BTRC Clarifies NEIR Concerns, Promises Fixes and Flexibility for Users and Retailers

To curb illegal import and use of mobile handsets, handset theft, crimes committed using illegal devices, and to ensure government revenue, the National Equipment Identity Register (NEIR) system was launched on January 1. However, following the rollout of the system by the regulator Bangladesh Telecommunication Regulatory Commission (BTRC), dissatisfaction has surfaced among mobile handset retail businesses.

Although several rounds of discussions have already been held at the BTRC office with representatives of the Mobile Business Community of Bangladesh, a number of demands were raised from the business side. How far has BTRC taken those demands into consideration? In addition, customers have reported various problems since the system went live—how far have those issues been addressed?

These and other questions were answered by BTRC Spectrum Division Commissioner Mahmud Hossain and Director General Brigadier General Md Aminul Haque.

Question:
After the launch of NEIR, many customers are seeing a large number of active SIMs or multiple phones registered against a single NID, even though they have not used that many devices. Why is this happening?

Answer:
After the launch of NEIR, BTRC noticed several issues circulating on social media and in newspapers, including this one. In fact, the NEIR system stores all historic data of a customer over time, which is why such numbers are appearing. BTRC and mobile operators are jointly working to ensure that customers can view only currently active handsets. Gradually, these issues are expected to decrease.

At present, customers may see many illegal or unstructured IMEI numbers registered under their names. This is mainly due to the use of cloned, copied, used, or refurbished handsets. One of the key objectives of launching NEIR is to prevent such IMEIs from connecting to the network in the future.

Question:
There are complaints that customers face delays in receiving One Time Passwords (OTP) from mobile operators while registering on the citizen portal after NEIR was launched. Why?

Answer:
Due to a large number of registration requests within a short period, some customers are experiencing delays. This is part of the mobile operators’ EIR management process. BTRC has already instructed all relevant mobile operators to take immediate steps to resolve the issue.

Question:
Many customers are concerned about data security and possible data theft. How does BTRC view this concern?

Answer:
BTRC assures everyone that all customer data is fully secured. A customer can only view their own information; no one else has access to it. Moreover, due to a surge in customer queries (calls and requests) following the launch of NEIR, some issues have arisen, but these are expected to be resolved very soon.

Customers are requested to contact their respective mobile operator’s customer care or BTRC’s hotline number “100” for any issues or queries. Problems will be addressed as quickly as possible.

Question:
One of the key demands of those opposing NEIR was to simplify the handset import process and reduce import duties. To what extent has this been considered?

Answer:
BTRC has already stated that the existing process and documentation requirements for importing mobile phones will be relaxed. Vendor enlistment certificates will be issued within a short time. Instead of requiring certificates only from original manufacturers, handset imports will now be allowed based on documents from any authorized dealer.

To protect consumer interests—particularly after-sales service—submission of at least such certification remains necessary.

Over the past year, the Ministry of Posts and Telecommunications and BTRC have repeatedly communicated with the National Board of Revenue (NBR) and other authorities regarding reducing handset import duties. As a result, the government has already significantly reduced import duties on mobile handsets. Previously, duties were around 61 percent; this has now been reduced to approximately 43 percent.

Question:
What will happen to the unsold or stagnant handset stock currently held by retailers?

Answer:
Retailers were informed earlier that unsold or stagnant handsets can be integrated into the network by paying a nominal duty, without submitting documents. Even handsets currently in the import pipeline will be integrated into the network.

So far, seven companies have already submitted lists of IMEIs for their unsold phones. Some companies have not done so—either due to misunderstanding or because they are being discouraged by others.

Question:
Retailers want permission to import used mobile phones so that they can sell handsets to customers at lower prices.

Answer:
Approval for importing used handsets does not fall under BTRC’s jurisdiction; it requires permission from the Ministry of Commerce. Mobile phones are not included in the ministry’s list of permitted used goods for import.

Service quality largely depends on handset quality. Ensuring handset standards is crucial to delivering the expected level of service. It is not possible to verify the condition or quality of imported used handsets, which creates a high risk of customer deception. Therefore, customers may be adversely affected if used handsets are allowed for import.

DBTech/MUM/OR