KATHMANDU: Nepal Telecom has initiated a series of reforms to improve service quality amid longstanding complaints from users regarding disruptions and customer service issues.
The reform process began following instructions from Minister for Communication and Information Technology Dr. Bikram Timilsina, who directed the company to take concrete steps to make service delivery more effective.
The initiative is part of a 10-point reform plan introduced by the Ministry of Communication and Information Technology under a results-based governance management system. The plan prioritizes improvements in customer service, mobile data management, digital service expansion and administrative procedures.
Authorities said the reforms aim to make services more transparent, technology-friendly and accessible. In the past, users frequently complained about service disruptions, slow responses, complicated procedures and delays in resolving grievances.
No automatic balance deduction
One of the key changes addresses a long-standing concern among users: automatic deduction of money from the main balance after a data package is exhausted.
Under the new system, such automatic deductions will be stopped. Instead, customers will receive a notification when they have used 90 percent of their data package, allowing them to monitor their remaining data in advance.
Users will also be able to choose a “Pay-As-You-Go” (PAYG) option, enabling them to use internet services without purchasing a data package, with charges deducted based on usage. Customers can decide whether to purchase a new package or continue with the PAYG option.
According to Ravindra Manandhar, the system is currently in the testing phase and will be fully implemented soon.
He said the feature will be introduced within three to five days for data packs purchased through USSD services, while users of the Nepal Telecom mobile application will receive the update within seven to ten days.
One-time KYC system
Minister Timilsina has also directed the company to introduce a “One-Time KYC” system to simplify customer verification procedures.
Under the new system, customers will only need to submit their personal details once, eliminating the need to repeatedly provide documents when purchasing SIM cards, renewing services or accessing other facilities. The system is expected to be implemented within 30 days.
Expansion of online services
As part of its digital transformation efforts, Nepal Telecom is also preparing to offer several services entirely online.
These include e-SIM distribution, complaint management, recovery of lost SIM cards and SIM ownership transfer. Officials believe the move will particularly benefit customers in remote areas while reducing crowding at service centers.
Single-window support desk
The reform plan also includes the establishment of a single-window support desk at all Nepal Telecom offices, allowing customers to resolve multiple issues from one place instead of visiting different counters.
Improving 4G service quality
The government has also prioritized improvements in the quality of 4G mobile network services, which have drawn widespread complaints in various parts of the country.
Officials said preparations are underway to revise policy arrangements and provide additional frequency spectrum to enhance network quality. The ministry aims to complete the necessary policy reforms within 30 days to improve overall service performance.
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