Franchise Policy

Franchise Policy
Franchise Policy Review By: GM S&D
PTCL reserves the right to change/amend franchise policy at any time without giving prior notice.

Objectives of Franchise Policy
 To bring clarity and transparency in franchisee selection and appointment process.
 To ensure the implementation of uniform and consistent Franchise policy across the
PTCL network.
 To regulate franchise channel management with good governance.
 To provide the best possible customer services through efficient franchise network to
PTCL customers.
 To facilitate franchisees to deploy all modern ways of communication in serving the
potential and existing customers.
 To provide all services being offered by PTCL under one roof.

This franchise policy is categorized into the following:
Part 1. Franchise Need Establishment Process
Part 2. Franchise Identification
Part 3. Franchise Hiring Procedure
Part 4. Roles and Responsibilities of Franchisees
Part 5. Franchise Training
Part 6. Complaint against Franchise
Part 7. Franchise Termination
Part 8. Brand Name Usage
Part 9. Franchise Effective Management
Part 10. Franchise Commission

Part 1
Franchise Need Establishment Process

Franchise Need Analysis
The following are the requirements to be addressed before going for new franchises in a
territory/area for PTCL business:
 If additional investment is required to finance the growing business of PTCL.
 If there is a need to enhance the availability and visibility.
 If reach of the customer to PTCL product / services is required to be improved.
 If there is a need to support the expanding brand portfolio.
 If existing franchise fails to meet his assigned targets in his territory/area.
While analyzing the above factors, the following should also be taken into account:
 Existing number of franchise serving in the territory/area.
 No. of BTS/DSL ports/fixed lines in the above mentioned territory and the available
saleable capacity along with the utilized and installed capacity.
 Business potential indicators of above mentioned territory.
 Level of investment undertaken by the existing franchises.
 Sales & retail penetration level of existing franchises.
 Level of compliance to company policies.
 Any other related issues of commercial importance (Product Life Cycle etc).
Sales Executive/Sales Manager will have to submit a detailed report considering the above
mentioned factors to GM Consumer Services of his Zone who would forward his
recommendations to GM S&D/EVP Consumer Services (Headquarters) for approval.
Need Analysis form is annexed.

Part 2
Franchise Identification

Franchise Identification
Potential Franchises can be identified from the following:
 Existing database of parties who have shown their interest in doing business with PTCL.
 Parties identified by the sales field force through market visits who have the potential to
conduct business with PTCL.
 Franchises of other telecom services providers who are willing to join PTCL.
 Franchises of other businesses which have good distribution network and having good
understanding of retail business.
 Through advertisement in media and on PTCL Web Site.

Franchise Standardization
Activity Description
Category
A
Category
B
Category
C
Main Commercial Area Y - -
Location Main Road Facing Y Y -
Easy Access Y Y Y
Nearby Parking Area Y Y -
Required space 800 sq.ft. 500 Sq.ft -
Architect Approved
Design
Y Y -
Logo Wall Y Y Y
Space, Design, Manager’s Room Y Y -
Furniture and Front Counter for Sales
and CS
Y Y Y
Fixtures Configuration / Repair
Area
Y Y -
Stores Y Y -
Kitchenette Y - -
Wash Room Y - -
Customers’ Waiting Area Y - -
Front fracia Y Y Y
In-Store and Back Drop Logo Y Y Y
Out-Store Approved Color Scheme Y Y -
Product Display Y Y Y
Replaceable Poster
Display
Y Y -
Telephone 3 Lines 1 Line 1 Line
Fax Machine 1 Line 1 Line -
PABX 6-8 points 2 points -
DSL Y Y -
Equipment UPS / Gen Set Y Y -
Tools Fire Extinguishers Y Y -
Security Alarm System Y - -
Lockers Y Y -
POS material Y Y Y
PCs / LCD monitors 5 3 1
WLL Sets (FWP and
Handhelds)
Y Y Y

