Bangkok: The NBTC has directed True to reassess its compensation strategies for users impacted by signal disruptions, stipulating that charges should not be applied during service outages and recommending more than 10 GB of data and unlimited free calls exceeding 100 minutes within a 24-hour period. Additionally, compensation packages for both monthly and prepaid customers will be distinctly categorized.
According to Thai News Agency, Mr. Trirat Viriyasirikul, Deputy Secretary-General and Acting Secretary-General of the National Broadcasting and Telecommunications Commission (NBTC), announced that the NBTC called for an urgent meeting with True Move H Universal Communication Co., Ltd. (TUC) to address the mobile signal and internet disruption that occurred on May 22. True's initial compensation offer, which included '100 free minutes of calls and 10 GB of free data within 24 hours,' failed to meet public expectations, prompting this review.
During the meeting, True was instructed to revise its compensation approach into two distinct parts. The first part involves stopping service charges during periods when the service is unavailable, complying with the NBTC's contract standards announcement. The second part requires True to enhance its remedial measures by offering data exceeding 10 GB and free calls beyond 100 minutes without limitations for 24 hours. The compensation packages must be explicitly separated for general monthly customers, Unlimited package users, and prepaid customers. Moreover, the method of accessing these benefits should not involve sending a short message with an attached link. The NBTC also suggested that True strengthen its preventive measures to ensure quality, efficient service nationwide.