Nepal Telecom Initiates Major Service Reforms to Protect Consumer Interests

Kathmandu. Following directives from the Ministry of Communication and Information Technology, Nepal Telecom (NTC) has begun comprehensive service improvements. Under the initiative of Communication Minister Dr. Bikram Timilsina, the practice of automatic balance deduction after data packages expire has been ended, and processes to digitize all services and implement 'One-Time KYC' have been advanced.

Users will now receive notifications once 90 percent of their data package is consumed. Alongside this, a 'Pay-As-You-Go' (PAYG) option will be available, allowing customers to choose whether to continue using data at standard rates or purchase a new package once their current one expires.

According to authority spokesperson Rabindra Manandhar, the system is currently in the testing phase and will be fully implemented soon. "Simply put, customers will now be informed when their data runs out, giving them the choice to continue internet usage or purchase a new package," he stated. He added that this feature will be implemented for data packs purchased via USSD within three to five days, while customers using the Nepal Telecom mobile app will experience it within a week to ten days.

This issue is also included in the 10-point reform action plan under the result-based governance management system introduced by the Ministry.

According to the action plan, improving service quality, strengthening customer service, and expanding digital services at Nepal Telecom have been prioritized. Accordingly, Nepal Telecom has stated that it has initiated customer-centric reform steps to make service delivery effective. A comprehensive transformation process has been started, specifically aimed at mobile data management, digital platform expansion, and simplifying administrative procedures.

To provide convenience to customers, the company is preparing to implement a 'One-Time KYC' system. Under this system, the hassle of repeatedly providing details will be eliminated. The goal is to implement this arrangement within the next 30 days.

Similarly, plans have been advanced to provide services such as eSIM distribution, grievance management, lost SIM recovery, and ownership transfer entirely through online channels.

To increase access and facilitation in telecommunication services, the Ministry has also proposed establishing 'Single Point Service' help desks in Nepal Telecom offices. These help desks will be established in all Nepal Telecom offices, making it easier for customers to receive all services from a single location.

Additionally, preparations have begun to revise policies to improve the quality of 4G services. According to the Ministry, the goal is to amend necessary policies within 30 days to provide additional frequency, which is expected to improve internet speed and stability.

Ending the practice of automatic balance deduction after data expiration is a significant step toward protecting consumer rights. It is believed that this will not only reduce unnecessary expenses but also increase customer trust in the service provider.