Bangladesh Telecommunication Regulatory Commission (BTRC) said among all private mobile operators in the country, Grameenphone has the highest number of pending complaints lodged by its subscribers, which the mobile operator denied.
Grameenphone – the largest mobile operator in Bangladesh – resolved only 27 percent of complaints lodged by its users online in 2019 as only 849 of 3,111 complaints were settled, said a BTRC report.
However, the mobile operator claimed to have resolved 99 percent of complaints.
"We have resolved almost 99 percent of complaints lodged through BTRC hotline in 2019. Our dedicated team interacts with our customers daily and serves the best to solve problems and technical issues," a statement from Grameenphone reads.
Moreover, our user-friendly digital touch points have become a useful tool to meet the needs of subscribers in this digital era," the statement adds.
The BTRC report said the complaints were about different services offered by the operator over the last 12 months.
Last year, 3,111 complaints were filed from the subscribers across the country. Of them, Grameenphone resolved only 849 complaints.
According to the report, of the three private operators, Banglalink has the highest record of resolving customer complaints. Last year, the operator had 1,323 complaints and it resolved 684 – which is 52 percent.
Robi, the second-largest operator, stands second in resolving subscriber complaints. In the same period, the operator received 4,813 complaints, and it resolved 46 percent of them.
Speaking to The Business Standard, Shahed Alam, chief corporate and regulatory officer at Robi Axiata Ltd, said, "We always take pleasure in addressing complaints from our subscribers. Each complaint allows us to forge a deeper relationship with our subscribers.
"It is the solid commitment to ensure service quality that has convinced nearly 5 crore customers to be with Robi. In this context, we need to keep in mind the reported number of complaints is only 0.008 percent of our customer base," he added.
Shahed said that although the number is low, they look forward to address those with utmost sincerity.
Teletalk, the state-owned telecom operator, has the highest number of unresolved complaints at 89 percent.