Etisalat

Etisalat Group is one of the world’s leading telecom groups in emerging markets. Etisalat’s
current market cap is 87.7 billion AED (23.8 billion USD). With reported net revenues of AED 48.8
billion and net profit of 8.9 billion for 2014, Etisalat ranks amongst the most profitable telecom
groups in the world. Its high credit ratings at AA-/ A+/Aa3 reflect the company’s strong balance
sheet and proven long-term performance.
Headquartered in Abu Dhabi, Etisalat was established almost four decades ago in the UAE as the
country’s first telecommunications service provider. An international blue-chip organization,
Etisalat provides innovative solutions and services to 169 million subscribers in 19 countries
across the Middle East, Asia and Africa.

Core Values
 Professional Integrity
We act in an ethical way; it is the foundation of our business
We do the right thing, not the easy thing
We follow company policy in true letter and spirit
 Customer Satisfaction
We demonstrate service attitude by providing honest and expert opinion to customers
We offer innovative and speedy solutions to customers
 Teamwork
We synergize with our team members, both at intra and inter departmental levels
We prefer team goals over individual goals
We value diversity and respect the opinions and feelings of all team members
 Company Loyalty
We own PTCL and play our role in its positive image building
We take full responsibility of the tasks assigned
We educate our colleagues on PTCL’s policies and procedures

STATEMENT OF ETHICS
PTCL is committed to sustaining the utmost level of integrity in business through compliance with the
highest standards of ethical conduct which is critical to maintain the trust and credibility with customers,
partners, suppliers, and employees. This document outlines these fundamental principles applicable
throughout the Company and affirms the commitment of every member of the Company towards
upholding of these valued beliefs through their genuine enactment in daily roles and responsibilities.

Treating Customer and Employees with Respect & Preventing Harassment:

All customers and employees will be treated with dignity and respect. There won’t be any interference
for prejudicial reasons. All employees will be entitled to freedom of thought, conscience, religion, and
expression as long as these do not interfere with the rights of others. No employee will be discriminated
against or harassed by means of any action that creates an intimidating, hostile or offensive
environment including disparaging remarks based on gender, religious, race, age, disability, political
opinion or ethnicity.
Compliance to Merit, Transparency Values, Legal and Regulatory Laws:
PTCL, being a commercial entity, is working in a competitive, challenging, and liberalized telecom
environment where success comes from hard work, competence, and fairness. The employees will,
therefore, ensure adherence to the values based on merit, performance, and transparency and refrain
from seeking any political support for gaining undue advantages. They will also abide by all legal and
regulatory laws applicable.

Confidential and Proprietary Information:

PTCL employees will take every appropriate action to preserve and enhance the Company’s Intellectual
Property including respecting and maintaining privacy of customer’s information, while respecting the
Intellectual Property rights of others. The proprietary and commercial information, under no
circumstances, shall be disclosed, either during or after employment, without Company authorization to
do so.

Physical Assets:
Equipment, materials and other physical assets of the company will be handled with care and not be
misused under any condition. PTCL employees will take all possible steps to ensure the safety and
security of these assets under all conditions. They will be utilized for PTCL’s business purposes with due
authorization.

Conflict of Interest:
PTCL employees will always be expected to act in the Company’s best interest by basing their decisions
and actions purely on the professional business requirements. Personal relationships or benefits will not
impact employees’ judgment or lead to any activity resulting in a conflict of interest.

Prohibition of Corrupt Practices:

PTCL employees will not demand or accept any kind of bribery, kickback, payoffs or any other illegal or
unethical benefits, and will never be involved in any corrupt business practices. The use of Company
funds for political contributions to any organization or to any candidate for public office will be strictly
prohibited.

PTCL Whistle Blowing Policy:

Pakistan Telecommunication Company Limited (PTCL) is committed to the highest possible standards of
openness, probity and accountability. In line with that commitment PTCL expects employees and others
that it deals with, who have serious concerns about any aspect of PTCL’s work to come forward and
voice those concerns.

