True is directed by the NBTC to review and adjust customer compensation following mobile and internet disruption
The National Broadcasting and Telecommunications Commission (NBTC) has instructed True Move H Universal Communication to revise its compensation plan for customers affected by a recent disruption to mobile phone and internet services.
Following an urgent meeting with True on Friday, the acting secretary-general of the NBTC, Trairat Viriyasirikul, disclosed that the regulator had ordered the telecom giant to reconsider its remedial measures for users impacted by the outage, which occurred on Thursday.
The original compensation, consisting of 100 minutes of free calls and 10GB of free data within 24 hours, was deemed insufficient by the public and affected users, leading to the revision directive.
Under the new compensation plan, True must not charge customers for services during the period they were inaccessible, in accordance with NBTC's regulations on service contracts. Moreover, the revised compensation should surpass the initial offer, providing more than 10GB of data and over 100 minutes of free calls, without restricting usage to just 24 hours.
The revised compensation policy should also differentiate between postpaid and prepaid customers and those on unlimited call and data packages. Additionally, the claiming process should be made more user-friendly, not relying solely on SMS messages containing links.
In addition, the commission has urged True to enhance preventive measures to ensure reliable and efficient communication services nationwide.
Meanwhile, the Thailand Consumers Council (TCC) has criticized the initial compensation measures as unfair to more than half the country's consumer base. The council points out that the compensation should expand beyond the initial offer, extend the validity to 30 days or one full billing cycle, provide a clear compensation policy for users with unlimited packages, and customize support for diverse service usage patterns.
The TCC has requested True to provide an explanation of the root cause behind the nationwide service disruption, which also affected international roaming services. Furthermore, the council has urged True to implement robust measures to prevent future outages and ensure timely user notifications.
Tags: NBTC, TCC, consumers, mobile, Internet, True, Compensation, outage
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Overview:
Following a nationwide disruption in services, the NBTC has ordered True Move to revise its compensation measures, taking into account concerns raised by the TCC regarding enhancing the offer, ensuring no charges during the outage, and providing differentiation for customer types and a user-friendly claiming process. The TCC has further called for an explanation of the root cause, implementation of preventive measures, and strict requirements for extensive user notifications to minimize future damage. These measures aim to address both immediate financial impact and broader systemic issues, ensuring customers receive fair compensation and service reliability is improved.
- The revised compensation plan by True Move, as ordered by the NBTC, should offer more than 10GB of data and over 100 minutes of free calls to customers affected by the outage, with the validity extended beyond 24 hours.
- In addition to the revised compensation, the TCC has urged True to provide a clear and comprehensive compensation policy for users with unlimited packages, considering diverse service usage patterns.
- The Thailand Consumers Council (TCC) has criticized the initial compensation measures of True, stating that they should also include robust preventive measures to avoid similar future outages and ensure timely user notifications in the event of disruption.
