Headquartered in the capital city of Manila, Philippine Long Distance Telephone Company (PLDT) is the largest

telecom service provider in the Philippines. Servicing about two-thirds of the fixed line and mobile telephone
markets, PLDT dominates the telecommunications field in the Philippines. Since its 2010 acquisition of rival
Digitel, Smart, PLDT’s mobile and internet subsidiary alone boasts almost 70 million subscribers.

PLDT provides the largest and most diversified range of telecommunications services in the country. Moreover,
PLDT’s infrastructure features the most extensive FTTH backbone, complemented by fixed line, mobile and
satellite networks.

COMPANY DESCRIPTION

PLDT, Inc., formerly Philippine Long Distance Telephone Company (PLDT), is a telecommunications service
provider in the Philippines. The Company operates through three business segments: Wireless, Fixed Line and
Others. The Company, through its business segments, offers a range of telecommunications services across the
Philippines' fiber optic backbone and wireless and fixed line networks. The Company's wireless segment provides
cellular, wireless broadband and other services, and digital platforms and mobile financial services. Its Fixed Line
segment provides local exchange, international long distance, national long distance, data and other network and
miscellaneous services under its fixed line business. It offers postpaid and prepaid fixed line services. Its Other
business consists of PLDT Communications and Energy Ventures, Inc. (PCEV), an investment holding company. It
also focuses on providing wireless voice communications and wireless data communications.

COMPANY PROFILE

Founded on November 28, 1928, the Philippine Long Distance Telephone Company (PLDT) is the leading
telecommunications and internet service provider in the Philippines. Through its three principal business groups—
fixed line, wireless and information and communication technology, PLDT offers the largest and most diverse range
of telecommunications services across the Philippines’ most extensive fiber optic backbone and fixed line, cellular
and satellite networks.

Philippine Long Distance Telephone Company (PLDT) provides telecommunications services. Through its main
business segments – wireless, fixed, and others, the company offers products and services like fiber optic backbone
and wireless, fixed line, broadband, and satellite networks. Wireless telecommunications services provided by Smart
Communications, inc., and Pilipino Telephone Corporation, its cellular service providers; Smart Broadband, Inc., its
wireless broadband provider; Wolfpac Mobile, Inc., its wireless content operator ; Mabuhay Satellite Corporation,
ACeS Philippines Cellular Satellite Corporation, and Telesat, Inc., and its satellite and very small aperture terminal
(VSAT) operators. The company also ventures in Business Process Outsourcing (BPO) and communications
infrastructure and services for internet applications, Internet protocol-based solutions and multimedia content
delivery provided by PLDT's subsidiary of ePLDT, Inc., call center services provided under ePLDT Ventus,
including Parlance Systems, Inx., and Vocativ Systems by SPi Technologies, Inc. The company started in the year
1928 and has its head office located in Makati City.

Company Description

Philippine Long Distance Telephone Company (PLDT) is the leading telecommunications provider in the
Philippines with about 2.4 billion wireless subscribers and nearly 2 billion fixed lines. PLDT offers primarily
prepaid mobile services under the Smart, Talk 'N Text, and CURE brands; it also offers mobile broadband and
satellite service. PLDT's fixed-line services encompass local, long-distance, data transmission, and network access
over a core fiber-optic network. The company provides information technology services, consulting, online gaming,
and communication software development through its information and communications technology (ICT) unit;
Internet access services are sold by its Infocom subsidiary.

PLDT Inc. (TEL), formerly Philippine Long Distance Telephone Company, was incorporated on November 28,
1928 following the merger of four telephone companies under US ownership. In 1967, effective control of TEL was
sold by General Telephone and Electronics Corporation to a group of Filipino businessmen. Over the period 1998 to
2011, Philippine Telecommunications Investment Corporation, Metro Pacific Resources Inc. (both of which are
Philippine affiliates of First Pacific Company), NTT DOCOMO, INC., NTT Communications Corporation, and JG
Summit Group acquired significant ownership of the common shares of TEL. On July 29, 2016, the Securities and
Exchange Commission approved the change in corporate name to the present one.

TEL is an integrated telecommunications service provider in the Philippines with its business activities categorized
into three units: wireless, fixed line, and others. The Company operates the Philippines' most extensive fiber optic
backbone and fixed line, and cellular network. The Company's wireless services are marketed under the "Smart",
"TNT", and "Sun Cellular" brands, while its fixed line services are marketed under "PLDT HOME" and "PLDT
ENTERPRISE."

