Regulatory Procedure
Procedure to Obtain a Telephone Connection
Small and Medium Enterprises Development Authority
Ministry of Industries & Production
Government of Pakistan
www.smeda.org.pk
HEAD OFFICE
4th Floor, Building No. 3, Aiwan-e-Iqbal Complex, Egerton Road,
Lahore
Tel: (92 42) 111 111 456, Fax: (92 42) 36304926-7
[email protected] REGIONAL OFFICE REGIONAL OFFICE REGIONAL OFFICE REGIONAL OFFICE
PUNJAB SINDH KPK BALOCHISTAN
3rd Floor, Building No. 3, 5TH Floor, Bahria Ground Floor Bungalow No. 15-A
Aiwan-e-Iqbal Complex, Complex II, M.T. Khan Road, State Life Building Chaman Housing Scheme
Egerton Road Lahore, Tel: Karachi. The Mall, Peshawar. Airport Road, Quetta.
(042) 111-111-456 Tel: (021) 111-111-456 Tel: (091) 9213046-47 Tel: (081) 831623,831702
Fax: (042) 36304926-7 Fax: (021) 5610572 Fax: (091) 286908 Fax: (081) 831922
[email protected] [email protected] [email protected] [email protected]
September 2020
TABLE OF CONTENTS
1. Introduction to SMEDA 02
2. Role of Legal Services Cell 02
3. Procedure for telephone connection 04
4. Tariff 06
5. Value Added Services 07
6. UAN Services 08
7. Fax Line 09
8. Complaints 09
9. Annexures (Sample Forms) 11
Introduction of SMEDA
The Small and Medium Enterprises Development Authority (SMEDA) was established
with the objective to provide fresh impetus to the economy through the launch of an
aggressive SME development strategy.
Since its inception in October 1998, SMEDA has adopted a sectoral SME development
approach. A few priority sectors were selected on the criterion of SME presence. In depth
research was conducted and comprehensive development plans were formulated after
identification of impediments and retardants. The all-encompassing sectoral
development strategy involved overhauling of the regulatory environment by taking into
consideration other important aspects including finance, marketing, technology and
human resource development.
SMEDA has so far successfully formulated strategies for sectors, including fruits and
vegetables, marble and granite, gems and jewellery, marine fisheries, leather and
footwear, textiles, surgical instruments, transport and dairy. Whereas the task of SME
development at a broader scale still requires more coverage and enhanced reach in terms
of SMEDA’s areas of operation.
Along with the sectoral focus a broad spectrum of services are now being offered to the
SMEs by SMEDA, which are driven by factors like enhanced interaction amongst the
stakeholders, need based sectoral research, over the counter support systems, exclusive
business development facilities, training and development for SMEs and information
dissemination through a wide range of publications.
ROLE OF LEGAL SERVICES CELL
The Legal Services Cell [LSC] is a part of Business and Sector Development Division of
SMEDA and plays a key role in providing an overall facilitation and support to SMEs.
LSC believes that information dissemination among the SMEs on the existing regulatory
environment is of paramount importance and it can play a pivotal role in their
sustainable development.
In order to facilitate SMEs, the LSC has developed user-friendly systems, which provide
them detail description of the laws and regulations including the processes and steps
required for compliance. The purpose of this document is to provide SMEs with
information pertaining to Obtaining a Telephone Connection in Pakistan; SMEs
interested in enhancing their understanding about the procedures can also use the
document. For convenience of the readers a process flow chart and sample of various
forms are also included.
How to get Telephone Connection
The Procedure for obtaining telephone a connection from Pakistan Telecommunication Company Limited
(PTCL) is consistent for all different types of consumers.
The simple procedure requires the applicant to visit the One Stop Shop at any PTCL Exchange Office. The
only document required to be submitted is the applicant’s Computerized National Identity Card. (CNIC) along
with a payment of Rs.2800.
A survey is conducted by the concerned supervisor with the help of sectional Telecomm; Technician and
lineman. After conducting the survey if they find it feasible then an advice note is issued for installation of
telephone. A lineman is sent out to the applicant's premises, where the phone line is installed (If telephone
set is desired in the application then a phone-set is also given).
Installation takes place within 24 hours of placing the order provided the above processes go through
smoothly and without interruptions.
The figure on the following page illustrates the step wise procedure for obtaining PTCL land line connection:
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How to get a Telephone Connection
Documents Required --- Industrial & Documents Required ------
Corporate users: Applicant Domestic Consumer:
Copy of CNI Card of • Copy of CNI Card of applicant.
Proprietor/Partner/Director/Manager. • Payment of Rs 2800
• Payment of Rs.2800 .
Submission of documents at the One Stop Shop of a PTCL
exchange
Survey of premises conducted by Supervisor
`
Letter of Regret
Feasibility
If No
Yes
Issuance of Advice Note
Line should be operational 24
hrs from placing the order
Installation Charges will be included in 1st bill
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Tariff Structure
According to PTCL, The tariff structure of PTCL is the same for all kinds of consumers
regardless of whether it is being used at commercial level or in households. Federal Excise
Duty shall be applicable at the rate of 19.5% and up to 10% of Income Tax/ Withholding Tax
will be applicable. The following table provides the recent tariff structure of PTCL excluding
CED / GST.
