KARACHI:
In the present era of information, communication has emerged as a fundamental part of citizens’ lives. However, consumers bear the brunt of hidden taxes and the regular suspension of communication services due to poor law and order in the country.
This week The Express Tribune looks at the rules and regulations protecting the rights of telecom consumers and those relating to the service providers.
There are different articles in the Constitution that guarantee every citizen’s right to communicate with each other without any interruption, except if they are interrupting the radio network used by intelligence services.
New connections
A new land line or wireless telephone connection, both from the Pakistan Telecommunication Company Limited (PTCL) or other private companies licenced by it, require the filling out of an application form and documents proving your Pakistani nationality.
Duties
It is the duty of every consumer to only use legally-issued connections and pay charges regularly in exchange for services being provided.
Customer protection
The Pakistan Telecommunication Company Limited’s (PTCL) landline and wireless services cost less than the wireless services offered by private cellular companies through SIM cards. However, these services prove to be less efficient in certain situations despite being more expensive.
The Pakistan Telecommunication (Re-organisation) Act 1996 regulates private cellular service providers, also called ‘licencees’. The act carries a punishment of Rs350 million and the suspension or termination of licence for those who may operate illegal telecommunication systems or obstruct the system of intelligence services. However, it does not carry any penalty for violating the rights of consumers.
Bound to quality
Under the Telecom Consumer Protection (Amendment) Regulations 2011, private cellular companies are legally bound to provide improved services to their consumers in return for fees or charges.
According to Section 2(i) of the said regulation, mobile phone operators shall not withdraw provision of services or any category of the services without prior notice of 90 days to the consumers as well as PTCL. A prior written approval from the authority for withdrawal of such services is mandatory.
Services quality
A majority of private cellular service providers’ customers face disruptions in services as none of the companies’ networks have so far been able to cover the entire country. This is a violation of the contract between the service providers and the consumers.
Under the Cellular Mobile Network Quality of Service Regulations 2011, it is binding on each licencee to ensure up to 90% network accessibility across the country. To ensure consistency, the licencee companies must carry out drive tests and field surveys to measure the benchmarks.
Obscenity
Section 29 of the Telegraph Act of 1885 says: “If any person transmits, or causes to be transmitted by telegraph, a message which he knows or has reason to believe to be false and fabricated, or a message which is indecent or obscene, he shall be punished with imprisonment for a term which may extend to three years, or with a fine, or with both.”
Published in The Express Tribune, September 3rd, 2014.
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