BTRC reforms taskforce to listen customer complains

In a bid to regain customer confidence, Bangladesh Telecommunication Regulatory Commission (BTRC) has recently reformed the compliance management taskforce to listen to customer complains properly.

Under the new structure, different members of the ten-member taskforce are assigned with the duty of listening to different operators and taking actions accordingly.

According to the BTRC sources, one designated official will listen to complaints made against mobile operator Grameenphone and Citycel, one for Robi and Teletalk and one for Banglalink and Airtel.

The other members of the taskforce have other duties including the listening of customer complains on cyber security, mobile financial services, closed mobile connections and wireless services.

The only short-code for placing complains with the telecom regulator is 2872. The BTRC said that they have increased their capacity as the number of customer complains against the mobile operators have increased in the last few years.

BTRC Chairman Shahjahan Mahmud said that the taskforce is armed with more power to dispose of the customers complain in quickest time.

If the taskforce wants, it can conduct sudden inspection to the establishments of the mobile operators to conduct investigation upon receiving customer complains, said the BTRC boss.

He informed that the telecom regulator has already sent mobile operators about the new arrangements and has asked them to take appropriate measures in facilitating the services.

As per the decision of the commission, the taskforce have to receive the customer complains from the designated call centers within the second day of the month. The taskforce after receiving the complaints have to submit a report to the commission by the second week of the month.

BTRC will take necessary action against the mobile operators as per the Telecom Act upon receiving the report.

BTRC sources said that the BTRC Director of Systems and Services Division will act as the convener for the taskforce. It will be coordinated by a Deputy Director of the same Division.

Nahidul Hasan, Senior Assistant Director of Engineering and Operations Division will hear the complains on wire and wireless services, Golam Sarwar, Senior Assistant Director of Legal and Licensing Division will hear the complains about Grameenphone and Citycell, Kazi Ahsanul Habib Mithun, Senior Assistant Director of Engineering and Operations Division will coordinate with the call centers, Md Asif Wahid, Senior Assistant Director of Legal and Licensing Division will hear the complains about Robi and Airtel, Mahfuzul Alam, Assistant Director of Systems and Services Division will hear the complains about Banglalink and Airtel, Ishtiaq Arif, Assistant Director of Systems and Services Division will hear complains about cyber security, Mohammad Zakaria Bhuyiah, Assistant Director of Systems and Services Division will hear complains about closed connection and Farauq Ahmed, Assistant Director of Systems and Services will hear complains about mobile financial services.

Faisal Mahmud

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