Empowering the Digital Citizen: Rights, Resolution & Results
At ISPAN, we believe that a connected Nepal is only possible when every user feels heard, protected, and valued. We don’t just represent ISPs; we champion the standards that ensure your digital life remains uninterrupted and secure.
Your Digital Bill of Rights
In accordance with the NTA Customer Service Charter (Badapatra) 2079, every internet user in Nepal is entitled to specific protections. ISPAN ensures its members uphold these fundamental rights:
|
Right |
What it Means for You |
|
Transparency |
Clear information on tariffs, FUP (Fair Usage Policy), and contention ratios before you sign up. |
|
Reliability |
Minimum download speeds (at least 15 Mbps for fiber) and timely restoration of services. |
|
Privacy |
Your personal data and browsing history are protected under the Privacy Act; no data sharing without consent. |
|
Redress |
Access to a dedicated complaint mechanism and compensation for prolonged, unannounced service outages. |
How ISPAN Resolves Issues
While your first point of contact should always be your specific ISP, ISPAN serves as the industry ombudsman. We work behind the scenes to streamline how complaints are handled across the country.
1. The 24-Hour Resolution Mandate
Under the latest NTA bylaws, our member ISPs are committed to investigating and addressing technical complaints within 24 hours. If a service remains down due to a provider’s fault beyond the committed timeline, you have the right to claim credit or service extensions.
2. Dispute Mediation
When local issues—like the NEA cable-cutting incidents—affect your connection, ISPAN steps in. We act as the legal and diplomatic voice for the industry, negotiating with government bodies to prevent service disruptions that are outside the ISP’s direct control.
3. Privacy & Data Security
We mandate that our members implement robust cybersecurity measures. ISPAN provides a framework for ISPs to handle sensitive information, ensuring that your digital footprint in Nepal remains private and secure.