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By Web Desk — A mobile network operator has been fined Rs30 million by the Pakistan Telecommunications Authority (PTA) for failing to meet the quality of service standards outlined in its license.
The order against Pakistan Mobile Communication Limited, commonly known as Jazz, was issued by a panel consisting of PTA Chairman Amir Azeem Bajwa, Member Compliance and Enforcement Dr Khawaja Siddiqui Khokhar, and Member Finance Muhammad Naveed.
A survey was conducted by PTA in the fourth quarter of 2020 in major cities of Pakistan (including Hyderabad, Islamabad, Lahore, Karachi, Peshawar, and Quetta) using the smart benchmark quality of the standard tool.
The licensee was instructed to submit a detailed report explaining the reasons for non-compliance with a few parameters based on the results. The PTA also urged the initiation of corrective measures to improve service quality.
However, the licensee failed to remove the shortfalls as instructed by the authorities.
An official from Jazz told the media that PTA is a regulator and it has the right to inspect the systems to improve customer service.
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“It’s not a big deal for us. The only thing that concerns us is that the quality of service test should have been conducted according to the agreed method,” he said. “The PTA has issued its results and now it’s our turn to examine whether the process used by the authority was correct.”
The company prioritizes customer experience and spends billions of rupees a year to improve services, he said. “We appreciate hearing from PTA, and it helps us improve our services.”
