Nepal Telecom overhauls services: No more automatic charges when data runs out

KATHMANDU: Amid longstanding complaints about service quality in Nepal’s telecommunications sector, Nepal Telecom has initiated comprehensive reforms to improve efficiency and customer satisfaction.

Under the directive of Communications and Information Technology Minister Dr. Bikram Timilsina, the company has launched a wide-ranging transformation aimed at enhancing customer service, mobile data management, digital services, and administrative processes.

The Ministry of Communications has introduced a 10-point reform plan as part of a “results-based governance system,” prioritizing Nepal Telecom’s service improvement.

Transparent and Customer-Friendly Services

The reforms aim to make customer service seamless, transparent, and technologically accessible. Historically, users faced issues such as service disruptions, delayed responses, cumbersome procedures, and slow resolution of complaints. The ministry and Nepal Telecom are now addressing these challenges through coordinated efforts.

A key focus is improving data usage management. Previously, users complained that their main balance was automatically deducted once a data pack was exhausted. This practice has now been discontinued. Instead, customers will have more transparent options and the ability to choose their preferred service mode.

• Customers will receive advance notifications once 90% of their data pack is consumed, providing timely updates on remaining data.
• The Pay-As-You-Go (PAYG) mode allows internet use without a data pack, giving customers the flexibility to continue online based on need.
• Users can now independently decide whether to purchase a new data pack or switch to PAYG mode.

Nepal Telecom spokesperson Ravindra Manandhar stated that the system is currently in a testing phase and will be fully implemented shortly. PAYG options for data packs purchased via USSD will be available within 3–5 days, while mobile app users can access the service within 7–10 days, offering a smoother digital experience.

Simplified KYC and One-Stop Services

To streamline customer verification, Minister Timilsina has instructed the implementation of a one-time KYC system. This eliminates the need for repeatedly submitting documents when obtaining, renewing, or using SIM services, simplifying processes and reducing customer frustration. The system is expected to be operational within 30 days.

Additionally, Nepal Telecom is expanding digital service delivery, allowing customers to access services online, including e-SIM distribution, complaint management, lost SIM recovery, and SIM ownership transfer. This is expected to particularly benefit users in remote areas and reduce office congestion.

A single-window service desk will also be established across all Nepal Telecom offices, enabling customers to resolve all issues in one place, cutting down time and removing the need to visit multiple counters.

Improving Network Quality

Efforts are underway to enhance 4G mobile network quality, addressing widespread complaints about weak service in several regions.

Policy adjustments and additional frequency allocation are planned, with improvements expected within 30 days.