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20 November, 2018 09:53:44 AM
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BTRC set to ensure quality of service without delay

Staff Reporter
BTRC set to ensure quality of service without delay

The Bangladesh Telecommunication Regulatory Commission (BTRC) is planning to implement soon the provisions kept in the Access Network Operators Quality of Service Regulation 2018.

The new regulation was gazetted on November 11.

BTRC Chairman Zahrul Haque said the new regulation will help customers get better quality of service.

Haque told The Independent that there will be no ‘dillydallying’ in ensuring good quality of service now. “We have given the operators enough time, but the desired quality of service has not been achieved yet,” he said.

According to Section 3(D) of the new regulation, “The BTRC may, on a random basis or in keeping with complaint(s) regarding the  QoS issue on a specific zone or area, from time to time through inspection, sample test (or any other measurement method), either by its own officers or employees or through an agency appointed by it or joint measurement conducted with service providers, verify and asses the performance of service providers against the QoS benchmark of each parameter for telecom services.”

The gazette states that the BTRC has fixed the time for disposing of customer complaints relating to mobile phone bills within 28 days. Other complaints should be sorted within five working days.

According to the new parameters, for mobile services, the maximum rate for call drops was set at 2 per cent, while the call setup success rate should remain above 97 per cent. Besides, the operators should ensure that their networks are ready to set up a call within seven seconds.

In terms of customer care, 90 percent of the complaints should take an average of 40 seconds to be heard. At the same time, the BTRC has fixed five working days to resolve the complaints.

Operators also need to maintain to a speed of 80 kbps for the 2G internet service downlink and 20 kbps uplink, according to the regulation.

The service providers will have to submit monthly reports on compliance with each of the QoS standard to the commission within 10 days after the end of each month.

Along with the mobile phone operators, the regulations cover broadband access services, fixed telephone services and any other services introduced by the BTRC through administrative order from time to time. Other than that, the BTRC will rank telecom and internet service providers based on different evaluation methods including customer surveys, inspections, audits and test drives.

The gazette said non-compliance with any of the BTRC directives will yield punitive measures for an operator as per Section 64 of the Bangladesh Telecommunication Act 2001. This act also allows the commission to impose up to Tk. 300 crore as fine and five years of imprisonment in the case of non-payment of the fine within timeframe set by the BTRC.

KK

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Editor : M. Shamsur Rahman

Published by the Editor on behalf of Independent Publications Limited at Media Printers, 446/H, Tejgaon I/A, Dhaka-1215.
Editorial, News & Commercial Offices : Beximco Media Complex, 149-150 Tejgaon I/A, Dhaka-1208, Bangladesh. GPO Box No. 934, Dhaka-1000.

Editor : M. Shamsur Rahman
Published by the Editor on behalf of Independent Publications Limited at Media Printers, 446/H, Tejgaon I/A, Dhaka-1215.
Editorial, News & Commercial Offices : Beximco Media Complex, 149-150 Tejgaon I/A, Dhaka-1208, Bangladesh. GPO Box No. 934, Dhaka-1000.

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