FWT Y Y Y
RUIM / MDNs Y Y Y
EVDO cards Y - -
Wire line Connections
Sale
Y Y -
Wire line Tariffs and
Packages sale
Y Y -
Product Range Bills Collection Y Y -
Wireless PCO phones Y Y Y
Broadband products
(DSL)
Y Y -
IPTV sale Y - -
V scratch cards Y Y Y
PTCL PPCC Y Y Y
Paknet Cards Y Y Y
All up-coming products Y Y Y
Activity Description
Category
A
Category
B
Category
C
Franchise Manager 1 1 -
Account Manager 1 - -
Front Counter Staff (Sales
Executive)
3 2
1
Human
Resources
Front Counter Staff (CS
Executive)
2 1
1
External Sales Team (For
Retail Sales Management)
3 1
1
Technical Staff for level 0
and 1 repairs of terminals
and configuration
1 1
-
Cashier 1 1 -
Tea Boy 1 -
Security Guard 1 1 -
Sales and Distribution of
all PTCL products in the
assigned area
Y Y
Y
Local promotion initiatives
for all PTCL products in
the assigned area
Y Y
-

Achievement of all Sales
Targets
Y Y
Y
Establishing Sub-Dealers
according to the
requirement in assigned
area
Y Y
-
Establishing and enhancing
retail Network for
increased penetration
Y Y
-
Monitoring of Sub-Dealer
and Retailers to ensure
product availability and
visibility
Y Y
-
Functions
Responsibility of keeping
PTCL retail pricing in tact
all the times
Y Y
Y
Providing Customer
Services to the customers
satisfaction and
coordinating with vendors
for good after sales
services
Y Y
Y
Management of customers
database by immediate
entry of data into system
after sale is made
Y Y
Y
Proper Daily / Weekly /
Monthly Reporting
Y Y
Y
Configuration of own sets
and after sales services
Y Y
-
Availability of accessories
for all type of PTCL
products
Y Y
Y
Implementation of PTCL
Policies and Procedures at
the franchise
Y Y
Y

Part 3
Franchises Hiring Procedure

Franchises Hiring Procedure
 Franchise hiring will be the responsibility of concerned GM Consumer Services Zone.
 In case GM Consumer Services Zone wants to appoint new franchise’, “Need Analysis”
must be done & forwarded to GM S&D / EVP Consumer Services (Headquarter) after
having consultation with EVP Business Zone. (Annexure A).
 Upon approval of the same, concerned GM Consumer Services Zones will proceed with
the plan to induct new franchise as per franchise policy.
 If GM Consumer Services wants to collect database of interested parties having relevant
experience through print advertisement in leading / local newspapers (inviting people to
apply to PTCL for becoming franchisee), he will have to request in writing to GM S&D
who will forward this request with his comments to EVP Consumer Services
(Headquarters). After evaluating such requests, GM S&D/EVP Consumer Services
(Headquarters) will forward it to Marketing for processing. Senior Manager Sales support
based in headquarters will coordinate with Marketing Department/Corporate
Communication Department for timely printing of advertisement.
 All the applicants will have to fill in a standard Franchise Application form & attach all
enclosures as mentioned in TOR section (Annexure G); the franchise applications must
be sent to the concerned Regional Sales Office for further processing. (Franchise
Application Form and detailed TOR will be available at the official web site of PTCL
(http://ptcl.com.pk)*.
 New Franchise will be evaluated & selected by Interview Board consisting, minimum of
3 officials. Out of these, minimum of 2 officials will be from the respective Zone and 1

official from local finance department. GM Consumer Services Zone will head this
interview board.
 Level of representative of finance department in the interview board will not be less than
that of AAO. The main role of representative of finance department is to evaluate the
financial status of the applicants appearing before the interview board according to the
financial documents provided by the applicants.
 All the applicants of WLL franchise must be evaluated according to the prescribed
Franchise Evaluation Sheet (Annexure B). Here appropriate numbers should be given to
each applicant appearing before interview panel & a final recommendation must be
written on that format by all members of interview board. This evaluation sheet has to be
signed by all the board members and must be kept in the concerned Regional Sales
Office.
 Franchise recommendations on the regional level shall be made on the approved form of
(Final Franchise Recommendation) (Annexure C); same will have to be signed by the
team members of Interview Board (i.e., GM Consumer Services Zone, Senior Manager /
Sales Manager and representative of finance).
 Signed copies of Annexure A, B & C will be kept in Concerned GM Consumer Services
Zone’s Office under the supervision of Senior Manager Distribution Sales. Concerned
officials of PTCL (from Sales Department / Internal Audit Dept etc) should have access
to these documents.
 Keeping in view the recommendations made on Annexure C by members of Interview
Board, GM Consumer Services Zone will categorize the recommended applicants & then

