Telcos told to focus on customer education to boost service quality
KATHMANDU, June 10: The government has asked all the telecom service providers to provide clear information on tariff and services to customers without deceiving them in the name of packages and schemes.
Government officials said the operators should focus on customer education by providing them necessary information about their services.
Similarly, Nepal Telecommunication Authority (NTA) - the telecom sector regulator -- has asked the operators to be responsible toward consumers by timely addressing their complaints.
It has also urged customers to develop the habit of filing complaints against operators so that their quality of service can be improved.
Only 129 complaints have been filed against telecom operators over the past 10 years, according to NTA officials. Most of the complaints were related to interruption of service and regarding billing, according to Arjun Ghimire, assistant director of NTA.
Secretary at Prime Minister´s Office Lila Mani Paudel blamed poor quality of telecom services in the country to growing competition among operators to increase their subscriber base. “I request NTA to instruct operators for building a proper mechanism to address customers woes,” Paudel said, speaking at a program organized by Forum For Protection of Consumer Rights on Sunday.
NTA Chairman Bhesh Raj Kanel said operators were not educating customers about their services because of which many problems had arisen regarding quality and billing.
Kuber Singh Rana, AIG of Nepal Police, sought help from the authorities concerned to shut down illegal operation of Public Call Outlet (PCO). “PCOs are using privately owned number, which is illegal,” he said, asking NTA to regulate activities of cyber cafés as well.
Representatives of telecom operators and Internet Service Providers expressed commitment to be more responsible in the days to come.
Surendra Thike, spokesperson of Nepal Telecom (NT), said the quality of service was improving in recent time and that the operator was determined to give better service in future.