Under its subsidiary, ePLDT, Inc., TEL operates 10 data centers nationwide, under the "VITRO" brand.

One of its direct subsidiaries, Voyager Innovations, Inc., operates digital platforms, one of which enables mobile
payments under the "PAYMAYA" brand.

TEL's subsidiaries include, among others, Smart Communications, Inc.; PLDT Clark Telecom, Inc.; PLDT Subic
Telecom, Inc.; PLDT Global Corporation; PLDT-Philcom, Inc.; PLDT-Maratel, Inc.; Bonifacio Communications
Corporation; Digital Telecommunications Corporation Phils, Inc.; PLDT Global Investments Holdings, Inc.; and
PLDT Digital Investments Pte Ltd.

TEL's common shares are listed and traded on the PSE, while the Company's American Depositary Shares are listed
and traded on the New York Stock Exchange in the US (NYSE: PHI).
Subsidiaries and Affiliates

 PLDT
 Smart Communications, Inc.
 ePLDT
 Digitel Mobile Philippines, Inc. (Sun Cellular)
 Voyager Innovations, Inc.
 Cignal TV
 FINTQNOLOGIES CORP.
 PayMaya Philippines, Inc. (formerly Smart eMoney, Inc.)
 MVP Rewards Loyalty Solutions, Inc.

OFFICE AND BRANCHES

Main Branch Address

Ramon Cojuangco Building, 7895 Makati Avenue corner Dela Rosa Street, Makati City 1229 Metro Manila

GMM NORTH/EAST

 SM TAYTAY- 2/f Bldg B SM City Bgy Dolores, Taytay Rizal 10AM - 9PM Monday - Sunday
 GATEWAY- 3/F Gateway Mall Araneta Center Cubao QC 10AM - 9PM Monday – Sunday
 SM FAIRVIEW- Level 3 Cyberzone SM City Fairview, Greater Lagro Quezon City Sunday - Thursday
10AM - 9PM Friday - Saturday 10PM - 10PM

GMM SOUTH/WEST

 SMART Festival Mall – Alabang; 3rd Floor Festival Mall, Filinvest Corporate City Alabang Muntinlupa
City 10AM - 9PM Monday to Sunday
 SMART SM Mall of Asia – Pasay 2nd Level North Wing SM Mall of Asia; Monday - Thursday, Sunday
10AM - 9PM Friday - Saturday 10PM - 10PM
 SMART SM Sucat- 3 Level Cyberzone SM Sucat 10AM - 9PM Monday to Sunday
 SM San Lazaro 3rd Level SM San Lazaro cor AH Lacson Sta. Cruz Manila
10AM - 9PM Monday to Sunday
 SM Muntinlupa- Level 2 SM Supercenter Tunasan Muntinlupa City
10AM - 9PM Monday to Sunday
 Robinson's Place Ermita- Level 1, Space 216, Robinsons Place Manila,Manila
Sunday - Thursday 10AM-9PM Friday - Saturday 10AM -10PM
 SM Las Pinas- 2nd Level SM Super Centerl Las Pinas, Pamplona Dos Alabang Zapote Rd. Las Pinas City
10AM-9PM Monday to Sunday
  Rockwell- R3 Power Plant Mall Rockwell Center, Makati City
Monday - Thursday 11AM-9PM Saturday 10AM-10PM Sunday 10AM-9PM
 SM Aura- 4th floor, SM Aura Premier, 26th st. Corner McKinley Parkway Taguig City
10AM-10PM Mondays to Sundays
 Molito Alabang- Molito 2, Unit #5 Madrigal Ave. cor. Alabang-Zapote Road, Alabang, Muntinlupa City
9AM-6PM Monday – Saturday

NORTH LUZON hide

San Fernando La Union- G/F Rudel Bldg. Quezon Avenue, San Fernando, La Union City

Monday - Friday 8:30AM-5:30PM Saturday 8:30AM-4:30PM

Candon- GF, Gloria BLdg. National Hi-way, Candon City

8:30AM Monday - Friday

Vigan- GF, Plaza Maestro Commercial Complex, Florentino St. Vigan City

8:30AM-5:30PM Monday - Friday

Nepo Mall Dagupan- Unit 114, Nepo Mall Bldg., Arellano St. Dagupan City, Pangasinan

Sunday to Thursday 10AM-9PM Friday to Saturday 9AM-9PM

SM Rosales- GF, SM City Rosales, Pangasinan

10AM-9PM Monday – Sunday

CENTRAL LUZON hide

Solano Nueva Vizcaya

G/F Dr Renato Allas Bldg (beside Chowking), National Highway, Solano, Nueva Vizcaya

8:30AM-5:30PM Monday - Friday

Waltermat PlaridelBulacan

Waltermart Shopping Center, Banga 1st, Cagayan Valley Rd., Pluraidel Bulacan.

