Amid long-standing complaints about service quality in Nepal’s telecommunications sector, Nepal Telecom has begun implementing significant improvements. The initiative follows directives from Dr. Bikram Timilsina, aiming to enhance service delivery through concrete and coordinated actions.
The Ministry of Communication and Information Technology has introduced a 10-point reform plan under a “results-based governance management system.” Improving Nepal Telecom’s services is a key priority, with a focus on making customer service more accessible, transparent, and technology-friendly. In the past, users frequently faced service disruptions, slow responses, unnecessary procedural hurdles, and delays in resolving complaints. Both the ministry and the company are now working collaboratively to address these issues.
One major improvement addresses a long-standing concern: automatic deduction of balance after data packages were exhausted. This practice has now been discontinued. Instead, customers will receive a notification when 90% of their data is used, helping them better manage their usage. A new “Pay-As-You-Go” (PAYG) option has also been introduced, allowing users to access the internet without a data package and pay based on consumption. Customers can now choose whether to purchase a new package or continue with PAYG.
According to Nepal Telecom spokesperson Rabindra Manandhar, the system is currently in a testing phase and will be fully implemented soon. The feature will be available within 3–5 days for USSD-based data purchases and within 7–10 days for users of the company’s mobile app, offering a smoother digital experience.
To further simplify customer processes, the minister has directed the implementation of a “One-Time KYC” system. Under this system, customers will only need to submit their identification details once, eliminating the need for repeated documentation when accessing services like SIM issuance or renewal. This change is expected to significantly reduce inconvenience and will be implemented within the next 30 days.
Nepal Telecom is also accelerating its digital transformation efforts. Services such as eSIM distribution, complaint handling, SIM recovery, and ownership transfer will soon be available online, allowing customers to access them from home. This is expected to particularly benefit users in remote areas while also reducing congestion at service centers.
Additionally, the company plans to establish “single-point service help desks” at all its offices. These desks will allow customers to resolve multiple issues in one place, reducing the need to visit multiple counters and shortening service time.
Efforts are also underway to improve the quality of 4G mobile network services, which have been widely criticized in various parts of the country. The ministry is preparing policy adjustments and additional frequency allocation to address these issues, with a target to implement necessary reforms within 30 days.
Overall, these reforms signal a comprehensive push toward improving efficiency, transparency, and user experience in Nepal’s telecommunications services.
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