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Telcos to refund for each call drop

BTRC issues a new directive

  • Special Correspondent
  • 27 September, 2022 12:00 AM
  • Print news

Mobile phone subscribers will get a talk time refund for every single call drop from the first day of next month as Bangladesh Telecommunication Regulatory Commission (BTRC) has issued a new directive on call drop compensation on Monday.

The validity of talk time compensation has also been extended to 30 days and that of the talk time refund will be for 24 hours, said BTRC in the new directive at a press conference held at its conference room in Dhaka on Monday.

Director General (Systems and Services Division) of BTRC Brig Gen. Md Nasim Parvez said the mobile users will get 30 seconds for the first and second call drops and 40 seconds for the third to seventh call drops in compensation to be effective from October 1, 2022.

The BTRC termed the call drop as a gray area for all regulators, operators and subscribers. It said the subscribers of Dhaka have faced the highest amount of call drop at 0.78 percent to 12,690,123 whereas Khulna faces the lowest at 0.53 percent to 2,292,622 call drops. The number is out of 39,662,845 total call drops by the operators. 

At present, Grameenphone and Robi offer talk time refund from 3rd to 7th call drop in a day while Banglalink provides from 2nd to 6th call drop, he said.

At the same time, there is no provision for using USSD for the customers to know about daily, weekly and monthly call drop compensation talk time.

According to BTRC, the total call drop was 52.59 crore minutes in 2021 and subscribers returned only 11.46 crore minutes.

Presenting the on-net call drop number for May 2022, he said that the largest mobile operator Grameenphone had 39.66 lakh call drops and it returned only 14.50 lakh talk time.

The second largest operator, Robi's total number of call drops in the said month was 33.14 lakh and it returned 21.84 lakh talk time to its subscribers.

Banglalink, the third largest operator, however, returned 7.26 lakh talk time

against its total 7.15 lakh call drops.  Currently, the subscribers do not have the opportunity to verify their call drop and SMS text. As a result, there are huge dissatisfactions among the customers.

But now a customer will be able to know his daily, weekly and monthly total call drop talk time by dialling USSD code *121*765#, said Brig Gen Md Nasim Parvez.

BTRC Chairman Shyam Sunder Sikder chaired the event while Posts and Telecommunication Minister Mustafa Jabbar attended it as the chief guest.

In his speech, Mustafa Jabbar said, "No operator will get away without paying compensation to ensure the quality of service. To provide the service, they should ensure the quality first."

He also said that BTRC is also going to bring the mobile data under the monitoring system soon. 

Among others, Posts and Telecommunication Secretary Md Khalilur Rahman, BTRC Vice-Chairman Subrata Roy Maitra, Commissioner Engr. Md. Mohiuddin Ahmed and Director General (Engineering and Operations Division) Brig Gen. Md. Ehsanul Kabir spoke while BTRC Secretary (Deputy secretary) Md Nurul Hafiz, moderated it.