send recommendations to GM S&D/EVP Consumer Services (Headquarters). This
recommendation must include following:
 Interview results of all applicants who appeared before interview panel must be
tabulated on a prescribed format (Annexure D-1)
 Along with the cumulative results, another list must also be attached, mentioning the
name of recommended applicant and backup applicants (if any) for certain
territory/area (Annexure D-2)
 Classified information about the newly inducted franchise i.e., infrastructure
requirements, expected sales etc must be attached with this recommendation.
(Annexure E).
 Soft copy of Franchise Appointment Form must be filled & sent along with this
recommendation. (Annexure F).
Hard Copy of Annexure F must be filled in, signed & stamped by the franchisee. Additional
enclosures must be attached with Annexure F and the same should be kept in safe custody in
Zonal Office under the supervision of GM Consumer Services Zone.
 GM S&D/EVP Consumer Services (Headquarters) will review the detailed
recommendations sent for induction of new franchisee and will have Final Authority to
either to APPROVE or REJECT new franchisee recommendation.
 Upon approval of recommendation by GM S&D/EVP Consumer Services (Headquarters)
for new franchisee, the same information will be forwarded to GM Consumer Services.
 GM Consumer Services Zone will get the Franchisee Agreement singed from newly
inducted franchisee on the behalf of the PTCL (Annexure H) under intimation. It may be

noted that SEVP Commercial will sign Franchisee Agreement on the behalf of PTCL as
per new policy.
 Franchisee Agreement will be printed on legal size white papers. However, page no .1 &
page no 11 of Franchisee Agreement will be printed on the legal paper (having a
minimum / above the worth of Rs. 50/- each)
 Original signed Franchisee Agreement will be sent to Senior Manager Distribution Sales
in Head Office whereas the copies of the same will be kept in the concerned GM
Consumer Services Office under the supervision of Senior Manager Distribution Sales.
 After getting the confirmation of signing of Franchisee Agreement, Senior Manger Sales
Support will activate the newly inducted franchisee in the franchisee list. The same
franchisee will be allocated franchisee code and will also be added in the On-line Sales
System.
 Regional Sales Office will constantly monitor franchisee’s performance according to the
Key Performance Indicators (Annexure I).
 In case of non-compliance of prescribed company policies by a certain franchisee, the
same will be issued written warnings (as prescribed in Franchisee’s Agreement). These
warnings will be sent to the franchisee via registered courier & franchisee-wise record
will be kept under the supervision of Senior Sales Manager/Sales Manager.
If case of constant non-compliance of instructions issued to the franchisee from the regional
staff, GM Consumer Services may give formal termination notice after consultation with GM
S&D/EVP Consumer Services and Legal Department of PTCL (The text of the letter would be
vetted by the Senior Legal Advisor as per new policy) giving 30 days Notice for Termination of
Franchisee Agreement. After the passage of required time, termination of the franchisee will

automatically be executed. During the notice period company may extend the services of any
existing franchisee on the temporary basis in the territory/ area of the concerned franchisee in
order to avoid the loss of business.
Types of Franchise
Franchisees can be categorized into three types depending upon the characteristics and their
abilities to perform and expanding their distribution networks.
Franchise Type Brand Portfolio Classification
A
Entire brand portfolio, privileged
service from PTCL
Exclusive in all aspects
B
Selected brand portfolio, Must have exclusive sales
force.
C
Limited brand portfolio Can be combined with
others.

Part 4
Roles and Responsibilities of Franchises

Franchisee Profile
 Applicant should be a business oriented person with an appropriate educational
background. He/she is willing to enter into an exclusive long term contractual
performance based agreement with PTCL.
 He/she must be financially sound as significant investment will be needed:
o To build outlet according to the PTCL lay out plans.
o To purchase PTCL products.
o To hire a quality team to support the business and to achieve sales targets and
retain customers.
o To develop distribution network in his/her territory.
o To execute PTCL policies regarding sales & distribution in true spirit and yield
results according to the targets assigned.
 Willing to leave franchise of other service operators that are in direct competition with
PTCL (Only in case of A class franchise).
 Must not have any criminal record against him/her or have been adjudged insolvent at the
time of filing of the application and at any time prior to that.
 Must be a permanent resident (by residing in that city) of the city for which he/she has
applied for the franchise.
 Must be fluent in the regional language of the area for which he has applied.
 Must not be involved in any anti state activities.
 He/she should own ownership deed or having a lease contract of the premises of the
present operations (if any).

