In a troubling revelation for Teletalk customers, the majority find themselves at the receiving end of unresolved issues despite reaching out to the Bangladesh Telecommunication Regulatory Commission (BTRC) for assistance. From March 2023 to February 2024, a staggering 75 percent of complaints lodged through the BTRC’s call center, known as 100 (code), remain unresolved or pending—a dismal testament revealed in BTRC documents.
During this period, Teletalk customers logged 2,085 complaints, with only a meager 25.2 percent seeing resolution. In stark contrast, private telecom giants demonstrated exemplary service standards. Robi Axiata (including Airtel) resolved an astounding 98.7 percent of its 4,472 complaints, while Grameenphone and Banglalink achieved resolutions for 98.8 percent and 99.6 percent of their respective customer grievances.
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This disparity underscores a broader trend. Despite significant government investment, Teletalk experienced a decline in its customer base, losing 2.3 lakh subscribers in 2023 alone, leaving it with 65.5 lakh customers. Meanwhile, the overall mobile subscriber base in Bangladesh flourished, growing by 1.05 crore in the same year, buoyed by robust performances from other operators.
Customer Complaint Resolution Rates:
- Teletalk: 25.2%
- Robi Axiata (including Airtel): 98.7%
- Grameenphone: 98.8%
- Banglalink: 99.6%
Teletalk Faces Disproportionate Complaints Despite Modest Market Share
In proportional terms, Teletalk users voiced a disproportionately higher number of complaints relative to their market share. With a mere 3.38 percent market share, Teletalk accounted for a troubling 11.49 percent of all complaints received by the BTRC. In contrast, Grameenphone, holding a commanding 43.33 percent market share, contributed to 28.58 percent of total complaints—a figure more aligned with its extensive customer base.
As private operators thrive on resolving grievances swiftly, Teletalk’s struggle to address customer concerns appears starkly out of sync with industry norms, raising critical questions about its operational efficiency and customer satisfaction strategies.
Robi, commanding a substantial 30.21 percent market share, disproportionately faced 40.89 percent of customer complaints, while Banglalink, with a 23.09 percent market share, accounted for 19.04 percent.
Addressing the pervasive issue of inadequate network coverage, Nurul Mabud Chowdhury, Teletalk’s Managing Director (additional charge), attributed most complaints to a shortage of base transceiver stations (BTS). These BTSs, crucial for wireless communication, facilitate the transmission of signals between mobile devices and the network.
Chowdhury outlined Teletalk’s proactive steps, including a network expansion project aimed at addressing coverage gaps, with anticipated improvements by June next year.
Operator-wise Market Share:
- Teletalk: 3.38%
- Grameenphone: 43.33%
- Robi Axiata (including Airtel): 30.21%
- Banglalink: 23.09%
Since its inception in December 2004, Teletalk’s ambitious mission to establish nationwide network coverage has evolved into a financial burden for the government, compounded by successive years of significant losses. In the fiscal year ending June 30, Teletalk reported staggering losses amounting to Tk 1,337 crore, marking yet another year of financial distress, punctuated by brief profitability in select years.
Challenges Persist for Teletalk Amid Bangladesh’s Telecom Growth
Recently, dissatisfaction among Teletalk customers has been palpable. Publicly shared grievances on Teletalk’s official Facebook page highlight recurring network issues.
Consequently, Teletalk’s subscriber base has dwindled by approximately three lakh users over the past year, underscoring mounting challenges in customer retention and service quality amidst competitive pressures.
As state minister Zunaid Ahmed Palak urges state-run telecom entities to achieve profitability by June, the future viability and strategic direction of Teletalk remain uncertain in the face of persistently escalating operational and customer service challenges.
Numerous Teletalk customers have consistently expressed frustration regarding the network issues through comments on various posts on Teletalk’s official Facebook page. Despite this, the responses from Teletalk’s customer service follow a predictable script, asking standard questions like the nature of the problem, duration of network issues, and contact details, but many complaints go unresolved. There’s a disheartening lack of follow-up or resolution confirmation from the affected customers.
This recurring pattern of inadequate service has become routine, pushing many customers away from Teletalk. Dissatisfaction grows over what feels like superficial attempts to address complex network problems without substantial improvement. Many regret missing out on competitive voice and data offers due to ongoing network reliability issues.
Despite Bangladesh’s strides in telecommunications since the introduction of mobile phones in 1993, where wireless connectivity now spans urban to rural areas, Teletalk’s struggles stand out. As the sole state-owned operator among four commercial telecom providers in Bangladesh, Teletalk’s journey since its establishment in December 2004 underlines significant challenges in adapting to customer needs and expectations.
From November 2021 to November 2023, Teletalk’s subscriber base fluctuated minimally, growing from 6.56 million to 6.73 million before declining to 6.46 million.
Operator-wise Coplaint Contribution:
- Teletalk: 11.49%
- Grameenphone: 28.58%
- Robi Axiata (including Airtel): 40.89%
- Banglalink: 19.04%
In stark contrast, private operators have seen substantial growth. Robi’s customer base expanded from 53.72 million in November 2021 to 58.38 million in November 2023. Grameenphone, despite a slight dip in 2022, increased its subscribers from 84.04 million in 2021 to 82.14 million in 2023. Banglalink saw a rise from 37.21 million to 43.38 million over the same period.
Teletalk’s Mission in Focus
Many initially chose Teletalk for its affordability and national identity but eventually abandoned it due to consistent network failures.
Despite Teletalk’s efforts, the widening gap between its services and those of private operators highlights an urgent need for strategic improvements to regain customer trust and market share. The future of Teletalk hinges on addressing these fundamental challenges to compete effectively in Bangladesh’s dynamic telecommunications landscape.
Teletalk Bangladesh Limited, a state-owned mobile network operator, emphasizes its commitment to providing affordable telecom products and digital services to cater to the diverse needs of Bangladesh’s populace. Beyond profitability, Teletalk’s mission includes expanding telecommunications infrastructure into remote regions such as the Haor, island, hilly, and coastal areas, where private operators often hesitate due to financial constraints.
Established by the Government of Bangladesh, Teletalk operates with four primary objectives: to extend mobile telecommunication services through government channels, foster healthy market competition alongside private entities, bridge connectivity gaps in underserved regions, and generate revenue for the government.
Despite challenges in investment for network expansion, Teletalk has achieved significant coverage, encompassing most highways and districts across the country, with ongoing efforts to strengthen connectivity in remote areas.
Subscriber Base Trends:
- Teletalk:
- November 2021: 6.56 million
- November 2023: 6.46 million
- Robi Axiata (including Airtel):
- November 2021: 53.72 million
- November 2023: 58.38 million
- Grameenphone:
- November 2021: 84.04 million
- November 2023: 82.14 million
- Banglalink:
However, in the fiercely competitive information technology and telecommunications sector, Teletalk struggles to match the agility and market dominance of private operators, facing critical operational and service delivery challenges.
During a recent meeting with Teletalk officials, State Minister Palak asserted a commitment to uphold principles of integrity, transparency, and accountability, signaling zero tolerance for misconduct or negligence that could jeopardize Teletalk’s and the nation’s interests.
As Bangladesh continues its journey towards technological advancement and inclusive telecommunications access, the future of Teletalk hinges on navigating these challenges effectively, ensuring robust service delivery, and restoring public trust in its mandate as a state-owned telecom operator.
