Zaib Khan (Journalist)

The Growth of Telecom Sector in Balochistan
In the Backdrop of Consumer Protection Measures by PTA

by: Zaib-Un_Nisa Gharshin

http://www.pta.gov.pkToday, the world has become a global village, and this miracle has happened due to the emergence and development of economical, easily accessible and efficient communication tools, networks and services in the last two decades. An exponential growth has taken place in the Information Communication Technologies (ICTs) which has reshaped the world of communication around the globe while effects of this growth can clearly be seen in Pakistan as well. Especially, the telecom sector of Pakistan has emerged as a fastest growing industry during past few years. Now, Pakistan’s telecom market is being recognized as one of the most promising and progressive markets of the region where only the number of mobile phone subscribers has reached to 98 Million and the overall teledensity stands at 63.4%. Once seen as a luxury, mobile phone has now become an integral means of communication in our society. Realizing this much potential of the telecom services in Pakistan, the telecom service providers, have invested heavily in the sector and are still targeting on new revenue streams. Growth indicators of the telecom sector in last few years have put it among the most successful sectors of the economy attracting huge FDI and generating high revenues.
Balochistan is the largest province of Pakistan in terms of area but its population density is lowest as compared to the other provinces. Therefore, trickling down the benefits of telecom revolution to the people of this area was a challenge for the Government, Pakistan Telecommunication Authority (PTA) and the telecom operators. The very basic reason of this challenge, from business point of view, was the involved high costs for infrastructure development. Taking this challenge seriously, Government, through Universal Service Fund (USF) started number of projects in Balochistan and now most of them have been completed successfully. Similarly, PTA being the telecom regulator has been making concerted efforts to increase the telecommunication access in Balochistan and has taken number of initiatives to serve the un-served and under-served areas of the province. Growth statistics of year 2002 show a mere 0.17% cellular teledensity in Balochistan which has grew manifold after the completion of numerous development projects making this figure much healthier in March-2010 which is 34.3%. During the last two years, the overall teledensity of the province has also grown from 29.3% in 2008 to 36.86% in May-2010. Total number of mobile phone subscribers in Balochistan in last 8 years, has increased from 12,539 in 2002 to 2.8 Million in May-2010 showing an immense growth rate which in 2003 had reached the highest level of 600.8%. Apart from the cellular sector, the Wireless Local Loop (WLL) is also showing positive growth patters in this area. Total WLL subscribers in Balochistan as of March-2010 are 109,079 while total number of Local Loop (LL) subscribers is 98,511 (March-2010).
In addition to increase the service access in Balochistan, PTA is putting utmost efforts to enhance the Quality of Service (QoS) of telecom operators in the area and is also focusing on consumer issues. In this regard, PTA has taken several measures and is now going to conduct a telecom consumer forum with a theme “Together for Consumer Rights” in Quetta as it has also conducted two such forums in Lahore and Karachi. The purpose of this forum is to invite all the stakeholders of the telecom industry including the Government, the Regulator, operators, consumer groups, social service activists and academia to gather on one platform to deliberate upon the consumer issues and their solutions. This effort would help in identifying the problems of telecom subscribers particularly those living in this area. PTA would take this opportunity to inform the consumers that what efforts the regulator has done, so far, to safeguard their rights and what is its future roadmap in this regard.
It is pertinent to mention here that PTA being watchful of the telecom consumer issues, has established a Consumer Protection Directorate (CPD) at its Headquarters in Islamabad. PTA has also promulgated “Telecom Consumer Protection Regulations 2009” and “Protection from Spam, Unsolicited, Fraudulent and Obnoxious Communications Regulations, 2009”. These regulations not only address the telecom consumer issues but also provide guidelines for the telecom operators regarding establishment of comprehensive mechanism for the handling of consumer complaints and to devise effective procedures for their in time redressal.
Telecom consumers may access the Complaint Cell of PTA through toll free telephone helpline, postal mail, e-mail, PTA’s website or consumers may also lodge their complaints by personally visiting this office. Moreover, to register their complaints, consumer can also access Zonal Offices of PTA established in all the provincial capitals of the country. PTA has also launched several awareness campaigns in print and electronic media and the emphasis has been given to the consumer issues and the ways to get them registered/resolved through their respective telecom operators and PTA. PTA also plans to launch more such campaigns in future as well.
The recent data of consumer complaints shows that PTA has received 29,870 consumer complaints from January 2009 to May 2010. In Balochistan, there were 48 complaints received by PTA Zonal Office at Quetta from January 2010 to June 2010 while 47 complaints have been resolved so far. The figure of resolved complaints is a clear evidence of PTA’s sincerity towards the protection of telecom consumer rights.
The above mentioned consumer protection measures, translate the vision of PTA which ensures the smooth access of telecom services to the people of Pakistan including far-flung areas. It also reflects the commitment of the telecom watchdog in order to ensure the safety of consumers and their rights. It is hoped that these efforts of PTA would prove to be fruitful and the telecom sector would continue to contribute in the social and economic development of the country.