Tariff (Rs./Month) Additional Information
Packages
Freedom 500 500 Free Unlimited
PTCL –PTCL Calls,
200 free minutes to
other mobile
operators, Free Vas
Bundle, No line rent
Freedom 1000 1000 Free Unlimited
PTCL –PTCL Calls,
700 free minutes to
other mobile
operators, 200
International free
minutes to Zone 1
destinations, Free
Vas Bundle, No line
rent
Freedom 3000 3000 Free Unlimited
PTCL –PTCL Calls,
2000 free minutes to
other mobile
operators, 200
International free
minutes to Zone 1
destinations Free
Vas Bundle, No line
rent
Freedom 5000 5000 Free Unlimited
PTCL –PTCL Calls,
4000 free minutes to
other mobile
operators, 400
International free
minutes to Zone 1
destinations Free
Vas Bundle, No line
rent
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Freedom 8000 8000 Free Unlimited
PTCL –PTCL Calls,
8000 free minutes to
other mobile
operators, 800
International free
minutes to Zone 1
destinations Free
Vas Bundle, No line
rent
Value Added Services
PTCL also offers certain value added services for the benefits of its consumers; they are:
1. Toll Free Service (0800)
The toll free service is a facility designed for those businesses that want to encourage their customers to
call them. By calling on a toll free number, no call charges are payable by the caller.
To avail the toll free service facility, businesses are required to submit their NTN certificates in addition
to the CNIC requirement.
Further information about this service may also be taken by calling at the PTCL Helpline # 1218.
Installation Charges for Toll Free Service:
PTCL has prescribed the same installation charges for the Toll Free Service i.e. Rs. 2800.
A business can avail all the features of the toll free service together or separately.
In case of termination of a connection, reconnection is free of cost.
2. Telephone Relocation
For this service, PTCL charges Rs.500/- (excluding sales tax) for shifting of telephone connection within
multi- exchange area irrespective of whether the telephone connection is shifted within same exchange or to
another exchange area within same multi-exchange area.
3. Change of Name of Customer
Change of name of the customer is allowed free of cost on production of certain documents that the PTCL
may require.
4. Caller Line Identification (CLI)
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The CLI facility can be availed free of cost at the time of allocation.
5. Various other value added services may be availed by the consumer on request. These are as follows:
i) Hot Line
ii) Abbreviated Dialing.
iii) Call Transfer on busy Line.
iv) Call Transfer on no reply
v) Call waiting.
vi) Do not disturb.
vii) Absent Subscriber,
viii) Hunting Facility.
The total bundle of value-added services is available at the cost of Rs. 55 per month.
Universal Access Number (UAN)
The universal access number is a facility that allows the businesses to operate on one telephone number for
various offices in different cities. It is the most convenient, as customers only require to remember one
number to reach you in different cities.
There are many advantages of availing UAN facility as it operates on existing telephone connection without
disturbing normal phone number. UAN never changes even if location of office or normal telephone number
is changed. UAN works both in multi-line PABX and multi phone connections and can be accessed from other
cities by dialing the area code first. Example: (021) 111-20 20 20.
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HOW TO APPLY FOR UAN SERVICES
The UAN number facility is issued by the PTA (Pakistan Telecommunication Authority) and the process is carried
out with the assistance of a PTCL official. The applicant is required to visit the PTCL corporate office in their
respective cities and fill up the UAN application form in triplicate available and present the following documents:
• NTN of the business
• CNIC of Applicant
• Name, email and contact number of the contact person for the business.
Following the above mentioned online registration on the PTA website, the registration lines are required to be
mapped, for which the following additional documents and payment need to be given in:
• Copy of last paid phone bill.
• Pay Order worth Rs. 6000 in favor of PTA
Once the aforementioned steps are completed, the PTA Service Order Form (SOF) for the UAN service is
required to be filled after which the PTA evaluates and processes the application and issues an allocation letter to
PTCL to activate the applicant’s UAN services.
Before activation, PTCL requires the applicant to fill up the PTCL Service Order Form (SOF) and submit a
Pay order for RS. 80,000 in favor of PTCL after which the UAN number is activated. (Please refer to
annexures for forms)
The process is completed in a time period of 20-25 days.
In case of subsequent directory number change or UAN change, the UAN reinstallation fee will be half of the
above amount.
The UAN service is available throughout the country. For subscribing for the UAN service you may, call or fax for
further information and queries on the PTCL helplines numbers for UAN services. # 1260 or # 111202020
Fax Line
For the connection of a fax line, the procedure is same as getting the telephone connection.
Complaints
Consumers looking for satisfactory answers to their queries and complaints may contact the PTCL
officers, depending upon the nature of their complaint, on the following number/help lines
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Type of Complaint / Telephone No
Information
Faults in PSTN 1218
System Fault Help Line 1218
Data Circuits, DXX Leased Line, 1218
ISDN BRI, ISDN PRI
Corporate Customer Centre 1260
Islamabad
Corporate Customer Centre 1260
Lahore
Corporate Customer Centre 1260
Karachi
Toll Free, VPN, PRS 1218
Billing Information 1218
CLI Activation 1218
VMS Activation 1218
10
ANNEXURE I
SAMPLE FORMS
1. Application form for UAN Service (PTCL)
2. Application form for UAN Service (PTA)
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