TRC in a mess; public driven from pillar to post

In an era of rapid technological advancement, one would assume that losing a mobile phone could be addressed swiftly and efficiently. However, for a close friend of mine, Anura (not his real name), a senior professional and well-connected individual, the ordeal of tracing his lost iPhone 15 exposed a web of systemic inefficiencies, poor communication, and hidden truths.

Anura lost his phone on 15 Dec., 2024, while travelling in a Colombo suburb. What followed was a grueling process that highlighted the bureaucratic labyrinth ordinary citizens must navigate. Acting on the advice of two telecommunications veterans, he embarked on a quest to retrieve his phone only to encounter roadblocks at every turn.

Ravi, a retired IT engineer with over four decades of experience, outlined a standard procedure: file a police report, present it to the mobile network provider, and let the Telecommunications Regulatory Commission (TRC) handle the rest. Siri, a board member of a prominent telecom network, confirmed that bypassing the police was not an option due to legal requirements.

Despite their expertise, neither expert was aware of a critical fact: the phone-tracking system had been compromised in 2022. Anura’s initial attempts at the police station were equally disheartening. Officers refused to provide him with a copy of his complaint, citing outdated practices, and he spent hours navigating red tape before finally obtaining a certified copy.

With the police report in hand, Anura visited the TRC in Narahenpita. The experience was no less frustrating. Initially directed back to the police by security staff, Anura had to argue his way into the premises. Inside, a polite but unhelpful officer informed him that the system for tracing lost phones had not been operational since 2018.

The officer defended the TRC’s actions, stating they had informed the Inspector General of Police of the changes, expecting the information to trickle down to individual stations. Anura, however, was unimpressed. “This top-down communication approach is ineffective,” he argued, highlighting the needless time, effort, and money wasted by citizens due to a lack of public awareness.

During his discussions, Anura uncovered an unsettling truth: the phone-tracking system was compromised.

“Your problem,” Anura told the TRC officer, “is sending people here and there without telling them the truth. If criminals know the system is down, they might exploit it—but hiding it isn’t the solution.”

Frustrated but undeterred, Anura vowed to bring the issue to light. He criticised the TRC for its lack of accountability, calling for a more proactive approach to public communication. “If I were the minister or the PM, I would prioritise making citizens’ lives easier and saving public resources,” he said.

On his way out, Anura ensured he had proof of his visit by photographing the TRC’s logbook, documenting yet another step in his relentless pursuit of accountability.

Anura’s experience serves as a cautionary tale about the consequences of poor communication and systemic inefficiencies. It underscores the urgent need for:

Transparent Communication: Regulatory bodies like the TRC must ensure critical updates reach all stakeholders, including the public, in a clear and accessible manner.

Streamlined Processes: Citizens should not have to endure unnecessary delays and expenses to resolve simple issues.

Accountability: Authorities must take responsibility for addressing systemic failures instead of deflecting blame.

As citizens, we must demand better. Until then, stories like Anura’s will remain a stark reminder of the work that still needs to be done.

The aforesaid incident highlights the need for transparent communication, streamlined processes, and greater accountability from regulatory bodies. Anura’s ordeal is a wake-up call for systemic reform to save citizens from unnecessary inconvenience and wasted resources.

Eng. P. N. D. Abeysuriya

Colombo