DHAKA – The Bangladesh Telecommunication Regulatory Commission (BTRC) has set a new Quality of Service (QoS) benchmark, requiring all operators to deliver a minimum 4G download speed of 10 Mbps across the country. The policy, approved last week and announced by the Ministry of Posts, Telecommunications and IT, is aimed at improving service quality, enhancing user experience, and ensuring accountability in both urban and rural areas.
For the first time, the QoS framework applies not only to mobile operators but also to National Telecommunication Transmission Network (NTTN) operators and internet service providers (ISPs).
Key Provisions of the New Framework
- Voice Services:
- Call setup success rates must reach 99% at the network level and 98% at district and upazila levels.
- Call drop rates must stay below 2%.
- VoLTE user experience index must score at least 3.5.
- Data Services:
- 4G speeds must achieve at least 10 Mbps for downloads and 2 Mbps for uploads.
- Average user speeds must be at least 3.5 Mbps (network level) and 2.5 Mbps (district level).
- Fixed Internet & Telephony:
- Operators must deliver at least 95% of subscribed speeds.
- Call setup success rate of 99%+ with call drops below 1%.
- Fibre faults must be resolved within 4 hours in metro areas and 6 hours in rural regions.
- Customer Service:
- Non-network complaints must be resolved within 28 days.
- 90% of customer calls should be answered within 40 seconds, and all within 90 seconds.
From September 2025, BTRC will conduct monthly performance checks and drive tests to ensure compliance, covering accessibility, retainability, and network integrity.
