Users raise slew of allegations against mobile, net operators

Telecommunication services recipients raised a slew of allegations against the operators at a public hearing on Wednesday, revealing a sorry state of services and irrational means of charging fees.
Thousands of individuals took part in the hearing and complained about poor quality of services, exorbitant prices of different packages, extra call charges, dropped calls, misappropriation of top-ups, and poor networks in certain areas.
Slow internet connections, exorbitant broadband internet fees, and troubles in Mobile Network Portability (MNP) services were other issues of discontent.
Bangladesh Telecommunication Regulatory Commission (BTRC) organised the public hearing in the city, which was participated by the stakeholders in-person or via online platform Zoom.
BTRC Chairman Md. Mohiuddin Ahmed presided over the event, attended by State Minister for Posts, Telecommuni-cations and Information Technology Zunaid Ahmed Palak as the chief guest.
Over 3,000 individuals registered to participate in the hearing, marking a fourfold increase compared to last year's registrations. The participants included registered ones and others present at the event.
In response to the complaints about unusual increase in mobile package prices, BTRC officials said they would soon review the existing prices offered by the mobile operators.
They said that the BTRC is conducting a survey on mobile phone packages as the prices have increased unusually in the recent months. Around 65,000 people have so far participated in the survey, according to BTRC officials.
Participating at the hearing, one businessman from Dhanmondi expressed frustration over poor mobile network connectivity at his home.
In response, Kazi Mustafizur Rahman, Director General of the Engineering and Operations Department, explained the challenges of network coverage in areas with high-rise buildings and difficult-to-establish new sites due to local objections.
Regarding concerns about radiation from towers, BTRC Chairman Md. Mohiuddin Ahmed reassured that the radiation levels in the country are below international standards and are regularly monitored and published on the BTRC website.
He also highlighted the commission's tower sharing initiative, which allows multiple operators to utilise a single tower to minimise infrastructure.
Participants from various regions, including one from Jhenaidah who joined via Zoom, discussed issues related to SIM ownership changes and the potential for expanding telecommunication services through agent points.
However, BTRC DG Brigadier General Mohammad Khalil-ur-Rahman noted that certain processes like SIM ownership changes and MNP verification require more stringent controls than can be provided at agent points.
In response to a query about unregistered mobile phones, the Commissioner of the Spectrum Division, Sheikh Riaz Ahmed, explained that all operating mobile handsets are being registered automatically and assured that no handset will be disconnected in the near future.
In his opening remarks, BTRC Vice-Chairman Md. Aminul Haque thanked the participants and highlighted the current government's efforts to build a technologically advanced and smart Bangladesh.
He emphasised that the annual public hearings play a crucial role in resolving complaints and enhancing the transparency and accountability of the BTRC.
Minister Palak, in his address, underscored the BTRC's pivotal role in enhancing digital connectivity, making internet services affordable, and driving revenue and employment in the technology sector.
He mentioned that the telecommunication law is being updated to make it modern and future-oriented, which will clearly define the scope and responsibilities of the BTRC, particularly emphasising on the efficient use of allocated 5G waves to improve 4G services.
"We are reformulating the telecommunication law to be modern and future-oriented," he said, adding that the updates will clearly define the scope and responsibilities of the BTRC, blending innovation with regulation to enhance the commission's revenue.
He also mandated regular financial and external IT audits to uphold the quality of customer service and ensure the security of citizen data and networks.
He directed the BTRC to take immediate action against mobile operators if people's topped-up money was deducted illegally.
Minister Palak reiterated the government's dedication to transparency and accountability, underscoring the need for enhancing the BTRC's capability to deliver the services expected by the public.
The minister noted the competitive market in the telecommunications and information technology sector, boasting four mobile network operators, 3,000 ISP licence holders, and about 400 call centers, which primarily benefit the common citizens.
In his vision for future collaboration, Mr. Palak expressed the desire to work on a private-public partnership basis, positioning state-owned Teletalk as a partner to other mobile network operators and utilising BTCL's infrastructure to meet private sector needs.

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