KATHMANDU, FEBRUARY 27
Internet users will soon be compensated for disruption in mobile data or fixed broadband internet service.
Issuing the Regulation on Quality of Telecommunication Service, 2023, which will come into effect from April 14 , Nepal Telecommunications Authority stated that internet service providers shall compensate their customers in case of service disruption at specified periods.
The authority is putting the legal provision in place to address the mounting complaints regarding poor internet connection from consumers, according to NTA Spokesperson Santosh Paudel.
"We have received a series of complaints from internet users over poor internet connection," Paudel told The Himalayan Times.
"Once this regulation is implemented, it will push the ISPs to provide quality internet service."
For mobile data users, mobile network companies shall have to pay compensation if service is disrupted during the package duration, whereas for fixed broadband internet, ISPs shall provide reasonable compensation to the concerned consumers if their service is disrupted for more than the specified time, as per the new regulation.
Consumers can seek compensation and service providers will have to offer either free extension of the service or reduction in charge during the compensation period.
In case of fibre-optic internet service providers, consumers can claim compensation if service is disrupted for a minimum of four hours to 48 hours in urban areas and more than 24 hours to 72 hours in remote areas.
Likewise, for protection of customers' interests, mobile service providers should make arrangements so that customers can view data usage/volume details of the data being consumed.
Fibre-optic internet service providers should also make arrangements so that customers can view details of the bandwidth being consumed through the graphing system such as MRTG (Multi Router Traffic Grapher). Also, they should inform customers about their service through appropriate technology (SMS, mobile application, etc) and implement an automatic ticketing system to address customers' grievances.
" This regulation will push the service providers to offer quality internet service "
A version of this article appears in the print on February 28, 2023, of The Himalayan Times.
