NTA Seeks Explanation from Ncell Over Deductions from Main Balance Despite Mobile Data Being Turned Off

Dragon Media News Desk

The Nepal Telecommunications Authority has sought an explanation from Ncell Axiata Limited over complaints that money was deducted from customers’ main balances even when they were not using mobile data or had switched data off.

NTA spokesperson Meen Prasad Aryal, while briefing journalists on key decisions taken by the authority during the Nepali month of Shrawan, said Ncell had been asked to explain deductions made under the “Pay As You Go” data charging system.

According to Aryal, the authority has instructed Ncell to immediately and fully resolve the problem and ensure that no amount is automatically deducted from customers’ main balances when mobile data is not being used or has been switched off.

“We have instructed the company to immediately resolve the problem of automatic deductions from customers’ main balances even when they are not using data or have turned it off, and to ensure that such deductions do not occur,” Aryal said.

The authority has also decided that amounts improperly deducted from customers should be refunded as compensation. If the affected customers cannot be identified, the corresponding amount is to be deposited in the state treasury.

Aryal said the authority decided to seek an explanation from Ncell as to why action should not be taken against the company under Section 47(1) of the Telecommunications Act, 1997, citing prolonged unauthorized balance deductions and what the regulator described as inadequate attention to resolving customer complaints in a timely manner.

The NTA has further directed Ncell to conduct an independent audit of its entire billing and charging system, including the logic and algorithms used for its “Pay As You Go” data charging mechanism. The company has been instructed to submit the audit report to the authority within one month.

Meanwhile, the NTA renewed the licences of five internet and email service providers during Shrawan. The companies are Digi Link Network Pvt. Ltd., Jishan Network Pvt. Ltd., WiFi Nepal Pvt. Ltd., Shikhar Net Pvt. Ltd. and Unite Networks Pvt. Ltd.

The authority also decided to recommend to the Ministry of Communications and Information Technology that satellite earth station gateway teleport services be opened after determining the applicable licence and renewal fees.

In another decision, the NTA approved the issuance of a network service provider licence to Vertis Space Pvt. Ltd. in accordance with the Telecommunications Act.

Aryal said the authority made a total of 53 decisions during Shrawan, of which 14 were identified as major decisions.