PTA Cautions Telenor and Mobilink for Increasing Helpline Charges without Notifying Customers
By Aamir Attaa · Monday, Dec 29, 2008
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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.
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?.
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!