The recent clarification issued by the Pakistan Telecommunication Authority (PTA) on explicit prior consent for Value-Added Services is an important and constructive step for the market.
Consumer confidence is the foundation of any sustainable digital ecosystem. When customers feel protected, they are more willing to engage with mobile services, explore new offers and remain active users. In that sense, PTA’s emphasis on fair charging, service quality and transparent consent should be welcomed across the industry.
At the same time, it is equally important to recognise that Pakistan’s mobile operators operate in a highly competitive environment with some of the lowest ARPU levels in the region. Investment in network quality, spectrum and digital services depends on stable and predictable revenue streams. Consumer protection and commercial sustainability are not opposing goals. In reality, they rely on each other.
The focus on explicit prior consent raises a practical question for the value chain: how is consent evidenced when it is challenged?
The Practical Challenge of Proving Consent
In many markets, disputes do not arise because consent was never requested. They arise because it cannot be clearly demonstrated after the fact. Screenshots are not stored. Landing pages change. Logs sit in different systems. SMS confirmations are recorded, but the full customer journey is not. When a complaint reaches the operator or regulator, reconstructing the journey can be complex and time-consuming.
This is where structured journey capture becomes important.
Verifiable consent is not simply about sending a confirmation SMS. It is about recording the full customer path in a consistent, time-stamped and auditable way, from the first interaction through to activation and beyond. Without that structure, even well-intentioned operators and service providers may struggle to defend legitimate transactions.
Globally, we have seen a gradual shift towards independent or third-party consent management frameworks. These systems do not replace the operator’s commercial processes. Instead, they provide an additional layer of transparency and evidence. This can reduce dispute resolution time, lower refund exposure and, importantly, build trust between operators, service providers and regulators.
From Policy to Proof
Pakistan’s market has already demonstrated resilience and adaptability in response to regulatory evolution. The current clarification provides an opportunity to move from policy to proof. If explicit consent is to become the standard, then verifiable consent must follow.
Across the industry, there is increasing recognition that structured, independent consent recording is not an enforcement tool, but a governance mechanism. It supports regulators in maintaining standards. It supports operators in protecting revenue. And it supports service providers in demonstrating compliance.
As markets mature, the ability to evidence consent quickly and transparently becomes a competitive advantage rather than a regulatory burden.
If this topic resonates with you, or if you are exploring how global best practice around consent verification is being implemented in other regions, I would be pleased to continue the conversation.
Contact kev@mcpinsight.com