 Should have copy of contract with the service operator (if any).
 Paid utility bills of last month of business premises (if any).
 Details of the scale of business with number of employees, job descriptions of the
employees, connections sold in the last six months (along with the receipts), presently
drawn commission from service operator (required only for those applicants who already
are franchisees).
 Must show the present sources of income.
 Income tax certificate of last year, a copy of the returns filed along with NTN.
 Attested copy of CNIC.(Computerized National ID Card) copy.
 Statement of outstanding loans (if any).
 Financial statements (like bank balance, monetary instruments and other internal
documentation of his business).
 Must have the time and capability to run PTCL franchise business personally or through
competent and qualified management.
(In case of any disclosure of relevant information on part of the applicant, he will be disqualified
automatically).
Role of Franchisee
Since the organization is willing to invest its time and money in the franchises and ensure a
steady growth and sustainability for them. Therefore, it is expected from them to function in a
manner, which is best suited for the success of the organization.
It is expected from the franchisees that they must work for the best interest of the organization
and play a positive and constructive role in expanding the customer base of the organization.

 They are expected to meet all the targets set for them by the organization.
 They in their roles of independent contractors must respect and follow all the rules and
regulations which apply to organizational employees.
 They must implement all the advertising & promotion and other activities initiated by the
company as instructed.
 They should focus more on retailing and deploy the appropriate sales team to cover the
total number of outlets in their allocated territory or area.
 Provision of adequate human & financial capital for continued business development.
 To continuously work in line with PTCL business policies in order to make their business
financially viable and reflect a true PTCL corporate identity to the market where
customers can walk in confidently.
Duties and Responsibilities of the Franchisee to the Customers
An authorized franchisee of PTCL is responsible not only to the organization but also to the
customers. Therefore, the franchisee must:
 Understand the requirements of each customer who shows interest in acquiring a
subscription.
 Decide which package suits the requirements of the interested entity.
 Try and sell the package which best suits their requirements.
 Make sure that no misleading statements are being made to entice the interested potential
customer.
 No defamatory or derogatory remarks are used to refer to the organization in an attempt
to sell the subscription.

 No fact is willfully concealed which affects the organizations reputation and is in conflict
with universal ethics of business conduct.
 Strictly follow PTCL price list for the end customer and must not engage in overpricing.
Duties and Responsibilities of Franchise to PTCL
The organization is dependent on its franchises for the extension of its operational sustainability
and sales. This means that both parties must work together to create a mutually beneficial
relationship of trust, confidence and sincerity. To create such an environment, both the parties
must ensure the upkeep and development of the best possible interests of both entities. The
franchise has to implement and execute the policies given by PTCL and strive to achieve the
targets assigned. The franchise has to update PTCL all the time regarding changes happening in
the market in order to get the support from PTCL to combat the competition’s strategies and
other indirect competitions.

Part 5
Training

Franchise Staff
In the best interest of running the franchise smoothly and to ensure that the franchise fits into the
broader market plan of the company, the staff requirements will be regulated and enforced by the
organization.
The Senior Manager / Sales Manager may also advise the franchisee on hiring and termination of
his/her staff, which the franchise will have to follow. In case of dispute, GM Consumer Services
will be consulted and his verdict will be treated as final.
Staff Qualification Requirements
The franchise’s sales staff will have to be educated enough to handle the business as per policy.
The franchise's technical staff must be poly-tech diploma holders. If he is not diploma holder, his
experience to deal in mobile phone repairing must be more than 3 years.
The franchisee's own qualification or his/her manager's qualification is dealt with in franchisee
criteria.
The franchise Customer Services staff must be computer literate i.e. running the entire franchise
business through on-line proposition (B&CC)
Hierarchy and Titles of the Franchise
Following is the list of titles and functions that can be used by a franchise and his staff. Any
other Title cannot be used:
 Owner (Authorized Franchisee)
 Manager
 Sales Executives

 Customer Services Executives
 Cashier
 Technical Officer
Franchise Training Requirements
PTCL will be responsible for providing the training required for the franchisee to run his/her
Franchise business successfully. On the part of the franchisee, it is his/her responsibility to give
his/her full support to the organization’s training program. He/she will also ensure that his/her
staff that has been identified and nominated by him/her attends the training programs and are
made available for the time frame identified for the training program.
Basic Training Policy to the Franchise Owner/Manager
Following is the standard training program format for this level of training:
 Orientation Program
 PTCL Franchise Policies and Procedures Training
 Technology Familiarization and Capability
 Sale Process Training
 Business Management
 Product and Tariff
 Customer Care
The time frame for the basic training is approximately 5 working days but it may be continued
for further number of days depending upon the situation and needs.

