NBTC: Disruptions reimbursed

The telecom regulator plans to force all internet service providers (ISPs) to automatically compensate their customers in the next bill payment period if their services are disrupted.

ISPs that fail to comply may face penalties or fines of 20,000 baht per day, including licence revocation if enough penalties are incurred, said Takorn Tantasith, secretary-general of National Broadcasting and Telecommunications Commission (NBTC).

The move is intended to ensure fixed-line internet broadband users maintain their benefits following the NBTC receiving over 100 complaints through its call centre in the last 12 months.

The NBTC called in all ISPs to discuss the matter and acknowledge the user complaints.

Mr Takorn said ISPs are obligated to fix service disruptions as soon as possible, and are allowed to offer airtime credit to customers during disruption periods, according to existing regulations governing internet service standards.

He said NBTC deliberations reached two conclusions yesterday. First, ISPs must develop call centre systems to facilitate consumers and help them file complaints. Second, ISPs must automatically compensate customers when service is disrupted.

“There is no need to ask regulators to solve their problems,” Mr Takorn said.

Emergencies or disasters driven by uncontrollable factors are the exception and do not warrant compensation, but ISPs and their call centers must monitor the issue.