Internet service providers are now required to have a toll-free number. The Nepal Telecommunications Authority (NTAA) on Wednesday issued a letter to the service providers instructing them to provide toll free numbers.
Director Vijay Kumar Roy said NEA has given this instruction within the conditions of the license . According to him, the customer's complaint should be resolved within the stipulated time within the condition of the service provider's license.
It has been instructed to keep toll free number to implement the condition of the license and resolve the complaints of the customers. "The service provider will have to provide the details of the fee free of cost as per the terms of the license and the customer's complaint will have to be resolved within the stipulated time," the letter said.
Director Roy said that customers are getting into trouble when companies do not make good arrangements for complaining about the internet. When customers now have to call a service provider, the IVR system initially cuts the customer's money unnecessarily by playing the tune and providing information about their service.
Not only that, the phone did not answer. There is also the problem of disconnecting the phone. Due to this kind of situation, customers are getting into trouble. Director Roy also said that the service provider is discouraging the customer from complaining about this kind of behavior of the service provider. He says, "Therefore, instructions have been given to provide toll free number which does not cost the customer when calling."
In this case, the regulator expects the customer to file a complaint with the service provider at any time. Director Roy said, "Even minor complaints now come directly to the authority." If there is a toll free number, the customer will be able to inform the service provider about their problem at the beginning. From there, only unresolved grievances can be filtered and come to the authority. '
