A call for customer-friendly communication by telecommunication companies

I wish to highlight an unfortunate experience regarding the Public Relations Division of a leading telecommunication company in Sri Lanka.

One of my brothers-in-law recently relocated from Colombo 14 to Dehiwela and sought clarification from this telecommunication giant on the applicable charges for transferring his landline connection  to the new address. When I contacted the PR Division via email to obtain the relevant information, I was advised to visit a Regional Office or their showroom/shop in person.

In an era where digital communication is the norm, such a response is both inconvenient and unnecessary — particularly for a straightforward inquiry regarding service charges. Only after escalating the matter to higher authorities was I able to obtain the required information via email.For the benefit of other customers, I reproduce below the official details shared with me:

Relocation within the same house/floor (Voice Only – Modify Location) charge: Rs. 500. Required Documents: Application form or a letter signed by the owner. Relocation to a different address (single play) charge Rs. 10,000. Required documents: Application form or a letter signed by the owner. Additional note – the customer is required to take the telephone/rosette to the new address. An extra charge of Rs. 4,500 will apply for each additional 100 metres beyond 500 metres from the distribution point.

As a national telecommunications service provider, this company l bears a responsibility not only to deliver connectivity, but also to ensure transparency, efficiency, and customer convenience. Providing clear information through email upon request should be standard practice—not something that requires escalation.

I  request this telecommunication provider to adopt a more customer-centric approach by making service-related information readily accessible through digital channels, thereby saving customers time and unnecessary visits to physical outlets.

Mohamed Zahran

Colombo