20th July 2020, Kathmandu
The customer can get a discount on the service charge if the service provider fails to repair the blocked service in time. Nepal Telecommunications Authority has implemented the new provision by issuing regulations related to the operation of internet services.
According to the new arrangement, the internet service provider will have to enter into an agreement with its customer for repair and maintenance. In fact, the agreement will be based on the condition of providing a 24-hour window to repair the service.
If there is an issue with internet and email services, the concerned service provider must resolve it within 24 hours of receiving the notification.
What if the Service Provider fails to repair the service in the stipulated time?
If so, the service fee should be waived for the period of non-repair. In fact, the company itself has to bear the cost of operating the blocked service.
Moreover, the service provider needs to inform the customer three days in advance in case of disruption due to technical reasons.
If the service provider fails to do so, customers can lodge a complaint with the Nepal Telecommunications Authority (NTA).
The NTA, which is the regulator body of the telecommunications sector, has passed the new regulations in a board meeting.
The new regulations from the NTA are getting stricter for the service providers. However, these regulations show great promise to enhance customer service and experience.
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