Periodic Training
Periodic training will be given to the Franchises and their staff as and when it is felt necessary by
the management of the company. Typically this type of training will be given when:
 A new product is being launched
 Motivational requirements
 Major policy change
 Change in the business environment
 Poor franchise performance
Franchise Staff Training
The Franchise staff will receive more or less the same training that the franchise or his/her
manager will receive except for business management. On-going training on franchise staff will
be conducted by the franchisee’s manager or franchisee himself. This is a sort of daily clinics of
training in which policies are verified by the staff showing that they have completely understood
the policies.
However, if a franchisee feels that his staff needs more extensive training by the channel
management staff like Sales Manager, Sales Executives, he/she may request to the concerned
Sales Manager or Sales Executives for that.
Special Courses Policy
This kind of training will be very infrequent and will only be initiated in very special instances.
One such example is of increased cases of fraud or malpractice in the franchise channel. For such

cases of collective problems, the organization may decide to give training on business ethics and
fair practices.
Similarly if the organization’s management feels that the franchise channel is not well versed
enough in some aspect of their basic or periodic training, they may call in another intensive
session to correct this problem or they may take a different approach from the one adopted in the
basic training program.
Franchise Conferences
The franchise conferences will be an annual event organized by PTCL. The purpose of this
conference will be to update the franchisees about the company’s future direction and current
new business practices. Ideas may also be sought from franchisees as how they want to perceive
the company for themselves. Such conferences are used to develop two way communications and
bring motivation among the franchisees. The format and the venue of this conference may
change from time to time.

Part 6
Complaints

Complaint against the Franchise
It is anticipated, that there may be complaints by the customers or prospective customers, against
the organization's franchise. These complaints may be in written form or these might be
conveyed to any individual within the organization. It is essential for the franchise’s management
to investigate all written and verbal complaints against the franchise.
Complaints by Franchise
In conducting business, the situation may arise where the franchise may have a complaint against
a company policy or against the officer of the organization. In such a situation, the complaint
will be handled directly by the person In-charge of the franchise from the organization. If the
complaint is of such a nature that it cannot be handled or resolved by the In-charge, then the
franchise can go up higher in the hierarchy of the organization. However, these issues should
preferably be resolved at the lowest level.
Investigating Authority
The complaints against the franchise will be entertained and forwarded to the franchise In-
charge. The franchise In-charge must conduct a complete follow-up of the complaint. Make a
report with a complete analysis and send it to the franchise manager. The franchise manager
must forward all reports to the respective GM Consumer Services Zone, who must sent it to the
GM S&D/EVP Consumer Services (Headquarters) along with the comments on the action which
should be taken.

Inquiry Process
Carry out the background check on the person/entity, who filed the complaint.
Verify the authenticity and the origin of the complaint.
Ask the complainant the exact nature of the complaint.
Confront the franchise on the issue and ask his point of view.
Make a complete report of the whole incident along with the analysis.
Scope of the Inquiry
The inquiry should be limited to the incident or the series of incidents related to the complaint.
The analysis and the action recommended should also be relevant to the complaint only and in
conformity with the policies of the company and franchise manual.
Decision Making Authority
The final decision making authority in complaint handling rests with GM S&D/EVP (Consumer
Services (Headquarters). However, SEVP Commercial may intervene at his discretion.

Part 7
Franchise Termination

Franchise Termination
Termination of a franchise is a measure, which PTCL does not take lightly. It is in the mutual
interest of PTCL and the franchise to continue this relationship on a long-term basis. However,
there are situations under which it is not possible for either or both the parties to continue a
mutually beneficial relationship.
A franchise may only be terminated under one or more of the following scenarios:
 PTCL may terminate a franchise if it does not perform up to the standards laid down by
Consumer Services department or up to customer’s satisfaction level.
 If a franchise fails to show reasonable signs of improvement within the stipulated time
period or refuses to conduct the business as instructed by the management.
 Breach or violation of the franchise agreement.
 Conduct the business in a way, which is contradictory to the spirit of company policy.
 Violates any part of the franchise policy.
 Discloses confidential organizational information to competitor or any one outside the
organization.
 Works against the business interests of the organization.
 Gets involved himself / herself in a fraudulent activity.
 In case of the death of franchisee.
The GM Consumer Services in consultation with EVP Consumer Services (Headquarters)
can take the decision of termination. The termination process will be in consultation with the
legal department.

