Telenor Starts Charging Postpaid Customers for Helpline Calls
Telenor has done it again; it has once again become the first operator in industry to impose charges on postpaid customers for calling helpline (correct me if I am wrong here).
Telenor, without notifying customers – even with an SMS notification (something they keep sending their customers every day but for promotions only) – imposed Rs. 2 plus tax for every call made to helpline.
Though a prompt message is being played during helpline calls – explaining that postpaid customers will be charged Rs. 2 plus tax for talking to CSR.
Prepaid customers were already paying charges plus taxes for seeking help from cellular operators.
Postpaid customers are usually considered premier due to high paying tariffs they bear. It merits mentioning here that ARPU (Average Revenue per User) for postpaid customers for Telenor in Q4 2011 was Rs. 771 as compared to Rs. 236 for prepaid customers.
Additional charges are something cellular customers in Pakistan are facing every other day now. Telco’s claim offering of lowest call rates in region seems more of just a catch line now. I am wondering when will they stop justifying low ARPUs because of low calling rates, as low calling tariffs are supported by humongous additional charges
