In a bid to regain customer confidence, Bangladesh Telecommuni-cation Regulatory Commission (BTRC) has recently reformed the compliance management taskforce to listen to customer’s complaint properly. Under the new structure, different members of the ten-member taskforce are assigned with the duty of listening to different operators and taking actions accordingly.
According to the BTRC sources, one designated official will listen to complaints made against mobile operator Grameenphone and Citycel, one for Robi and Teletalk and one for Banglalink and Airtel.
The other members of the taskforce have other duties including the listening of customer complaints on cyber security, mobile financial services, closed mobile connections and wireless services.
The only short-code for placing complaints with the telecom regulator is 2872. The BTRC said that they have increased their capacity as the number of customer grievances against the mobile operators have increased in the last few years.
Talking to The Independent, BTRC Chairman Shahjahan Mahmood said that the taskforce is armed with more power to dispose of the customers’ complaint in quickest possible time. If the taskforce wants, it can conduct sudden inspection to the establishments of the mobile operators to conduct investigation upon receiving customer complaints, said the BTRC boss.
He informed that the telecom regulator has already sent mobile operators about the new arrangements and has asked them to take appropriate measures in facilitating the services.
As per the decision of the commission, the taskforce should only look into complaints those are received through the designated call centers within the second day of the month. The taskforce after receiving the complaints have to submit a report to the commission by the second week of the month.
BTRC will take necessary action against the mobile operators as per the Telecom Act upon receiving the report.
BTRC sources said that the BTRC Director of Systems and Services Division will act as the convener of the taskforce. It will be coordinated by a deputy director of the same division.
Nahidul Hasan, senior assistant director of Engineering and Operations Division, will hear the complaints on wire and wireless services, Golam Sarwar, senior assistant director of Legal and Licensing Division,  will hear the complains about Grameenphone and Citycell, Kazi Ahsanul Habib Mithun, senior assistant director of Engineering and Operations Division will coordinate with the call centers, Md Asif Wahid, senior assistant director of Legal and Licensing Division will hear the complains about Robi and Airtel, Mahfuzul Alam, assistant director of Systems and Services Division, will hear the complains about Banglalink and Airtel, Ishtiaq Arif, assistant director of Systems and Services Division, will hear complains about cyber security, Mohammad Zakaria Bhuyiah, assistant director of Systems and Services Division, will hear complaints about closed connection and Farauq Ahmed, assistant director of Systems and Services, will hear complains about mobile financial services.