Part 8
Brand Name Usage

Brand Name Usage
The authority to allow the use of the brand name lies solely with SEVP Commercial & EVP
Commercial Planning & Support. The brand name of the company may only be used for shop
signage and other indoor usages as per company instructions and directives under the intimation
to the concerned Senior Manager / GM Consumer Services Zone.
The respected regions will be responsible for ensuring that there is consistency of usage across
all the franchise in the country. It is a very important step in brand building and thus will be
treated as a serious offence if the franchise refuses to comply and follow the company directives
in this matter. The EVP Consumer Services may even cancel the franchise contract of the
franchise that refuses to follow these directives, and is in the opinion of the EVP Consumer
Services & EVP Commercial Planning & Support responsible for negligence or misconduct in
this regard.
The franchise In-charge will be responsible for conducting regular checks and monitoring the
uniform implementation of company policy in this regard on a constant basis. He will report any
deviation from the specified company policy to his manager who will in turn be responsible for
keeping a tight check on such matters.
Mediums and Specifications of Usage
The marketing department will define the mediums and the specifications of usage. The
guidelines to be followed as and when conveyed to GM Consumer Services Zone by Marketing.
These guidelines may be changed from time to time and the franchise must follow these as a
compulsory condition to being the franchise of the company.
These include:

1. The color schemes to be used in the outlet,
2. The format and the design of the shop fascia,
3. The type of furniture and fixtures to be used in the outlet,
4. The posters and the banners to be put up in the outlet,
5. The materials to be used for creating all these articles, which are to be, placed in the outlet.
Permitted Designs and Artwork
The franchise shall not use any of the material not specified by the organization for this purpose.
The franchise shall not try to create anything for the interior of the outlet as the design and shop
floors are the responsibility of the Marketing Department. This has been set as a precondition to
ensure the uniformity of image across board for all our franchise nationwide.
The cost of making the interior of the outlet will be borne by the franchise. He will be
responsible for implementing all the instruction of the company in this regard.
Duration of Usage
The company from time to time initiates new campaigns and promotions related to new offers,
products and general brand building campaigns. The franchise will be required to adhere to the
instructions of the company for changeover of posters, banners, buntings and all such other
materials present in the franchise shop area.
Materials and Sizes Allowed
The company will provide the required shop signs and prop up boards for all the franchise
outlets. The size of the signage will depend on the size of the shop and availability of appropriate

space in and around the shop front. Directional signage may also be provided at the discretion of
the marketing department, depending on the need for such a signage.
However, if the franchise wants to spend additional amount on such materials, they will have to
inform their relevant franchise manager coordinator for such an action. The franchise
coordinators will inform the franchise manager who will have with him the permitted materials,
text and layout for such signage. If the franchise has a new idea relating to such a signage, the
franchise manager will have to get permission from the GM Consumer Services.
The whole purpose of this exercise is to create a uniform image of the company in the market.
Since all policy formulation is done in the marketing department it is important to ensure that
these policies are referred to in making any decision that has an impact on the company image.
For all such matters, the corporate identity manual will be referred to.

Part 9
Franchise Effective Management

Sales / Customer Service Processes
 All the compulsory documents required for the sale must be attached at the time of the
sale in customer file.
 Franchise should not accept the papers with any major/minor overwriting on the
agreement form. However, cutting would be acceptable provided the customer verifies
the cutting by countersigning it and only in case the information is clear even after the
cutting.
 Franchise should not entertain any commitment from the customer like a customer
promises to provide certain compulsory documents later or promises to pay later. The
customer file should only be processed if the customer meets all the necessary conditions.
 Franchise would vet the sale by signing and putting his name, code and the date on the
form.
 The customer must sign the Computerized ID Card copy and cross it in the name of
"PTCL Only" No further copy of such a copy will be acceptable.
Copy of valid passport and driving license can be considered as an alternative of the copy
of NIC.
In case of foreigners, passport with visa validation (Visa expiry time should be at least 6
months away at the time of signing of subscription of service) and rent deed is required.
 Franchise would verify the identity of the person who is applying for a PTCL connection
i.e. he/she must have face to face interaction with the customer at the time of the sale.
 In case of companies, the stamped company letterhead must support the ID Card of the
user stating acquisition of service/connection for which user name is mentioned. SOF

