The telecom regulator has drafted stricter quality of service (QoS) benchmarks for mobile operators to better protect users' interests though the companies fared badly in previous metrics.

For the first time, the Bangladesh Telecommunication Regulatory Commission (BTRC) has also included transmission networks and broadband service providers under the QoS framework.

Key changes in the draft include lowering the call drop rate ceiling from 2 percent to 1 percent and raising the call setup success rate standard from 97 percent to 98 percent. The voice call setup time has also been tightened from 8 seconds to 7 seconds. Additionally, a new benchmark has been introduced for call setup time in Voice over Long-Term Evolution (VoLTE) and beyond, setting the limit at no more than 3 seconds.

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VoLTE is a technology that enables high-quality voice calls over 4G LTE networks instead of traditional voice networks. It offers faster call setup, clearer audio quality, and the ability to use voice and data services simultaneously, enhancing overall mobile communication efficiency and user experience.

While the standard for mobile internet download speed remains unchanged, the upload speed requirement has been increased from 2 Mbps to 4 Mbps. Also, for the first time, mobile data latency has been capped at under 50 milliseconds, enhancing real-time communication quality.

In the broadband sector, Internet Service Providers (ISPs) must now ensure 75 percent of the subscribed download speed and 50 percent of the upload speed.

According to the draft regulation, beyond safeguarding subscriber interests, the updated standards aim to create an environment that encourages competition, drives innovation, and fosters trust among stakeholders. The regulatory objectives also aim to improve subscribers' satisfaction, uphold service quality, ensure consumer protection, promote competition, and enhance trust within the telecommunications sector in Bangladesh.

Additionally, the BTRC may verify and assess the performance of services to determine whether service providers comply with the defined benchmarks for QoS parameters outlined in these regulations. This assessment may occur randomly or in response to complaints about QoS issues in specific zones or areas. It can be conducted through inspections, drive tests, sample tests, or other measurement methods by officers, employees, or agencies appointed by the BTRC or jointly with service providers.

The BTRC may also instruct service providers to conduct additional specialised QoS assessment tests, surveys, and submit subsequent reports as deemed necessary. Any service provider that fails to maintain the QoS standards, submit the required reports, or comply with any provisions outlined in these regulations shall be liable for breaching these regulations. The submission of inaccurate, misleading, or incomplete information shall also be deemed a violation. Breaching any of these regulations shall constitute an offence, and the person responsible shall be liable for administrative fines under the Bangladesh Telecommunication Regulation Act, 2001.

Mustafa Mahmud Hussain, a telecom expert, said the draft guideline is a significant step toward enhancing the telecommunication services landscape in Bangladesh. With fine-tuning and an expanded scope, it has the potential to align Bangladesh's QoS framework with global standards, fostering consumer trust and driving competitive growth in the sector.

"While the regulation accounts for 4G, VoLTE, and fixed internet, provisions for satellite broadband (e.g., Starlink) and IoT connectivity should be added, given their growing relevance in the evolving telecommunications ecosystem," he added. Hussain noted this draft guideline aligns with ITU standards and offers actionable insights to further enhance the customer experience.

Although the BTRC has implemented more stringent regulations, mobile operators are failing to even maintain the current standards. Hossain Sadat, head of public and regulatory affairs at Grameenphone, said they were included in the consultation process and received a new version of the QoS regulation.

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"We are assessing this version and will provide our response accordingly. We look forward to continuing the consultation process to be able to conclude on an industry-aligned QoS regulation, making it rational and sustainable," he said.

Local mobile operators performed poorly in the telecom regulator's latest drive test to assess service quality, reinforcing users' claims of experiencing substandard services. The drive tests were conducted between February 14 and June 5 last year across Dhaka city corporations, Narayanganj, Keraniganj, and Savar upazilas with the BTRC's newly acquired system from Germany, purchased for 1.5 million euros.

Robi performed the best, failing in only five key performance indicators (KPIs) out of 40 across four areas. Market leader Grameenphone failed in six KPIs, Banglalink in 14, and Teletalk in a staggering 26, according to the test results.

For internet services, only state-owned Teletalk failed to meet the BTRC's benchmarks, with Robi performing the best. However, officials of the operators have expressed disagreement with the findings, claiming that the BTRC's results do not accurately reflect the network's performance and could lead to public confusion.