Specific examples of circumstances where a Whistle Blower can raise concerns could include but shall
not be limited to:

Over-invoicing, demanding, seeking or acceptance of kick-backs, payment for goods or services not
supplied or rendered and any act of fraud, bribery and corruption;

Forgery of company documents and financial instruments like cheque and securities;

 Theft or misappropriation of company’s funds and property;

 Conflicts of interest and abuse of office;
 Disclosure of business secrets and other confidential company information obtained during the
course of employment;
  Usage of confidential information to obtain a personal reward or advantage;
 Compromising the interests of PTCL in dealings with vendors or contractors, consultants or
suppliers;
 Misuse of PTCL property;
 Misuse of authority;
 Misuse of systems or sharing of passwords;
 Discrimination towards any staff member, customers or any stakeholders on the grounds of sex,
race or nationality; and
 Engaging in illegal or unlawful acts.

PTCL will make every effort to keep confidential the identity of the individual raising a concern if so
desired by the individual. In which case, the identity of the individual raising the concern or making the
report will not be revealed without his/her prior permission unless PTCL is required to reveal the
identity of the individual by law.

An investigation of unspecified wrongdoing or broad allegations may not be undertaken without

verifiable evidentiary support.

Where there are deliberate false allegations, no matter how minor, disciplinary actions in case of
employees and black listing and/or legal action for defamation may be taken against the Whistle Blower.
PLACEMENT
The Head Office of Pakistan Telecommunication Company Limited is situated in Sector G-
8/4, Islamabad, which is headed by the “President”. Besides, it has Regional
Headquarters like:
Islamabad Telecom Region,
Rawalpindi Telecom Region,
Hazara Telecom Region Abbottabad,
Northern Telecom Region-I Peshawar,
Lahore Telecom Region (South),
Lahore Telecom Region (North),
Multan Telecom Region,
Faisalabad Telecom Region
Southern Telecom Region-I Hyderabad
Southern Telecom Region-II Karachi
Southern Telecom Region-V Sukkur
Western Telecom Region Quetta.
Switching network Central region Lahore. These Regions provide Telecommunications
services to the customers in their respective areas. Apart from these, PTCL has an Optical
Fiber Construction Region Lahore and Optic Fiber System Islamabad, each headed by a
General Manager to install, operate and
look after optic fibre systems/cables. In each District and Tehsil, an Exchange,
Franchisor, Call Centers, Customer Care Centers are available to facilitate the
customer needs.

WHAT THE NEED IS OF CHANNELS FOR THE PRODUCT AND SERVICESOF THE PTCL?
Firm point of view
1-Easy availability of product and services to the customers
2-Easy availability for providing basic services and value added services
3-Easy complaint handling
4-To cover target market
Customers Point of view
1-Easy availability of Product and Services
2-Time and Money saving
3-Fast Service System and Resolve Conflict
PRICE
Being a government organization, PTCL is not authorized to determine the prices
of its products itself, the Telecom Regulator Authority viz. Pakistan
Telecommunication Authority (PTA) fixes the prices of telecom services. The
process is such that whenever PTCL intends to increase or reduce the rates of its
services, it submits its Proposal to PTA for approval. PTA then calls consumers’
representatives, journalists and other interested groups for discussion on the
proposal. After listening to the viewpoints of all the interested parties, PTA gives its
decision. If PTA approves PTCL’s proposal, the new rates are enforced. It may be
mentioned here that telecom technology is only Technology whose rates are on
the decline with the passage of time. PTCL also rationalizes its tariff with the
passage of time. Tariff rationalization process started in 1997 as part of Go Telecom
Sector policy for privatization of this sector. It was mainly focused on rebalancing
the domestic process like NWD, international, local call, line rent etc. Rebalancing
is completed by the end of 2008 (as per Tariff rates) with the objective to position
PTCL for competition