Four internet service providers have introduced toll-free numbers for the convenience of customers. Internet service providers are now required to have a toll-free number.
According to the Telecommunications Authority of Nepal, so far, only four service providers have introduced toll-free numbers. NEA Director Vijay Kumar Roy informed that Nepal Telecom Company Limited (Nepal Telecom), WorldLink Communication Limited, Suvisu Cablenet Pvt. Ltd. and Broadband Nepal Pvt.
Toll free number of service provider
Earlier, NEA had written a letter to the service providers on July 26 instructing them to provide toll free number. The service provider is required to provide the fee details free of cost as per the terms of the license.
There is also a mandatory provision that customer complaints should be resolved within the stipulated time. NEA had given the instruction to the service provider on the same basis.
“We have been instructed to keep a toll-free number to enforce the license and resolve customer complaints,” said Royal. “So far, four service providers have introduced toll-free numbers.
He said that preparations are being made to get clarification regarding the remaining service providers. “If the explanation from the company is not satisfactory, a fine of up to Rs 50,000 will be imposed as per the law,” Roy added. Consumers are getting into trouble when companies don’t make good arrangements to complain about the internet. When customers now have to call a service provider, the IVR system initially cuts the customer’s money unnecessarily by playing tunes and providing information about their services.
In order to end this problem, the customer has been instructed to provide toll free number free of cost. This allows the customer to report their grievances to the service provider for free at any time. Director Roy said, ‘Now even minor complaints 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 brought to the authority. ‘