The Bangladesh Telecommunication Regulatory Commission (BTRC) has indicated plans to introduce a nationwide fibre bank and a digital platform for submitting and resolving complaints, as consumer frustrations over slow internet speeds, high mobile data prices, and unresolved service issues once again dominated its sixth public hearing.
The virtual hearing — the second conducted using the AI-powered Convay platform developed by Synesis IT — took place on Tuesday from 10:15am to 11:25am. BTRC Vice-Chairman Md Abu Bakar Siddique presided over the session, which was attended by nearly a hundred consumers, journalists, and industry stakeholders.
The event was moderated by Brig Gen Md Aminul Haque, director general of the commission’s Legal and Licensing and Spectrum divisions. Also present were Commissioner Abdur Rahman Sarder of the Legal and Licensing Division, and Brig Gen Shafiul Azam Parvez, director general of Engineering and Operations.
After a gap of nearly 18 months, registered participants were once again able to directly voice their complaints regarding telecom services. Key issues raised included:
- Lack of meaningful reduction in mobile internet data prices
- Inadequate nationwide broadband fibreisation
- The need to revise high NTTN charges
- Excessive taxes on mobile services
- Harassment and delays at customer care centres during MNP (Mobile Number Portability)
- Dominance of muscle power at the ISP reseller level
- SIM deactivation after 11 months without prior notification
- Unauthorized activation of VAS (value-added services) and unconsented balance deductions
Participants also highlighted unresolved matters such as audit disputes involving three mobile operators, the alleged market imbalance created by Grameenphone, slow network expansion by Teletalk, and the use of VoIP-based calling features through mobile apps.
Responding to repeated concerns about broadband quality, BTRC officials announced plans to roll out:
- A national fibre bank to streamline fibre infrastructure use and improve broadband quality
- A centralized digital portal for consumers to lodge complaints and track their resolution
Officials further suggested that mobile operators should expand value-added services to diversify their revenue streams.
According to the commission, the new telecom guidelines are expected to reduce consumer hassles and foster healthier competition among service providers.
In his closing remarks, BTRC Vice-Chairman Abu Bakar Siddique said the commission prioritizes transparency, accountability, and users’ rights.
“Every complaint received today has been documented. The concerned officials will work on resolving them. Our priority is ensuring that people get the service they deserve,” he said.
Sources inside BTRC stated that around 1,500 complaints were submitted online ahead of the hearing, although only 10–12 participants were able to speak during the live session.
