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Nepal’s telecommunications regulator has issued a sweeping set of directives to mobile service providers, prioritizing improved network quality, stronger consumer protection, wider service coverage, enhanced cybersecurity, and preparations for the rollout of 5G services.

In a press statement released on Friday, the Nepal Telecommunications Authority (NTA) said the directives were issued under Section 15 of the Telecommunications Act, 2053 BS to strengthen regulatory compliance and improve the overall performance of mobile operators.

The move comes amid growing public complaints over poor mobile and internet service quality, frequent network disruptions, inadequate customer support, and limited connectivity in rural areas.

Focus on Network Quality

The NTA has instructed telecom operators to significantly improve network reliability, service quality, and customer experience.

Operators must regularly submit reports demonstrating compliance with the regulator’s Key Performance Indicators (KPIs), including data on network performance, service outages, internet speeds, and customer satisfaction.

Better Customer Support

Placing consumer interests at the center of its reforms, the regulator has directed operators to modernize their customer service systems by adopting advanced technologies, including artificial intelligence (AI), for round-the-clock complaint handling.

Companies have also been instructed to effectively implement their customer charters, strengthen grievance redress mechanisms, and conduct regular customer satisfaction surveys to identify areas requiring improvement.

Expanding Mobile Coverage

The NTA has ordered operators to identify underserved and poorly connected areas and prioritize network expansion in those locations.

Special emphasis has been placed on extending high-speed mobile broadband services to industrial zones, commercial centers, and major urban areas.

Operators must also maintain updated digital maps of their service coverage and submit revised coverage information every three months.

Nationwide 4G Expansion, 5G Roadmap Required

The regulator has made nationwide expansion and quality enhancement of 4G services a key priority.

Additionally, telecom operators have been instructed to prepare and submit phased implementation plans for launching 5G services, beginning with Nepal’s major cities.

The initiative is expected to accelerate the adoption of next-generation mobile technologies and significantly improve broadband connectivity.

Efficient Spectrum and Infrastructure Sharing

Recognizing radio frequency spectrum as a limited national resource, the NTA has directed operators to maximize the efficient use of allocated spectrum.

The authority has also encouraged infrastructure sharing among telecom providers to reduce duplication of investment, lower operational costs, and expand services more efficiently across the country.

Stronger Project Monitoring

Telecom projects implemented with financial support from the regulator must now follow clearly defined implementation schedules, measurable performance indicators, and strict deadlines.

Operators will be required to submit regular progress reports to ensure timely execution of funded projects.

Cybersecurity and Business Continuity

With cyber threats becoming increasingly sophisticated, the NTA has instructed operators to strengthen cybersecurity and network resilience.

The directives require regular security audits, disaster recovery plans, business continuity strategies, and the submission of related documentation to the regulator.

Transparent and Market-Based Pricing

The authority has also called for a more scientific, transparent, and market-oriented pricing system.

Telecom operators must conduct cost-based tariff analyses and regularly review service charges in line with market demand, technological advancements, and consumer needs before submitting proposals to the regulator.

Expected Impact

According to the NTA, the implementation of these directives is expected to substantially improve mobile service quality, expand network coverage, strengthen consumer rights, enhance cybersecurity, and accelerate the deployment of advanced telecommunications technologies.

The regulator said the measures are part of its broader effort to build a more competitive, accountable, and technology-driven telecommunications sector in Nepal.