Eid and Service Quality – Time For Mobile Companies To Get Their Act Together
The story has been the same for many years. The surge in network activity at Eid time is accompanied by service issues. And recently some companies have withdraw certain popular packages, SMS in particular. My thinking is that if a company can’t offer these packages during the peak times, then don’t bother offering it at all. Otherwise it sounds like switch and bait and hurts the brand reputation.
Taking note of the consumer complaints, Pakistan Telecommunication Authority (PTA) has stepped in. It so happens that SMS is not something which PTA can regulate so all it can do is to put some pressure and to expect these companies to do the right thing. So to avoid a repeat of the situation which happened at Eid ul Fitr, PTA arranged a meeting with all mobile operators. PTA asked all cellular mobile operators of Pakistan to ensure quality of their services during Eid and asked the mobile operators to inform their subscribers adequately about withdrawal of any packages and bundle offers prior to their suspension.
Operators were asked to ensure inclusion of adequate information in media campaign with regard to validity period of the SMS bundle package offer along with operator’s discretion to withdraw the said offer. It was directed that the operators shall intimate the Authority well in advance whether the SMS bundle package has been withdrawn during the occasions such as Eids/New years etc. Operators shall also ensure provisioning of quality of services to their subscribers during the period of upcoming Eid-ul-Azha.
It may be mentioned that value-added services offered by mobile operators such as SMS are un-regulated services in terms of pricing and validity. Further, the bundled packages are optional services offered by the operators which require consumers to opt-in and agreeing to the terms and conditions offered by the operators. Since SMS bundle packages are not mandatory packages, PTA is only regulating quality of services whereby the operators are required to conform to the quality parameters as per the license terms and conditions.
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