Internet Service Agreement (Pakistan)

An Internet Service Agreement in Pakistan sets out the basis on which the supplier provides services to the client, defining deliverables, payment, intellectual property and liability.

The Pakistan Telecommunication Authority (PTA), operating under the Pakistan Telecommunication (Re-organization) Act 1996 and its various amendments, licenses all ISPs operating in Pakistan. ISP licensing categories include Class Value Added Services (Class VAS) licences for internet services, Corporate Broadband Licences, Nationwide Long Distance and International (LDI) licences for backbone operators, and Mobile Virtual Network Operator (MVNO) licences. ISPs licensed by PTA are required to comply with PTA's Consumer Protection Regulations, which impose minimum standards for service quality, billing transparency, complaint handling, and fair contract terms.

The Prevention of Electronic Crimes Act 2016 (PECA 2016) is the primary cybercrime statute in Pakistan and has direct relevance to Internet Service Agreements. PECA 2016 criminalises unauthorized access to information systems (Section 3), cyber stalking (Section 24), online harassment (Section 17), data breach and damage (Section 7), and electronic fraud (Section 10). ISPs must include acceptable use provisions in their Internet Service Agreements that prohibit subscribers from using the internet connection for activities criminalised under PECA 2016 — failure to include such provisions may expose the ISP to regulatory sanctions by PTA and the Federal Investigation Agency (FIA)'s Cybercrime Wing, which is the primary enforcement body under PECA 2016.

The Personal Data Protection Bill 2021 (pending enactment as of the date of this document) and the existing provisions of PECA 2016 relating to data protection impose data handling obligations on ISPs. ISPs collect significant subscriber data — name, CNIC, address, payment information, browsing logs, usage patterns — and their agreements must address how this data is collected, stored, used, and shared, and what rights the subscriber has to access, correct, or delete their data. PTA's Consumer Protection Regulations also require ISPs to provide transparent billing, fair complaint resolution, and minimum service quality.

The Pakistan Telecommunication (Re-organization) Act 1996 empowers PTA to issue directions to ISPs — including directions to block access to specific websites, platforms, or content categories — on grounds of national security, public order, or protection of public morality. ISPs are legally obligated to implement PTA blocking directions, and their Internet Service Agreements should inform subscribers that certain content may not be accessible due to PTA or government directives, insulating the ISP from liability for such restricted access.

Major ISPs operating in Pakistan include PTCL (Pakistan Telecommunication Company Limited, partially owned by the federal government), Telenor Pakistan, Jazz/Warid, Nayatel, StormFiber, Transworld Associates, and numerous smaller regional ISPs licensed by PTA. These ISPs collectively serve Pakistan's growing internet user base across DSL, fibre-to-the-home (FTTH), 4G/LTE, and 5G networks.

An Internet Service Agreement in Pakistan is needed in every situation where an ISP licensed by PTA provides internet connectivity services to a subscriber — whether individual, business, or institutional — and the parties wish to document their rights and obligations clearly to avoid service disputes, billing disagreements, and liability for misuse of the connection.

An Internet Service Agreement is needed when a household, apartment, or residential complex in Lahore, Karachi, Islamabad, Rawalpindi, Faisalabad, or any other Pakistani city subscribes to a broadband internet service from a DSL, fibre, or wireless ISP. The residential subscriber needs to understand their data limits, speed guarantees, fair usage policy, billing cycle, and dispute resolution rights under PTA's Consumer Protection Regulations.

An Internet Service Agreement is required when a small or medium enterprise (SME) registered with SMEDA or SECP subscribes to a dedicated business broadband connection — including static IP addresses, higher bandwidth tiers, service level agreements for uptime guarantees, and priority technical support. Corporate internet connections typically carry more stringent terms about service credits for downtime and the consequences of exceeding bandwidth caps.

An Internet Service Agreement is needed when an educational institution — a school, college, or university in Pakistan — subscribes to internet services under the IGNITE National Technology Fund or Higher Education Commission (HEC) connectivity programmes. These institutional agreements often require specific content filtering, minimum bandwidth guarantees, and compliance with educational sector cybersecurity requirements.

An Internet Service Agreement is required when a hospital, healthcare institution, or telemedicine platform operating in Pakistan under the Pakistan Medical and Dental Council (PMDC) regulatory framework requires reliable internet connectivity for electronic health records, teleconsultation, and medical imaging transmission. Healthcare internet service agreements must address uptime requirements, redundancy, and data security obligations under applicable health data protection standards.

An Internet Service Agreement is needed when a co-working space, business centre, hotel, or public venue in Pakistan provides shared internet access to guests or members — these agreements must clearly delineate the acceptable use obligations that the venue imposes on its users and the venue's liability under PECA 2016 for misuse of the connection by its guests.

