Dhaka: Mobile operators should clearly inform customers how charges are adjusted or refunded in case of dropped calls and what happens to unused data or other benefits after package expiry. That is the unambiguous position of the government, as clearly stated by Posts, Telecommunications and Information Technology Minister Faqir Mahbub Anam on Wednesday. The minister also urged operators to take greater awareness-building initiatives to address customer complaints and confusion over call drops and mobile packages.
According to United News of Bangladesh, the minister made the remarks while speaking as a special guest at an event organised by mobile operator Robi to mark the upgradation of their network in Dhaka, titled ‘Powering the Future: Robi Completes Dhaka Modernization’. Faqir Mahbub Anam, who also handles the Science and Technology portfolio in the cabinet, said the government is aware of the challenges and prospects of the telecommunications sector and has recently taken important steps, including withdrawing SIM taxes, in response to long-standing demands.
However, he stressed that the benefits of such consumer-friendly initiatives should reach ordinary customers directly rather than remaining limited to mobile operators. He praised Robi’s network modernization initiative in Dhaka, saying it would help improve service quality for customers. The minister emphasized that improved network services should also be ensured in rural, hilly, and remote areas instead of focusing only on cities.
‘Do not remain limited to cities. You have to take Robi’s services to villages, hilly areas and remote regions. We have to ensure that people get good network coverage and services everywhere,’ he said. He noted that tower sharing has made it easier for operators to expand networks in rural and hard-to-reach areas and urged them to ensure customers in those regions can access quality services from different operators.
Drawing Robi’s attention to customer complaints, the minister said many subscribers remain dissatisfied over call drops, losing their unused data for package validity, or other benefits. Operators should clearly explain whether customers are charged for a call that is dropped due to some glitch in the network. Or if they are refunded, how the amount is refunded or adjusted, the minister said, giving voice to some complaints that seem to never go away about Bangladeshi service providers.
He also referred to complaints from customers who purchase packages worth Tk 500 or more but lose access to unused data and other benefits when the package validity expires. ‘Customers should be informed in simple language about the terms and validity of such packages in advance,’ he said.
Faqir Mahbub Anam also said the government is giving top priority to attracting foreign investment. He said Bangladesh is working to further strengthen its economic relations with longtime friend Malaysia and expressed hope that Malaysia-based Axiata Group, the parent company of Robi, would make further investments in Bangladesh in the future.