DHAKA, July 28 2025 (BSS) - The Directorate of National Consumer Rights Protection (DNCRP) today held a consultative meeting with various mobile phone operators with the aim of expediting resolution of complaints lodged by consumers against the operators.

The meeting took place this morning at the conference room of the Directorate’s office in the capital’s Karwan Bazar, said a press release.

With DNCRP Director General Mohammad Alim Akhtar Khan in the chair, the meeting was attended by Director (Administration and Finance) Abdul Jalil, representatives from Grameenphone, Robi, Banglalink, Teletalk, the Bangladesh Telecommunication Regulatory Commission (BTRC), and the Secretary General of the Association of Mobile Telecom Operators of Bangladesh.

Director (Complaint and Investigation) Mohammad Azizul Islam said that mobile subscribers frequently lodge complaints against operators, yet many operators fail to attend complaint hearings regularly. Requests for extensions from certain operators are causing delays in resolution, he added.

The meeting reviewed and presented the complaints submitted by the consumers. After extensive discussion,the meeting reached several unanimous decisions to resolve those promptly in the interest of the general public.

It was decided that mobile phone operators would scrutinize complaints submitted to the Directorate within the next seven days and resolve those on their own initiative and submit an implementation report thereafter. 

Complaints contested by operators will be resolved through formal hearings conducted by the Directorate. Each operator must assign a designated official to attend hearings regularly.

Additionally, operators are required to submit within seven days a checklist of technical criteria used to assess the admissibility of complaints.

Operators must also clearly communicate applicable conditions regarding the carryover of unused data and call time to subsequent packages. 

During interactions with customer care representatives, necessary measures should be taken to ensure that call charges from the complainant's end are either waived or deemed acceptable.

Furthermore, it was decided that old SIMs reissued for resale must bear the labels “Re-used” in English and in Bangla as well on the package, to ensure transparency for consumers before purchase.