Telecom and ISPs must place a customer service charter on their websites

From now on, Telecom companies (Telcos) and internet service providers (ISPs) will have to place a customer service charter (Badapatra) on their official website. The decision is made by the regulator after implementing the latest Bylaw Regarding Telecom Service Quality 2079.

In the charter, service providers must mention their name, address, email, and contact number. In addition, service availability and network coverage must also be stated.

The provision will greatly help customers receive vital information about the company they are subscribing to. It will also help customers avoid navigating through pages to find contact and other basic information about their service providers.

Also read: NTA to Pave Way for ISP Mergers for a Better Internet Market

Telcos and ISPs must include packages, tariffs, and others on their customer service charter on their website

The charter will likewise, must list packages, tariffs, customer service, helpline, toll-free numbers, etc. There should also be a complaint registration arrangement too as a process to activate or deactivate available services.

The new bylaw has also made the key provision for service providers. According to the new ruling, service providers will have to offer compensation to the customers in case of poor telecom services. At the same time, the regulator could also revoke the license if a company failed to deliver quality services. NTA has also ruled that telcos must offer up to 15 Mbps download speed on their network.

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Despite the latest generation of fiber and 4G services prevailing in Nepal, service recipients are yet to be wholly satisfied. They have demanded a long for consistent and quality services and affordability. The latest bylaw if implemented fully will be one on the right path for the customers.

Find out here: Best ISP Internet Service Providers in Nepal: Comparing Speed and Offers

What to include?

Communication service providers in Nepal must include the following in their customer service charter:

• Service Provider’s Name, Address, Website, Email, Contact Number
• Service offered in different Geographical Area (District level)
• Coverage Area
• Service Packages and their cost
• Customer Care/Support number/Toll-Free Number
• Complaint Redressal mechanism
• Procedure for activation and deactivation of offered services

The bylaw will come into effect from Baisakh 1, 2080 BS.

How do you see the regulation of NTA demanding telecom service providers to place a customer service charter on their website? Do you think it will be relevant to disseminate the necessary information to the customers? Do share your opinion in the comments below.