An Internet Service Agreement is required when an ISP provides internet services to a financial institution regulated by the State Bank of Pakistan (SBP) — banks, microfinance institutions, insurance companies — where cybersecurity, uptime, and data security standards are regulated by SBP's Cybersecurity Framework and IT Audit Guidelines.

A thorough Internet Service Agreement in Pakistan must contain the following essential elements to comply with PTA Consumer Protection Regulations, the Prevention of Electronic Crimes Act 2016, and the Contract Act 1872, and to protect both the ISP and the subscriber.

Party Identification: Full legal names, addresses, CNICs (for individuals) or SECP registration numbers (for companies), and contact information of the ISP and the subscriber. The ISP must state its PTA licence number and licence category, confirming its authorisation to provide internet services in Pakistan.

Service Description and Specifications: The type of internet connection (DSL, fibre, wireless, 4G/LTE); the subscribed speed tier (download/upload speeds in Mbps); the data allowance (unlimited or a specified GB/month cap); the fair usage policy (FUP) that applies after the data cap is reached; any traffic shaping, throttling, or deprioritisation policies; and the geographic coverage area.

Service Level Agreement (SLA): The guaranteed uptime percentage (typically 99% or 99.5% for business connections); response time for fault reporting; resolution time commitments; measurement methodology for uptime; and service credit or compensation for downtime exceeding the guaranteed threshold. PTA's Consumer Protection Regulations set minimum standards for ISP responsiveness to subscriber complaints.

Installation and Equipment: The installation process, timeline, and any installation fee; the equipment provided (modem, router, ONT for fibre, CPE for wireless) — whether owned or rented from the ISP; the subscriber's responsibility for the equipment; and liability for damage or loss.

Fees and Billing: The monthly subscription fee in Pakistani Rupees (PKR); billing cycle (monthly in advance or arrears); accepted payment methods (bank transfer, cash, mobile wallet through Easypaisa or JazzCash, online payment); late payment charges; fee adjustment procedures on price changes; and notice requirements for price increases.

Acceptable Use Policy (AUP): A thorough list of prohibited uses of the internet connection — including activities criminalised under the Prevention of Electronic Crimes Act 2016 (unauthorized access, data breaches, cyberstalking, electronic fraud, dissemination of unlawful content); activities violating PTA's content regulations; use for spam distribution; use for activities contrary to the Anti-Money Laundering Act 2010; and use that disrupts the ISP's network or other subscribers.

Content Blocking Disclosure: A clear disclosure that PTA and/or government authorities may direct the ISP to block access to specific websites, URLs, platforms, or content categories — including platforms blocked under PTA orders — and that the ISP is legally required to implement such blocks. The ISP should not guarantee unrestricted access to any specific website or platform.

Data Privacy and CNIC Requirement: A statement that the subscriber's CNIC information and usage data are collected in compliance with PTA's Know Your Customer (KYC) requirements; how subscriber data is used, retained, and shared (including sharing with law enforcement agencies upon lawful request under PECA 2016 and the Code of Criminal Procedure 1898); and the subscriber's rights regarding their personal data.

Termination Provisions: Subscriber's right to terminate with a specified notice period; ISP's right to terminate for non-payment (typically after a specified number of days of arrears), breach of the Acceptable Use Policy, or fraudulent activity; notice procedures; and post-termination obligations (return of equipment, settlement of outstanding amounts).

Dispute Resolution: PTA's Consumer Protection Regulations establish a complaint resolution framework — subscribers can escalate unresolved complaints to PTA's Consumer Complaint Cell if not resolved by the ISP within the prescribed period. The agreement should state the internal complaint handling process, escalation timelines, and the subscriber's right to approach PTA.

Forms-legal.com provides this Internet Service Agreement (Pakistan) template as a practical starting point for ISPs and subscribers. ISPs licensed by PTA should have their standard subscriber agreement reviewed by a qualified Advocate to confirm compliance with the latest PTA Consumer Protection Regulations and any amendments to PECA 2016 or the Pakistan Telecommunication (Re-organization) Act 1996.

Under the Companies Act 2017, the Securities and Exchange Commission of Pakistan (SECP) maintains the register of Pakistani companies. Section 16 of the Companies Act 2017 governs company incorporation. The Contract Act 1872 governs general contractual obligations. The Federal Board of Revenue (FBR) administers corporate tax under the Income Tax Ordinance 2001. The High Courts (Lahore, Sindh, Peshawar, Balochistan, Islamabad) have original and appellate jurisdiction.