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NTA instructs ISPs to implement toll-free number

Nepal Telecommunications Authority (NTA) recently directed Internet service providers (ISPs) to implement toll-free numbers. The service will allow the customers to convey queries and complaints to their respective ISPs by dialing a toll-free number.

ISPs are also required to provide details of service charges for free to their customers as per the agreement with NTA. The Telecommunication Authority also urges the ISPs to resolve the complaints filed by the customers regarding the quality of service within the stipulated time. Also, the service provider has to quickly assist their customers with customer support and maintenance and resolve other service-related complaints to make the system effective.

What is a toll-free number?

Generally, charges are applicable in a phone call. A toll-free number is simply a number, which on dialing does not cost any fee for the customers.

Toll-free numbers are generally hosted by an organization/ business to take complaints and queries of customers. The customers who want to convey some inconvenience regarding the service of the organization/business can call on the toll-free number of the organization/ business.

The toll-free numbers are usually long, which include area code. Toll-free calls are free of cost regardless of the time-duration of the calls for the originator. The dialing party can have access to these charge less toll-free numbers from any part of the country.

Toll-free number in Nepal is of 11 digits which include Access Code (1660) + 01 + 5 Digit (subscribers choice). Although the call is free for the customers, the receiving party (organizations) need to pay for every call.

What is the importance of this service?

Customers who are facing issues with their internet service cannot inform the service provider through a free call. Mainly, during this pandemic situation, when the entire country locked down for safety reasons, internet usage spiked. Internet service users got internet service with poor connectivity. As a result, they complained about their issues to respective ISPs via calls that charged some fees. Considering the inconvenience faced by the customers, NTA came up with few guidelines for ISPs.

Thanks to these latest instructions, customers will now be able to get proper support and maintenance from respective ISPs. Customers will receive details about their internet service. They will know if they are getting the internet speed as pledged by the ISPs or not. Customers can inform their issues to ISPs via toll-free numbers that are free of cost.

In this way, this service empowers internet consumers to file their complaints freely and get their issues resolved within a specified time.


While ISPs are trying their best to provide quality service in minimal charge, NTA instructed ISPs to cut-off the customer support number dialing cost by implementing toll-free numbers. It enables customers to convey queries or complaints without any fee on the call. Find the challenges of Internet service providers in Nepal, in the COVID-19 pandemic.

NTA also ensures that ISPs do not fail to implement these services. In the case of ISP’s non-compliance with the instructions issued by NTA, strict action will take place as per the Telecommunications Act, 2053 BS.

After the toll-free number service, what do you think the internet service providers should do next to enhance their service? Share your thoughts in the comment box below.

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