BMPCA demands establishing Customer Service Centers of BTRC across the country

Problems faced by the mobile phone customers have no end. ‘18o million customers have 360 million problems’. Someone's money is being deducted, or someone's SIM is lost, or mobile is stolen, due to the death of a parent or family member, name change due to inheritance, address change, not getting connection even after doing MNP and the list goes on. Customers are suffering from such problems and are constantly being cheated. The only way to solve this problem is getting Customer Service Centers across the country by the telecom regulatory body- BTRC. This is what demands the Bangladesh Mobile Phone Consumers Association-BMPCA, an organization that is vocal about customer rights.

Regarding the claim, the president of the organization Mohiuddin Ahmed said that among the four operators in the country, the customers of Grameenphone and Teletalk have suffered the most. After visiting Customer Care and Service Centers, we come to know that every day many customers are moving from one customer care to another with complaints but they are not getting any solution and from there they are told to apply to BTRC. For example Mohiuddin Ahmed said, “suppose, you have converted a SIM into MNP, did it correctly but still you are not getting connection. Where do you go when the operator's customer care can't give you a proper answer? Your last resort is BTRC. If someone's relative dies, one has to go to BTRC to change the name. If you want to buy any number or SIM of your choice, you have to go to BTRC. Complaints about end of data or your money has been deducted, you have to go to BTRC. Therefore, our demand is to establish Customer Service Centers under System and Service Department of BTRC across the country. So that, customers can file their complaints and resolve their issues”.

Portraying the customer suffering, he further said that since the GP has no customer care of its own and their behavior is very rude. Teletalk's half-life is like that, they do government jobs. At the marginal stage, it is not possible for customers to come to Dhaka and lodge a complaint with BTRC. Again, many customers are confused as there is no separate service desk for customer service only. Apart from looking at customer service of BTRC's system and service department, they have to look at many other things. Again, there is no separate manpower in this department to serve customers only. So we hope that the government will pay attention to that aspect as well.