BTRC to hear users’ complaints

Bangladesh Telecommunication Regulatory Commission (BTRC) is going to organise a second public hearing on June 13 to directly hear from citizens their experiences on service quality of the telecom industry.

The telecom regulator decided on it in a recent meeting against the backdrop of a massive increase in complaints.

Senior officials of the telecom regulator, including its chairman and the commissioners, will be present while the BTRC would also invite top officials of different operators to respond to queries of customers.

The BTRC will also get to know of perceptions about itself, said Md Zakir Hossain Khan, senior assistant director of the regulatory body.

BTRC had hosted its first ever public hearing on service quality on November 22, 2016.

This time it has decided to host the feedback session inviting around a few hundred customers through a registration process at the Institution of Engineers, Bangladesh at Ramna in Dhaka, said Khan.

The ongoing registration process will continue at www.btrc.gov.bd/regestration-form till June 3.

The BTRC officials said the hearing would help improve quality of mobile telecom operators' services which has been a major issue for long -- apparent through frequent complaints on complexities and loopholes of different internet packages and call rate offers.

The telecom regulator received 7,908 complaints from May 2018 to April 2019 centring the service quality of the four mobile operators. The regulator said to have already addressed 7,390 of those.

Customers mostly complained about SIM barring, network and tariff issues and mobile number portability.