Following the growing number of complaints received from subscribers regarding frequent call drops and higher billing, the Department of Telecommunications (DoT), has asked operators to improve the overall quality of services.
According to DoT, the public in general is highly dissatisfied with frequent and heavy call drops not only during peak hours but throughout the day. In addition, the department has also noticed that the billing by operators is not transparent and there are frequent changes in the package rates, contrary to the initially agreed-upon package, without customer consent. DoT has claimed that it has received several complaints regarding higher billing in cases where the customer has already disconnected or has not used the services of the operator. Further, in case of international roaming, operators lack a proper notification system to inform users about the tariffs applicable for accessing various applications.
DoT has asked operators to improve the quality of services to reduce frequent call drops. The department has suggested that operators should optimise their radio frequency network consistently to ensure delivery of high quality telecom services. Further, DoT has asked operators to work towards minimising complaints regarding billing by setting-up a transparent system to educate customers about various tariffs being charged for services availed by them.
