BTRC receives 14,037 complaints against mobile operators


Bangladesh Telecommunication Regulatory Commission has received 14,037 complaints regarding mobile operators' services in 2019, according to a report.

Of the total complaints, the telecom regulator resolved 5,222 complaints and rest of the complaints were either in progress or not solved, sources at the BTRC said.

The BTRC received 5,646 complaints against Robi and resolved 45 per cent of those last year.

Robi is the second largest player with 4.87 crore active connections as of November, 2019.

Shahed Alam, chief corporate and regulatory officer at Robi, said they have always taken pleasure in addressing complaints of their 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," Alam told The Daily Star this evening.

"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 few in number, we look forward to addressing them with utmost pleasure," he added.

Of the previous report, BTRC also mentioned Robi as the top player in terms of complaints number with 3,427 from May 2018 to April 2019.

BTRC also has received 3,630 complaints about the market leader carrier about their service quality that has 7.61 crore active connective as of November.

However, of the total complaints they have solved only 986 complaints which is 27.16 per cent of their total complaints.

Last time total complaints about the top player of the market was 2,413.

BTRC has received 1,488 complaints about the third carrier Banglalink and they have solved about half of that numbers, reads the regulator's report.

Last time, complaints about Banglalink was 1,157 from May 2018 to April 2019, according to BTRC.

They have found 1,363 complaints about state owned mobile operator and 59 complaints about the state run landphone operator.

Teletalk has solved 138 of them while BTCL has not responded to any complaints about them.

Once the dominating player, BTCL is currently in survival questions only it has only about five lakh active connections.

The regulator also has received 1,681 complaints in other segments and here the resolved number is the highest, 46.46 per cent.

Previously, the regulator was only receiving complaints about the mobile operators, later have expanded the wings and now receiving complaints about the state owned landphone company and internet service providers as well.

Officials of the telecom regulator said customers mostly complained about SIM bar, network issue, quality of service, tariff issues and mobile number portability, among others.