Such scope for consumers getting their complaints heard has materialised after NT -- the state-owned service provider -- launched a special program under its network coverage upgradation campaign to improve the quality of its service.[break]
This is the first time NT is relying completely on customer complaints to upgrade its coverage, particularly for apartments, malls, hospitals and other areas with dense populations.
Gunakeshari Pradhan, joint-spokesperson of NT, said,"Customers can record a complaint by phone, providing a proper location of the area with the poor network". She said although NT´s network was available in all parts of the country, there was some complaint about densely populated areas and the campaign´s specific target is just such places.
NT has procured repeaters to increase its coverage in problem areas. Repeaters help in retransmitting signals at a higher level or at higher power so that the signal can cover longer distances and also help signals pass through obstructions if any. The operator plans to install repeaters at 150 sites.
Pradhan said the operator was starting the upgradation from Kathmandu and would slowly expand to other densely populated cities. "Since the publication of the notice we are being flooded with thousands of calls every day", she said adding that NT was noting down all complaints regarding issues of recharge and poor quality apart from network coverage as well."But at this stage our focus is on improving network coverage and we will address other issues after that", she added.
Under a separate project for quality improvement, NT is installing powerful antennas for better ´handover´, at 200 different sites located across the country. Handover is the process of transferring an ongoing call or data from one channel connected to the core network to another, or, in simpler terms, from one BTS to other, without loss or interruption of service. Pradhan said that handover was going to reduce the ratio of call drop rates and improve the quality of calls overall.
Besides, the operator is also giving continuity to the adding of more BTS. NT installed 20 BTS last month and plans to add 15 more this month."With the help of one BTS customers can make up to 3,000 calls at a time”" she said.
NT is also replacing and repairing the battery for BTS as required for longer back up.
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