PTA Cautions Telenor and Mobilink for Increasing Helpline Charges without Notifying Customers

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.

Tech reporter with over 10 years of experience, founder of ProPakistani.PK


  • VKA

    It is so unfortunate always to bear unbearable charges not only from Cellular companies but also repeatedly from PTCL?
    We had never seen same sort of cautions ever been given to PTCL for violating innumerables times.
    We , the consumners are always regarded as a point of making money with the conninvance of PTA?
    There there should be a clear cut strict action against all those violating rules to refund the amount all exhorted amount to poor consumers?.

  • Shahmir Sultan

    Customer services are services for the customer where the customer is supposed to be the king!

    Zong has also put charges per minute, on their customer service helplines. Customer service is to fascilitate the customers for queries regarding the services offered, and if this helpline service itself is charged to the customer – we can say the customers are being avoided for no reason!

    Zong – said that they have started charging per minute on their customer helpline numbers, because to improve their customer service! In otherwords to welcome only serious & priority customers!

    It is no surprise but is certainly descrimination practiced by the Telecom Service providers!

    • Malik Husain

      I am trying to contact their head office in islamabad, from last 2 days. i might have dialed their number more than hundred times. no one pick up the phone.I was getting thretening text messages from one of their customers. I live in USA. I was surprised how this kind of companies stay in business and a pakistani has to go thru a lot to deal with these people who don’t do their job.No wonder Pakistan is where it is.The person has to threat me in usa. Looks like he/she ran out of numbers in pakistan.

  • 03025080580

    we sori for very bad service from mobilink pakistan is all over the pakistan bad service n bad compine from mobilink no helpline custamer care no respounce for custemr ( call center ) thos all mumber in call center …cheter… you no ….cheter…. after 5 day ogo call a mobilink help line for aicvite GPRS but setll not workink.
    i dont no way>??????

  • ZESHAN

    Bad sesvices. always atnt cal late. and much more.