Publish: 11:16, 22 Jan, 2025

Mountain of complaints on telecom services

Kazi Shohag
Mountain of complaints on telecom services
Symbolic Photo: BSS

The telecom services in the country are in turmoil, with customers grappling with poor service quality and rising costs. Amid this crisis, the number of mobile and internet subscribers continues to decline every month, signaling a deteriorating trust in the industry. The situation has worsened due to the recent imposition of VAT on mobile services twice in just seven months, putting additional financial strain on consumers. Despite promises from the government to reduce the additional VAT, telecom operators maintain that no such measures have been implemented as of the latest update. This growing frustration has even led the telecom sector to threaten a protest against the National Board of Revenue (NBR) over the issue.

One of the most pressing concerns raised by users is the increasing occurrence of call drops. Consumers frequently report that their calls are unexpectedly disconnected, forcing them to redial. While mobile operators continue to profit from these interruptions, customers receive no compensation for the inconvenience. This problem, which has persisted for years, results in thousands of complaints daily. However, little has been done to resolve it. With such complaints mounting, many are left questioning the role of the regulatory body, the Bangladesh Telecommunication Regulatory Commission (BTRC).

The BTRC has issued over 3,000 licenses across 29 different categories, claiming that this would help improve customer service quality. Yet, in reality, many of these licenses were acquired by influential individuals using political leverage during the last 15 years of the Awami League government. This practice has led to further chaos and inefficiency in the sector, undermining the BTRC’s credibility and raising doubts about its ability to regulate effectively.

Another issue contributing to the sector's instability is the imposition of new taxes, which have further burdened both consumers and telecom operators. In June 2024, the government raised the VAT on mobile services by 5 percent, and just seven months later, another 3 percent increase was implemented. As a result, the overall tax burden on consumers has increased by 9.2 percent. From now on, for every Tk 100 worth of telecom service, customers will pay Tk 142.45, including VAT, supplementary duties, and surcharges. This increase comes on top of the 133.25 Tk customers had been paying before the last budget. The tax hikes have sparked outrage within the telecom industry, as many feel they have been implemented without adequate consultation or consideration for their impact.

Fahim Mashroor, a technologist and former president of the Bangladesh Association of Software and Information Services (BASIS), criticized the government's decision to impose such taxes without consulting the industry stakeholders. He described it as "autocratic behavior" and warned that these new tax increases would threaten the sustainability of the telecom sector. Mashroor emphasized that this could stifle the growth of new entrepreneurs and deter customers from embracing the services, ultimately leading to stagnation within the sector.

Telecom operators have also voiced their concerns regarding these tax hikes and the broader regulatory environment. Grameenphone’s Chief Corporate Affairs Officer, Tanveer Mohammad, expressed surprise at the imposition of supplementary duties at a time when the economy was recovering from the shocks of previous years. With inflation hovering above 10 percent, he noted that ordinary citizens were already struggling to meet their daily expenses. He argued that telecom services are critical to promoting digital inclusion and economic growth, and any disruption to these services could widen the digital divide.

Banglalink’s Chief Corporate and Regulatory Affairs Officer, Taimur Rahman, echoed similar sentiments, stating that telecom services play a vital role in driving the country’s economic growth. He pointed out that the increase in supplementary duties from 20 percent to 23 percent would negatively affect consumer purchasing power, especially during a period of rising inflation. Rahman cautioned that such decisions would not only harm consumers but also hinder the growth of the telecom sector, reducing government revenue in the process. He highlighted that the telecom industry had already been facing various challenges, and further burdens would only exacerbate the situation.

Robi Axiata’s Chief Corporate and Regulatory Officer, Shaheed Alam, weighed in on another issue—the lack of flexibility in telecom data packages. Alam suggested that giving telecom operators more commercial freedom in offering data services could lead to a more customer-centric, competitive, and innovative market. He pointed out that the current system, which restricts certain data packages from 12:00 pm to 6:00 am, fails to accommodate the needs of freelancers and night workers who rely on internet data. He advocated for the option to offer network-based data at a more affordable price without the limitations of scheduled data usage.

As the telecom sector faces increasing pressure from rising costs, poor service quality, and regulatory challenges, the need for reform has never been more urgent. Telecom operators, government officials, and regulatory bodies must work together to address the issues of call drops, unfair taxation, and service disruptions. If not, the already fragile telecom industry will continue to struggle, leaving millions of consumers dissatisfied and frustrated. It's time for a fresh approach to ensure that telecom services contribute to the country’s development rather than being a source of ongoing complaint and hardship.