(Service Order Form) must be stamped and signed by the designated authority in case of
a company.
 In case of companies, only designated/nominated persons would be considered as
signatories.
 For all kind of after sales services, the same rules apply to determine the genuineness of
customers explained above. Action will be taken if customers ask for service proving
their identity that does not match with the one available with franchise/PTCL that was
submitted at the time of subscribing of a service.
 All such requests will be considered unauthorized, if customers could not prove their ID.
SOPs have already defined in Customer Services Manual. The same will also be explained at the
time of training of franchisees.
Following objectives will be kept under consideration while managing franchises:
 To establish sense of bonding and association with the franchisees
 To keep them updated regarding product line/new product and future directions
 To assess their needs in conducting the business
 To monitor the business processes being conducted at franchise are according to the
SOPs defined.
 To get first hand information regarding market/competition and other related market
indicators
 To impart on the job training to franchise field staff and CS staff
 To get their operational issues and to work on these issue in order to make them to run
franchise operation smoothly.

GM Consumer Services Zones / Senior Manager Distribution Sales / Manager Sales / Sales
Executives have to visit their areas’ franchisees to address the aforementioned objectives. The
following guidelines are mentioned as baseline:
 Touring Plans
 Monthly Meeting with franchise on site and off site
 Quarterly performance Review / Half yearly and Annual performance Review
Touring Plan
Designation Category of Franchise A Category of Franchise B Category of Franchise C
GM Consumer
Services Zone
Once in a month Once in two months Quarterly
Sr. Sales
Manager
Once in a week Once in a month Once in two month
Sales Managers Daily Once in a week Fortnightly
Sales Executive - - Daily / Weekly
Targets
Once, the top management has agreed on the target for the financial year. It will be
communicated to all the General Managers Consumers Services Zones by the General Manager

S& D for distribution sales. It will be the responsibility of the GM Consumer Services Zones to
make the split of the target among the regions in their respective zones. Once it is done, it will be
sent to the regions and to Senior Manager Distribution Sales at head office.
Senior Managers/Sales Managers based at the regions will further split the target among the
franchisees of their respective regions. Target split should be based on the historical sales
volumes and/or on the potential of the respective area/territory.

Part 10
Commission Structure

Commission Structure
Type of
Products
Standard Commission
Retention Commission
(w.e.f 1/9/2007 to
30/06/2008. It will be given
on all numbers which will
be activated after 1/9/2007)
Distributor Incentive
(w.e.f 1/9/2007 to 30/06/2008)
Pre-Paid
RUIM
Rs.50 Upfront
Rs.100 after activation and
entry of customer data into B
& CC.
5% of the amount of scratch
cards loaded on the RUIM till
30th June, 2008
FWPs
Rs.200 Upfront
Rs.50 after activation and
entry of customer data into B
& CC.
5% of the amount of scratch
cards loaded on the FWPs till
30th June, 2008
1-On the purchase of 1 to 200 sets
Dist./Franchisee will get standard
commission (i.e. Rs.250/set)
2-If the Distributor/Franchisee buys
more than 200 sets he will get a card
of Rs.300 on the purchase of every
additional set after activation and entry
of data in to B & CC.
Distribution of slab incentives will be
as follows:
1- 50% of the slab incentive will be
given after loading of total of Rs.1000
scratch cards
2- Remaining 50% of the slab
incentive after loading of total of
Rs.2000 scratch card
Post-Paid
Claw Back / Charge Back (w.e.f
1/9/2007 to 30/06/2008)
WLL
50% of the package
subscribed will be paid in
next month after its
activation and after its first
billing.
5% of the monthly-subscribed
package will be paid per
month till 30th
June, 2008.
100% of Upfront if disconnected within
3 months
50% of retention if disconnected within
6 Months
PTCL reserves the right to change the commission structure at any time without giving prior notice

Annexure

Approval
___________________________ ___________________________
Salman Muhammad Khan Shabbir Hussain
GM S &M EVP Consumer Sales
__________________________ ___________________________
Zafar Usmani Muhammad Nehmatuulah Toor
SEVP Commercial SEVP Finance
___________________________
Walid Irshaid
President & CEO

Franchise Policy

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