1. Tariff Awareness Guide for
Consumers
Mu h a m m a d Ra s h e e d
Kh a n
AD , C A
Pakistan Telecommunication Authority

2. Agenda
w Background
w Issues discussed in the Consumer Awareness
Guide
w Recommendations
2 P a k is t a n T e l e c o m m u n ic a t io n
Au t h o r it y

3. Before we begin……………..
w Y o u m a y f in d t h e g u id e o f
l it t l e v a l u e — b u t y o u a r e
the experts
w T h e g u id e is f o r a n
average c o n s umer
3 P a k is t a n T e l e c o m m u n ic a t io n
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4. Why?
w Background
◘ Ta r g e t s a n d Go a l s
2 01 1
◘ Small read able
d ocument for
consumer
e d u c a t io n a n d
4 awaren es s P a k is t a n T e l e c o m m u n ic a t io n
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5. Objectives
◘ H e l p c o n s u m e r s m a k e a n in f o r m e d c h o ic e
◘ In f o r m c o n s u m e r s o f t h e ir r ig h t s
◘ In f o r m c o n s u m e r s o f O p e r a t o r s ’
o b l ig a t io n s a n d P T A’s r o l e in t a r if f r e l a t e d
matters
5 P a k is t a n T e l e c o m m u n ic a t io n
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6. Why?
◘ C o n s u m e r w e l f a r e — a p r io r it y
f o r PTA
◘ P T A in s t r u c t io n s r e g a r d in g
co mplete an d acc urate
t a r if f in f o r m a t io n
◘ Av o id in g m is l e a d in g
a d v e r t is e m e n t
◘ T a r if f p a c k a g e s a n d
p r o m o t io n s a r e b e c o m in g
mo re an d mo re c o mplex
◘6 In c r e a s e d c o n s Pu k mt ae Tr l e c o m m u n ic a t io n
a is n e
Au t h o r it y

7. Getting Tariff Information
w What type of package suits me?
◘ D o n o t r u s h f o r a n a d v e r t is e d p a c k a g e
◘ S e e k a l l n e c e s s a r y in f o r m a t io n
◘ K n o w y o u r n e e d s f ir s t :
◘ Do yo u talk eq ually o n all n etw o rk s ?
◘ Do yo u talk to a s elec t gro up o n th e s ame
network?
◘ H o w m u c h d oP ay isot aun Tu l s c e m t ue icxa tioin g (S M S )?
7 k e e o m n t n
Au t h o r it y

8. Getting Tariff Information
w What are my options?
◘ F in d a v a il a b l e p a c k a g e s t h a t c l o s e l y m e e t y o u r
need s
◘ S e e k a l l n e c e s s a r y in f o r m a t io n f o r e a c h
c a n d id a t e p a c k a g e — As k t h e f o l l o w in g
q u e s t io n s :
 P a c k a g e p r ic e ? (P a y a t t e n t io n t o n u a n c e s
s u c h a s Peak, Off Peak, P e r M in u t e o r P e r S e c o n d
call-charging pulse f e a t u r e s . C a l c u l a t e t h e
e f f e c t iv e p e r m in u t e p r ic e f o r b e t t e r
c o m p a r is o n )
8 P a k is t a n T e l e c o m m u n ic a t io n
Au t h o r it y

9. Getting Tariff Information ….
w What are my options?
> O t h e r t e r m s a n d c o n d it io n s ? (validity, package
conversion charge, balance inquiry fee, detailed bill fee.)
P a y a t t e n t io n t o fine print d e t a il s )
R e m e m b e r : the devil is in the d etails.
> T a x e s in c l u d e d o r e x c l u d e d ?
> F r e e m in u t e s / F r e e b a l a n c e
> U n l im it e d ? R e a l l y … .? (F a ir u s a g e p o l ic ie s )
> C o s t o f a n c il l a r y s e r v ic e s (a s s is t a n c e
s e r v ic e s )(help line, credit recharge)
9 P a k is t a n T e l e c o m m u n ic a t io n
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10. Taxes
> L e v ie d o n a l l t e l e c o m
s e r v ic e s (e x c e p t r e t a il
bro ad ban d )
> D e d u c t e d in a d v a n c e (W H T @
1 0%)
> D e d u c t e d o n u s a g e (F E D @
1 9 .5 % )
> F in d t h e l a t e s t a p p l ic a b l e
rates
> Th e y a r e p a r t o f y o u r
1 0 P a k is to n te l e c lm m u nu atio-o f -p o c k e t
t a T a o o ic t n
Au t h o r it y