Bd-pratidin English/Jisan

More News
Nokia CEO Lundmark to be replaced by Intel AI chief Hotard
Nokia CEO Lundmark to be replaced by Intel AI chief Hotard
Bill Gates expresses concerns over AI’s impact
Bill Gates expresses concerns over AI’s impact
Meta begins 5% workforce reduction as part of strategic shift towards AI
Meta begins 5% workforce reduction as part of strategic shift towards AI
Google messages may soon allow starting WhatsApp video calls
Google messages may soon allow starting WhatsApp video calls
Meta to launch 'Hypernova' AR glasses and expand wearables in 2025
Meta to launch 'Hypernova' AR glasses and expand wearables in 2025
Musk risks putting EU buyers off Tesla: Analysts
Musk risks putting EU buyers off Tesla: Analysts
Elon Musk declines interest in purchasing TikTok
Elon Musk declines interest in purchasing TikTok
TikTok offers direct android downloads to bypass U.S. restrictions
TikTok offers direct android downloads to bypass U.S. restrictions
China unveils fastest Black Panther 2.0 robotic dog
China unveils fastest Black Panther 2.0 robotic dog
Global in-app purchases reach record $150 billion in 2024
Global in-app purchases reach record $150 billion in 2024
OpenAI looks across US for sites to build Trump-backed Stargate AI data centers
OpenAI looks across US for sites to build Trump-backed Stargate AI data centers
Thailand ramps up chip investment push as Trump’s trade war with China escalates
Thailand ramps up chip investment push as Trump’s trade war with China escalates
Latest News
Dhaka's air 'unhealthy' today
Dhaka's air 'unhealthy' today
2 minutes ago | City
Expect strict action if anti-social elements threaten anyone: PHQ
Expect strict action if anti-social elements threaten anyone: PHQ
18 minutes ago | National
Hamas to halt hostage releases, jeopardizing Gaza ceasefire
Hamas to halt hostage releases, jeopardizing Gaza ceasefire
24 minutes ago | International
Youth is not time but prospect: Home Adviser
Youth is not time but prospect: Home Adviser
9 hours ago | City
Consensus Commission dialogue with political parties begins Feb 15
Consensus Commission dialogue with political parties begins Feb 15
10 hours ago | National
Gold price hits record high of nearly Tk1.50 lakh per bhori
Gold price hits record high of nearly Tk1.50 lakh per bhori
10 hours ago | Business
BFF completes signing formalities with 36 female footballers
BFF completes signing formalities with 36 female footballers
10 hours ago | Sports
Ex-state minister Dipankar Talukder held
Ex-state minister Dipankar Talukder held
10 hours ago | National
'HIV infections could surge if US support is dropped'
'HIV infections could surge if US support is dropped'
11 hours ago | International
Iran urges UN to take ‘firm’ stance against displacement plot for Gaza
Iran urges UN to take ‘firm’ stance against displacement plot for Gaza
11 hours ago | International
Accused corrupts to be brought back from neighboring countries: ACC Chairman
Accused corrupts to be brought back from neighboring countries: ACC Chairman
11 hours ago | National
Govt assures BNP of holding polls by Dec: Fakhrul
Govt assures BNP of holding polls by Dec: Fakhrul
11 hours ago | National
343 more arrested in ‘Operation Devil Hunt’
343 more arrested in ‘Operation Devil Hunt’
12 hours ago | National
Three-day PaperTech Expo begins at ICCB
Three-day PaperTech Expo begins at ICCB
12 hours ago | Business
'Najmul was working very hard when he wasn't playing'
'Najmul was working very hard when he wasn't playing'
12 hours ago | Sports
Sharfuddoula to officiate in the opening match of Champions Trophy
Sharfuddoula to officiate in the opening match of Champions Trophy
13 hours ago | Sports
Court seeks Interpol red notice to arrest Benazir
Court seeks Interpol red notice to arrest Benazir
13 hours ago | National
A cleaner Bangladesh needs collective action: Syeda Rizwana Hasan
A cleaner Bangladesh needs collective action: Syeda Rizwana Hasan
13 hours ago | National
US to impose 25% tariffs on steel and aluminium imports
US to impose 25% tariffs on steel and aluminium imports
14 hours ago | International
Mostafa Quamrus Sobhan elected chairman of Rupali Insurance
Mostafa Quamrus Sobhan elected chairman of Rupali Insurance
14 hours ago | Business
Almost all nations miss UN deadline for new climate targets
Almost all nations miss UN deadline for new climate targets
14 hours ago | International
Consensus is essential considering overall situation of the country: Manna
Consensus is essential considering overall situation of the country: Manna
14 hours ago | National
Syrians returning to the ruined town of Tel Rifaat
Syrians returning to the ruined town of Tel Rifaat
14 hours ago | International
Colombia govt in crisis as president calls for cabinet resignation
Colombia govt in crisis as president calls for cabinet resignation
14 hours ago | International
