News : BTRC to Hear Unsettled Complaints
Dhaka, Bangladesh, Feb 8, 2016 -- Customers can lodge complaints with the telecom regulator by dialling if they fail to get any remedy from any operator.
Bangladesh Telecommunication Regulatory Commission or BTRC is close to appointing a firm that will run a call centre to allow any telecom subscriber to file complaints. Eight companies have already expressed interest in setting up the call centre.
At present, subscribers can file complaints against any operator on the regulator's website or by sending an e-mail to BTRC.
Officials said the initiative has been taken as the number of complaints on various services has gone up, especially on data services.
On January 25, BTRC asked interested parties to submit their applications to establish a five-seat call centre by February 7.
Officials said Devnet and Windmill Info Tech, Synesis, Impel Service and Solutions, Super Tel, Digicon Technologies, Soft Call, SSL and Cognet Bangladesh have applied for the job.
The total solution package will cost around Tk 1 crore for a three-year service period, said an official of the engineering and operation division of BTRC.
BTRC would take daily, weekly and monthly reports from the call centre about the customer complaints and address those accordingly, said the official.
"This will mainly operate as a secondary call centre. If the customer fails to get a solution from the related operator's call centre, then we will address the matter. The call centre will be open for eight hours every day," he said.
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Every operator has its own complaints management system.
Meanwhile, the BTRC taskforce to tackle customer complaints is performing poorly as its members, who were assigned as part-timers, remain busy with other official work.
BTRC formed an eight-member taskforce in June last year, which was scheduled to submit a report every month.
As all the members of the committee were performing the task as a secondary task, there was not much progress in resolving customers' complaints, said BTRC officials.
The regulator received 314 complaints in the first month: 90 complaints were filed online and its hotline received 224, according to BTRC data.
Posted by Veronica Silva Cusi, news correspondent
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About Bangladesh Telecommunication Regulatory Commission:
Bangladesh Telecommunication Regulatory Commission (BTRC) is an independent Commission established under the Bangladesh Telecommunication Act, 2001 (Act no. 18 of 2001) published by the Parliament in the Bangladesh Gazette, extraordinary issue of April 16, 2001. BTRC started functioning from January 31, 2002.
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