News Title : BTRC part-timers fail to deal with telecom complaints

News Date : 2015-10-14

-Staff Correspondent
The telecom regulator’s taskforce to deal with customer complaints has been performing poorly as its members, who were assigned as part-timers, remain busy with other official works. Bangladesh Telecommunication Regulatory Commission officials said the eight-member taskforce was formed at the end of June and was scheduled to submit a report every month. ‘So far there is only one monthly report submitted by that taskforce. The overall complaint management works has also slowed down,’ a senior BTRC official told New Age on Tuesday. ‘Although the weekly reports were generated, they have only basic information and the monthly report contains elaborated analysis of complaints,’ he said. When asked why the complaint management work has slowed down, the official said, ‘It is because the officers remain busy with the nationwide quality of service drive. The complaint management work was given as additional duty to the taskforce members. The commission should have assigned fulltime officers for the job as it is a huge task,’ he said. The BTRC formed the taskforce in a bid to ensure customer priority at the service level and to get the insight of field-level service quality of the mobile phone companies. The taskforce has to deal with complaints the commission receive from phone, email, postal service and online complaint box hosted on the BTRC web site. The official said the BTRC would also launch a short-code for consumer complaints. BTRC chairman Sunil Kanti Bose on several occasion requested the country’s mobile users to lodge complain with the BTRC if they are not happy with the telecom service of their respective service providers. According to BTRC data, the regulator received 314 complaints in the opening month where Online Complaint Box received 90 complaints and the hotline received another 224.

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