Mobile users file 13,000 complaints against operators in 2019

Highest number of complaints lodged against Robi followed by GP

Staff Correspondent | Published: 23:10, Jan 13,2020


Mobile users filed more than 13,000 complaints against four operators with Robi leading the chart in 2019, according to a Bangladesh Telecommunication Regulatory Commission report.

Subscribers filed 6,015 complaints against Robi, the second largest operator in the country, in 2019 followed by 3,907 complaints against leading operator Grameenphone, showed the data released by the BTRC on Monday.

Although the report did not mention the details of the complaints, BTRC officials said that users’ complaints were mostly related to call drops, poor data speed and bill shocks.

Robi chief corporate and regulatory officer Shahed Alam told New Age, ‘We always take pleasure in addressing complaints of our customers. Each complaint gives us an opportunity to forge a deeper relationship with our customers.’

‘It is this unwavering commitment to ensure service quality that has convinced nearly five crore customers to be with Robi network,’ he said, adding, ‘In this context, we need to keep in mind that the reported number of complaints is only 0.008 per cent of our customer base. Although a few in number, we look forward to addressing them with utmost pleasure.’

Apart from the complaints against the telecom operators, the telecom regulator also received more than 2,300 complaints regarding telecom service against internet service providers and Bangladesh Telecommunication Company Limited.

Apart from GP and Robi, the number of complaints against Banglalink and Teletalk was 1,606 and 1,527 respectively.

If the 2,300 complaints were added, the number of complaints received by the telecom regulator would stand at 15,323 in the year 2019.

As per the BTRC data, subscribers of Grameenphone, Robi, Banglalink and Teletalk submitted a total of 7,908 complaints against the operators between April 1, 2018 and March 30, 2019.

In 2017, the number of customer complaints against the mobile phone operators was 3,522.

BTRC officials said that the number of customer complaints against the mobile phone operators increased sharply in 2019 due mainly to the launch of round-the-clock complaint management system in the first half of last year.

They said that the commission had successfully disposed of the majority of the complaints. A number of them are yet to be settled, they said.

The deterioration in telecom service quality has irked the telecom subscribers as well as the policymakers including BTRC chairman Md Jahurul Hauqe.

Jahurul at a recent programme in Dhaka said the service quality of mobile operators deteriorated as the mobile companies were serving huge number of subscribers with lower volume of spectrum.

In reply to a question whether the mobile phone operators’ claim that high spectrum price in the country was the reason for their less spectrum acquisition, Jahurul said that the commission did not have any authority to reduce spectrum price without the finance ministry’s approval and the BTRC would propose the finance ministry reduce the price once it received proposal from the telecom operators.

Speaking about the no-objection-certificate issuance suspension that is hampering service quality improvement, the BTRC chairman said that the commission was complying with a court order.

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