Canada urged to relocate manufacturing factories to Bangladesh
Canada urged to relocate manufacturing factories to Bangladesh
15 hours ago | National
Simmons admits Tigers are not having 'the best preparation'
Simmons admits Tigers are not having 'the best preparation'
15 hours ago | Sports
UN ASG Kirstine Damkjaer to visit Bangladesh Feb 11-12
UN ASG Kirstine Damkjaer to visit Bangladesh Feb 11-12
15 hours ago | National
Hasan Mahmud to join Bangladesh squad for Champions Trophy preparations
Hasan Mahmud to join Bangladesh squad for Champions Trophy preparations
15 hours ago | Sports
No innocent to be punished under 'Operation Devil Hunt'
No innocent to be punished under 'Operation Devil Hunt'
15 hours ago | National
Failure to announce election roadmap soon will deepen Instability
Failure to announce election roadmap soon will deepen Instability
15 hours ago | National
Most Read
Defaulted loans threaten financial sector
Defaulted loans threaten financial sector
22 hours ago | Business
Bashundhara City 'Clearance Sale' extended by four days
Bashundhara City 'Clearance Sale' extended by four days
23 hours ago | Business
No shortage of edible oil during the upcoming Ramadan
No shortage of edible oil during the upcoming Ramadan
23 hours ago | Business
Hania Aamir likely to accept Karan Johar’s Bollywood offer
Hania Aamir likely to accept Karan Johar’s Bollywood offer
18 hours ago | Entertainment
Court seek Interpol red notice to arrest Benazir
Court seek Interpol red notice to arrest Benazir
13 hours ago | National
Struggles with rising medicine expenses
Struggles with rising medicine expenses
22 hours ago | Special
Finance Advisor clarifies reason behind VAT hike
Finance Advisor clarifies reason behind VAT hike
18 hours ago | Business
5 bands to perform in tribute to Shafin Ahmed
5 bands to perform in tribute to Shafin Ahmed
21 hours ago | Entertainment
BRMCA for withdrawal of SD on stone imports
BRMCA for withdrawal of SD on stone imports
21 hours ago | Business
BIMSTEC summit: A meeting between Dr Yunus and Modi in the making?
BIMSTEC summit: A meeting between Dr Yunus and Modi in the making?
22 hours ago | International
EC detects NID data leaks involving five organizations
EC detects NID data leaks involving five organizations
17 hours ago | National
Expats stage protest for full rehabilitation, financial support
Expats stage protest for full rehabilitation, financial support
17 hours ago | City
Zahid Hasan returns to limelight with ‘Vallage Na’
Zahid Hasan returns to limelight with ‘Vallage Na’
16 hours ago | Entertainment
Gulam Rabbani's ‘Untongue’ wins awards at Venice and Budapest film festivals
Gulam Rabbani's ‘Untongue’ wins awards at Venice and Budapest film festivals
22 hours ago | Entertainment
Meta begins 5% workforce reduction as part of strategic shift towards AI
Meta begins 5% workforce reduction as part of strategic shift towards AI
19 hours ago | Tech
New study reveals beetroot juice as a secret to Staying Forever Young
New study reveals beetroot juice as a secret to Staying Forever Young
20 hours ago | Lifestyle
Mexican envoy pledges jobs for Bangladeshis
Mexican envoy pledges jobs for Bangladeshis
20 hours ago | National
Epilepsy in children: Causes, triggers, first-aid, diet
Epilepsy in children: Causes, triggers, first-aid, diet
21 hours ago | Lifestyle
Reasons why protein-rich post-workout meal important
Reasons why protein-rich post-workout meal important
21 hours ago | Lifestyle
Businesses grappling with multiple challenges
Businesses grappling with multiple challenges
21 hours ago | Business
Dubai's ‘airport city’ set to create thousands of jobs as new passenger terminal nears completion
Dubai's ‘airport city’ set to create thousands of jobs as new passenger terminal nears completion
20 hours ago | Business
Bourses see mixed trend on Monday
Bourses see mixed trend on Monday
20 hours ago | Business
Siam Ahmed’s stunning new look for 'Jongli'
Siam Ahmed’s stunning new look for 'Jongli'
20 hours ago | Entertainment
Saif Ali Khan calls his attacker 'poor guy'
Saif Ali Khan calls his attacker 'poor guy'
19 hours ago | Entertainment
BNP announces eight-day programme
BNP announces eight-day programme
20 hours ago | National
Saudi bans children from 2025 hajj pilgrimage
Saudi bans children from 2025 hajj pilgrimage
21 hours ago | International
UN ASG Kirstine Damkjaer to visit Bangladesh Feb 11-12
UN ASG Kirstine Damkjaer to visit Bangladesh Feb 11-12
15 hours ago | National
Construction of 2 Mongla port jetties progressing fast
Construction of 2 Mongla port jetties progressing fast
17 hours ago | National
Marriages in China down by a fifth in 2024: government
Marriages in China down by a fifth in 2024: government
18 hours ago | Lifestyle
Trinamool BNP chairman Shamsher Mobin remanded for 4 days
Trinamool BNP chairman Shamsher Mobin remanded for 4 days
17 hours ago | National