Pakistan Telecommunication Authority has Cautioned Telenor Pakistan and Mobilink for increasing their helpline call charges without notifying their customers. Sources confirmed us that PTA has further advised both the companies to play prominent message on IVR to announce the increment of charges for helpline calls, as most of users are not informed of updated/revised charges.
It merits mentioning here that Mobilink recently increased helpline charges from .75 to Rs.1.00 per call (excluding tax), while Telenor increased its helpline charges from Rs. 50 to Rs. 1.00 per call (excluding tax).
As per Contract of Service/customer Service agreement Form (CSAF), cellular companies should announce tariff on IVR 30 days prior to actually implement any new charges on helpline calls.
Telenor has already signed this agreement while Mobilink is yet to get the agreement concluded with PTA. Hence, Telenor was cautioned on violating the agreement, and to not to repeat this again.
On other hands, Mobilink was asked to agree on CSAF and not to follow the practice again.
It is supposed that both the companies will start announcing their new rate for helpline calls on IVR.
Spokesmen for both Telenor and Mobilink were not available for comment.