The Pakistan Telecommunications Authority (PTA) has imposed a penalty of Rs30 million on a mobile network operator over its failure to meet the quality of service standards laid down in its license.
A panel comprising PTA Chairman Amir Azeem Bajwa, Member Compliance and Enforcement Dr Khawaja Siddiqui Khokhar and Member Finance Muhammad Naveed issued the order against Pakistan Mobile Communication Limited, commonly known as Jazz.
PTA conducted a survey in fourth quarter of 2020 in major cities of Pakistan (including Hyderabad, Islamabad, Lahore, Karachi, Peshawar and Quetta) using smart benchmark quality of standard tool.
The results were then forwarded to the licensee with directions to submit detailed report containing reasons for non-compliance with few parameters. PTA also called for initiating corrective measures to enhance the service quality.
However the licensee failed to comply with the authorities’ directions of removing the shortfalls.
Speaking to The Express Tribune, a high ranking official from Jazz stated that PTA was a regulator and it had the right to check the systems to improve customer experience.
“It is not a big issue for us. Our only concern is that the quality of service test should have been carried out on the agreed method,” he said. “PTA has issued its result and now it is our turn to check if the processes used by the authority were right or not.”
“We prioritise customer experience and spend billions of rupees annually to improve our services,” he said. “We are glad to hear from PTA and it helps us improve our services.”
He was of the view that PTA needed to play its role in creating a conducive environment for telecom sector.
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