11. Other Operator Charges on Prepaid Mobile
w Service Charge on account reload
> @ 7 % Te l e n o r
> @ 5 % M o b il in k , U f o n e , W a r id , Z o n g
w Ac c o u n t M a in t e n a n c e C h a r g e /O p e r a t io n a l
F e e /Ad m in F e e o n p r e p a id a c c o u n t r e c h a r g e
> @ 1 .5 % Z o n g
> @ 2 % M o b il in k , U f o n e , W a r id
wTa x es apply
1 1 P a k is t a n T e l e c o m m u n ic a t io n
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12. Help Line Charges of Major Operators
> IV R c h a r g e s m a y b e l o w e r
> C h a r g e d o n p e r c a l l b a s is
> C h a r g e s f o r t a l k in g t o c u s t o m e r
r e p r e s e n t a t iv e (in P a k R u p e e s e x c l u d in g
t a x e s ):
1 2 P a k is t a n T e l e c o m m u n ic a t io n
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13. What does PTA do to ensure I am not overcharged?
> B il l in g v e r if ic a t io n
a n n u a l l y u s in g s t a t e -o f -
t h e -a r t t e c h n o l o g y
> S o f a r n o a l a r m in g
a b e r r a t io n s o b s e r v e d
1 3 P a k is t a n T e l e c o m m u n ic a t io n
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14. Where to look for Information?
w Sources of Information
> Ad v e r t is e m e n t s o n l y h ig h l ig h t k e y f e a t u r e s
> C o n s u l t c r e d ib l e s o u r c e s t h a t c a r r y
c o m p l e t e in f o r m a t io n
> P T A w e b s it e h o s t t a r if f s o f s e l e c t e d
s e r v ic e s o f m a j o r o p e r a t o r s :
• PTCL
• DSL
• M o b il e
– P r e p a id
– P o s t p a id
1 4 P a k is t a n T e l e c o m m u n ic a t io n
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15. Where to look for Information?........
> Consumer Alert o n P T A w e b s it e a l e r t s
c o n s u m e r s o n m a t t e r s o f im m e d ia t e
concern
> O p e r a t o r s ’ w e b s it e s c o n t a in a l l t h e
r e q u ir e d t a r if f in f o r m a t io n
> Co n t ac t t h e o p e r at o r t h r o u g h :
• H e l p l in e
• F r a n c h is e
• S e r v ic e c e n t r e
1 5 P a k is t a n T e l e c o m m u n ic a t io n
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16. Other tariff related issues
w P r e m iu m R a t e S e r v ic e s
> S h o r t Co d e s
> 09 00
> S ig n if ic a n t l y h ig h e r t a r if f s
> F in d o u t t h e c o s t f ir s t … …
1 6 P a k is t a n T e l e c o m m u n ic a t io n
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17. Other tariff related issues …….
w T a r if f c h a n g e b y t e l e c o m o p e r a t o r s
> M o b il e P o l ic y
> P T A’s a p p r o v a l n o t r e q u ir e d (e x c e p t f o r
PT C L)
> P T A’s d ir e c t iv e o n o p e r a t o r a s s is t a n c e
s e r v ic e s (h e l p l in e , b a l a n c e in q u ir y , r e l o a d
w e t c ) f r e l a t e d o b l ig a t io n s o n t e l e c o m
T a r if
o perato rs
> Ad v a n c e n o t ic e
> T a r if f in f o r m a t io n , c o m p l e t e , n o t m is l e a d in g
> C h a r g e d a s p e r a d v e r t is e d t a r if f (n o h id d e n
c h arges )
1 7 P a k is t a n T e l e c o m m u n ic a t io n
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18. Other tariff related issues …….
w MN P
> C h a n g e o p e r a t o r b u t r e t a in y o u n u m b e r
e v e n t h e f o u r d ig it p r e f ix
> N o f e e s (e f f e c t iv e l y )
1 8 P a k is t a n T e l e c o m m u n ic a t io n
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19. Complaints
> C o n c e r n e d o p e r a t o r — t h e f ir s t p o in t o f
c o n tac t
> PTA
 HQ
 Z o n a l O f f ic e s
 W e b s it e
 E m a il
> Ma jo r O p e r a t o r s
 Ad d r e s s e s , P h o n e , F a x , H e l p l in e
1 9 P a k is t a n T e l e c o m m u n ic a t io n
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20. Recommendations
> L a u n c h c o m p r e h e n s iv e c o n s u m e r e d u c a t io n
pro gramme
> L ia is e w it h c o n s u m e r o r g a n is a t io n s f o r
c r e a t io n o f P e r m a n e n t T e l e c o m C o n s u m e r s
F o r u m t o g iv e c o n s u m e r s a f o r m id a b l e v o ic e
f o r p r o t e c t io n a n d p r o m o t io n o f c o n s u m e r
r ig h t s .
> S im il a r g u id e s o n o t h e r a s p e c t s o f c o n s u m e r
in t e r e s t s
20 P a k is t a n T e l e c o m m u n ic a t io n
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21. T h a n k y o u f o r p a t ie n t
l is t e n in g … … ..
21 P a k is t a n T e l e c o m m u n ic a t io n
Au t h o r it y