Minister urges clarity on mobile charges, packages
Mobile operators should clearly explain to customers how charges are adjusted or refunded when calls are dropped and what happens to unused data and other benefits after a package expires, Posts, Telecommunications and Information Technology Minister Faqir Mahbub Anam said on Wednesday.
He said this was the government’s clear position and urged mobile operators to take greater awareness-building initiatives to address customers’ complaints and confusion over call drops and mobile packages.
The minister made the remarks as the special guest at an event organised by mobile operator Robi to mark the completion of its network modernisation in Dhaka. The event was titled “Powering the Future: Robi Completes Dhaka Modernization”.
Faqir Mahbub Anam, who also oversees the Science and Technology portfolio, said the government is aware of both the challenges and opportunities facing the telecommunications sector.
He said the government has recently taken important steps to address long-standing demands from the sector, including withdrawing taxes on SIM cards.
However, he said 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 stressed 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.
