There is dire need of changing the mindset of bureaucracy of the Pakistan Telecommunication Company Limited (PTCL)and framing new rules and regulations to facilitate those subscribers, who have been facing harsh and unethical attitude of the PTCL officers and revenue staff for the last 50 years. According to a survey, the subscriber opined that since a number of private and multinational companies had got licenses for fixed, wireless local loop (WLL) and cellular phones, the PTCL officials should, therefore, mend their ways to compete with private sector agencies.
They regretted that despite the PTCL bureaucracy were not ready to change its mindset.
As a result, WLL subscribers were facing difficulties, as the WLL helpline was helpless and could not provide any information about the other cities.
Domestic subscribers of the PTCL have complained against the behaviour of staff of the Regional Revenue Directorate with those who want to make payment of their outstanding dues in easy instalments.
They, however, appealed to the Ministry of Communication to intervene into the matter and introduce company culture in the PTCL.
The present government was taking measures for maximum revenue generation to facilitate the general public, but the PTCL bureaucracy was reluctant to change its mindset and was creating troubles for the subscribers, said the PTCL insiders.
Some subscribers, running from pillar to post in the Revenue Directorate, told this correspondent: "We want to pay our outstanding dues voluntarily, although it is not a compulsion for the new telephone connection, particularly WLL, prepaid phone. "But the regional revenue bosses treat us roughly and make the whole process complicated," they said.
Scores of subscribers were seen standing outside the Regional Revenue Director's office daily waiting for their turn to see him and get their grievances redressed.
"I have been standing and waiting for the last two hours to correct my bill, but the director is 'busy' in his room", said a banker Muhammad Suhail.
Some subscribers complained that only kith and kins were being accommodated for allowing the payment in instalments of their bills, while other subscribers were denied. "If anyone insists for this, he faces harshness of the concerned officer," they said.
Majority of the subscribers was convinced that the rough attitude of the regional revenue bosses compelled them to opt for private companies' lucrative packages instead of depending on the PTCL.
"The private companies give us due honour and respect as compared to the PTCL officials' harsh attitude, but the government is reluctant of taking action against such inefficient officials", said an aged retired teacher Talib Hussein.
The PTCL sources said that a serious technical fault occurred at '78' digital exchanges in Multan and a number of complaints were received regarding repeated disconnection and call drop after dialing.
These exchanges were imported from China, which served miss calls to the innocent subscribers of these exchanges and the fault was continued for more than three months.
On the other hand, the PTCL authorities started serving miss call bills to the thousands of subscribers of '78' exchange just to hide their own technical fault and equalise the loss with revenue generation.
The subscribers strongly protested against issuance of such bills, but the authorities did not listen to them and served them notices setting deadlines for depositing their bills.
When the subscribers approached Regional Revenue Director Abdul Hamid Bathi for instalments of their heavy bills, they were insulted and their applications were rejected.
Instead of accepting their responsibility, they forced the subscribers to make payment of additional charges.
Federal Minister for Communication and Information Technology Awais Ahmed Leghari took very serious notice of the technical fault and he even called explanation, but the situation has worsened and the PTCL again served miss call charges in the December bill.
The subscribers demanded of the Federal Minister to take stern action against the Regional Director, Revenue, for not co-operating with the subscribers.
When contacted, Regional Director Hamid Bathi refused to comment on the complaints.
When his subordinates were contacted for comments on their performance of their boss, they could not give a satisfactory reply.