GrameenPhone: Who protects consumers' rights?

As a subscriber of a pre-paid Grameen cell phone, I cannot categorise myself as a 'happy' customer. Firstly, I still have to pay Tk 7 for every call and I don't know how 'soon' would pre-paid customers get lowered call charges. And I'd rather not mention the pleasure I derive while I'm waiting for the line to get connected.

Unfortunately, I can't switch to another service provider because a GP set with connection is cheaper, and GP's network throughout the nation is the widest. Nonetheless, I purchased the telephone keeping in mind all the negatives that can happen, but what has shocked me is the utter ignorance of the customer service department.

Recently, I have been bothered by another GP user who derives some sort of sadistic pleasure by giving 'miss-calls' at the oddest of hours. Initially I ignored it, hoping Robert Bruce would concede, but he didn't. Being out of patient at one stage, I called up '122' for 'customer service' where an officer rendered a very cynical reply to my query.

In response to my inquiry as to whether the disturbing caller could be blocked from calling me or not, he stated: "Is this possible? You tell me, how can I block another number relying on your complaint? You should take 'legal' action, report at the thane and make a 'GD entry'". It sounded like my plea for help was completely absurd, when many of my friends had assured me that the customer service department would solve the problem.

As a BBA student, I am learning that consumers nowadays form the heart of most organisations, and that customer care is crucial for the survival of any commercial enterprise. Unfortunately, the theory is totally mismatched with reality: we customers are hostages in the hands of big organisations.

Perhaps I am learning the right theory for a wrong country. In this land, customers are helpless. Where is the consumers' rights protection group?