BTRC’S COMPLAINT MANAGEMENT SYSTEM Mobile users lodge 314 complaints in opening month

The new complaint management system of the telecom regulator received poor response in the opening month as many customers are still unaware about the facility.
Bangladesh Telecommunication Regulatory Commission on May 4 launched the online complaint submission system along with a dedicated mobile phone number to help the country’s mobile users to sort out their problems.
According to BTRC data, the Online Complaint Box received 90 complaints while the hotline received another 224 complaints until yesterday.
The BTRC, however, could not say how many of the complaints were resolved during the time.
As of April, there were 12.47 crore active mobile phone users in the country.
New Age contacted a number of mobile users to know their response or experience about the BTRC’s new complaint management system but none of them were aware of the facility.
Shayela Zaman, a housewife resident in Dhanmondi, said she was not aware of any such system to file her complaints about mobile phone services.
‘I never heard of BTRC complaint management system though I think it is a good initiative. I think BTRC needs to run awareness campaign on this issue,’ she said.
Shayela also said that she recently faced some pricing related problems of her mobile internet packages but failed to find a solution.
Syed Mizanur Rahman, a private service holder resident in Chittagong, also told New Age about his lack of knowledge about the BTRC service on mobile related problems.
‘The mobile phone companies send hundreds of SMS everyday to promote their campaigns. The BTRC can simply ask the all mobile companies to send SMSs citing the details of BTRC complaint management information,’ he said.
BTRC officials, however, said that the primary responsibility to address customers’ problems goes to the mobile phone companies.
‘We have set guidelines for the operators on how to deal with customers’ complaints. The guidelines have specific benchmark on this issue. And as mobile operators are the service provider they are responsible for addressing customers’ problems,’ a BTRC official told New Age.
He said the BTRC has already ran advertisements in leading national newspapers and put the news through television channels.
‘We understand maybe one campaign is not enough to inform all the users and many users still are not aware about the issue. Sending SMS to mobile users can benefit the cause further,’ he said.
He also said the BTRC was forming a special task force to deal with the customers’ complaints and will launch other initiatives in this regard.

- See more at: http://newagebd.net/128401/mobile-users-lodge-314-complaints-in-opening-month/#sthash.D0Cggff9.dpuf