaka. The number of complaints lodged by the users against the country’s mobile phone operators with the telecom regulator has been increasing rapidly for the last few months because of poor quality of service. — New Age photo

The number of complaints lodged by the users against the country’s mobile phone operators with the telecom regulator has been increasing rapidly for the last few months because of poor quality of service.
According to Bangladesh Telecommunication Regulatory Commission data, in May-October period the commission received 2,187 complaints from the subscribers only about the service quality of five mobile operators.
The total number of complaints during the time was 7,561 in 10 other categories where quality of service was the topper.
BTRC officials said that the quality of service or QoS is related to call drops, network coverage and network congestions and response time to subscribers.
The data also showed an increasing trend of cyber crimes, mostly related to Facebook, as in last six months the commission received more than 1,103 complaints of cyber crimes.
BTRC officials said that most of the user complaints were about call drop, poor network coverage and various data packages offered by the mobile phone companies.
They, however, said the number of complaints the users lodge with the mobile companies for their dissatisfaction is much higher than the allegations received by the regulator.
Although the commission several times asked mobile phone companies to compensate for their call drop but the operators neglected the order with a claim that their call drop rate was lower than BTRC benchmark.
The BTRC approved allowable call drop limit is 2-3 per cent.
In July this year, following BTRC pressure the mobile operators agreed to provide call drop compensation within their own network but only Banglalink is providing the facility as a promotional offer.
In a directive in August, the BTRC said that in the promotion of packages the mobile operators have to describe the offer and terms and condition with equal importance.
BTRC data showed, in July-September 2015 quarter the total number of user complaints, comprising various issues including QoS, was 416 which skyrocketed to 2,845 in April-June 2016.
The BTRC received a total of 4,503 complaints from July 2015 to June 2016 and resolved 4,295 of those, said commission officials.
The commission also scheduled to hold a public hearing on November 22 in a bid to get the subscribers’ perspective and complaints on various service quality benchmarks of mobile phone companies.
The last date for registration is November 17 and the users can register via BTRC hotline 2872 or via BTRC website.
‘The mobile operators always claim that they are following BTRC benchmark but the customers’ complaints are increasing every day. So, for a better understanding of the total scenario we are holding this public hearing,’ BTRC secretary Sarwar Alam told New Age when asked about the issue.
According to a report presented at 17th South Asian Telecommunication Regulators’ Council last month, 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. 

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