BTRC to launch hotline to receive complaints
The telecom regulator has taken an initiative to ensure the quality of services, allocating a dedicated number to help users lodge complaints.
The 24-hour number is 01555121121, according to an official of Bangladesh Tele-communication Regulatory Commission.
The number will officially be launched next week after Sunil Kanti Bose, chairman of the BTRC, returns from abroad.
The regulator also formed three committees last week to ensure the quality of services of fixed line internet and the committee members are already visiting different sites.
"We have started our regulatory process to ensure the quality of internet and telecom services for the end users and hope these initiatives will improve the situation," Md Sarwar Alam, secretary of the BTRC, said yesterday.
The committees will give their reports soon and the telecom watchdog will go for further action accordingly, he added.
Mobile phone operators have welcomed the initiatives and said, although they have a modern complaints lodging system, the BTRC initiative will further help the industry.
"We have a 24/7 customer care service to receive and resolve customers' complaints. However, if a new initiative is taken to address customers' issues, we will welcome that," said Mahmud Hossain, chief corporate affairs officer of Grameenphone.
In the last week of March, State Minister for ICT Zunaid Ahmed Palak asked the regulator to set up a special monitoring arrangement to ensure the quality of services.
Palak also asked for a toll-free number or a short code to register complaints.
The number has already been uploaded on the personal Facebook page of a BTRC official, who has received some complaints in the first few hours.
The telecom regulator also collects end user complaints through e-mail (btrc@btrc.gov.org), but it is not so popular.
The BTRC has met internet service providers and other operators to develop the quality of their services.
The regulator is also formulating a fresh consumer protection guideline, which will help subscribers receive quality services.