Bangladesh Telecommunication Regulatory Commission approved a guideline for the mobile telecom operators to improve their service quality.
A meeting chaired by BTRC chairman Sunil Kanti Bose gave the approval yesterday.
Under the guideline, the operators will have to ensure a call success rate of 75% to maintain the service standard. And for data service, the operators will have to maintain at least 80% speed rate of offer announced.
The guideline says at least three call attempts out of four have to be successful in access to network to maintain service quality.
The quality of service parameters for mobile telecom service has introduced a new benchmark with
13 key performance indicators to assess mobile phone operators’ service quality.
“We have approved the guideline today (Thursday) and within a very short time it will be published in gazette,” BTRC vice chairman Md Giashuddin Ahmed told the Dhaka Tribune.
Officials said although the guideline has been approved, some of the issues still remain unsettled. Before publishing the guideline in gazette, the regulator will settle them.
“Mobile phone operators will provide monthly and quarterly reports to the regulator. They also audit the report,” said a BTRC high official.
Generally, complaints are prevalent against the operators’ voice service in Bangladesh, so regulators concentration based on it.
BTRC want to monitor the quality of river, rail and high ways side, where mainly customers usually suffer.
Parameters have also been included to fix congestion in network.
BTRC also want to monitor operators customer cares, who they deal with the subscribers and what their responds.
There is customer care number 121 which was supposed to be made toll-free, but the operators didn’t.
Instead, they made a separate number 158 toll-free as there was a BTRC directive to introduce charge-free customer care number. But the fact is that the customers are completely unaware of the number.
Mobile operators are concerned about the guideline but declined to make any comment on it officially.