10AM - 9PM Monday - Sunday

SOUTH LUZON hide

SMART Store - SM Dasma SSC

2/F SM City Dasmarinas Governor's Drive Dasmariñas Cavite

10AM - 9PM Monday - Sunday

SMART Store - SM Naga - Legaspi SSC

2/F SM City Naga CBD II Bgy Triangulo Naga City

10AM-9PM Monday - Sunday

SMART-SM Sta Rosa- LTI SSC

2/F SM City Sta. Rosa Bgy Tagapo Sta. Rosa City Laguna

10AM-9PM Monday - Sunday

VISAYAS hide

SMART SM Bacolod, Reclamation Area

G/F Unit 112 South Wing, SM City Reclamation Area, Bacolod City, Negros Occidental

10AM-9PM Monday - Sunday

SMART SM North Cebu, Juan Luna Ave

2nd Level, Cyberzone, SM City, North Reclamation Area, Cebu City, 6000

10AM-9PM Monday - Sunday

SMART Ayala Center, Cebu Business Park

6th Floor, Metro Ayala Center, Archbishop Reyes, Cebu City

10AM-9PM Monday - Sunday

SMART SM City Lapaz Iloilo

2nd Level SM City, Mandurriao, Iloilo City 5000

10AM-9PM Monday - Sunday

MINDANAO hide
SMART Store - Cagayan Lim Ket Kai Mall

Cagayan Lim Ket Kai Mall, Dr 2 Ground Level Limketkai Center CDO

10AM-8PM Monday - Sunday

SMART Store - SM Ecoland, Matina

2/F Cyberzone SM Annex, Ecoland, Davao City

10AM-9PM Monday - Sunday

SMART Store - SM GenSan, General Santos City

3rd Level SM City Gensan, San Miguel St cor Santiago Blvd., Lagao, General Santos City

10AM-8PM Monday – Sunday

The Study of the Well-being

Chapter 1 THE PROBLEM AND ITS SETTING

 Introduction
 Theoretical Framework
 Conceptual Framework
 Statement of the Problem
 Hypothesis (if any, depending on the nature of the problem)
 Scope and Limitations of the Study
 Significance of the Study
 Definition of Terms (for technical programs only)
Chapter 1 THE PROBLEM AND ITS SETTING

 Introduction
 Statement of the Problem
 Thesis Arguments (if any, depending on the nature of the problem)
 Theoretical Framework
 Conceptual Framework
 Scope and Limitations of the Study
 Significance of the Study

KEY CONCERNS ENGAGEMENT FREQUENCY OF RESPONSE TO

METHODS ENGAGEMENTS KEY CONCERNS
 Company image  Market research studies  By way of annual  Service access
and reputation to understand customer research program  Service quality
 Products portfolio needs and pain points with planned and
 Quality of service  Voice of the Customer quarterly network
 Pricing studies to monitor activities improvements

 Channels/means to company performance  Year-round  Customer data

contact from the customer’s customer privacy and

 Service Level point of-view (e.g. interactions information

 Agreements for
satisfaction, advocacy)  1-3 times per security

service  Monitoring and analysis month for online  Innovation in

provisioning, of internal customer customer panels products and

restoration, and metrics to optimize services

queuing, and network, channel,  Streamlined

transaction times and service delivery product portfolio

performance and offerings
 Billing process
and delivery  Customer interactions across business

 Payment and across various units

collection touchpoints and  Affordable

channels: business services and
 Data privacy
offices, call centers, access to foster
online service (email, inclusion of the
website, social media), 95% of our
self-service facilities, wireless
sales agents, subscribers on
 relationship managers, prepaid platform
technicians/contractors,  Digitalization and
bill delivery service automation
providers, SMS facility  Paperless or
 • Operation of online electronic billing
 customer panels to  Digital and online
 crowdsource customer channels
 feedback and ideas  Sustainability
 • myHome app reporting

 • MVP Rewards
 • myPLDTSmart app

Sustained improvements in revenues have been driven by greater data adoption by our
subscribers, underpinned by simplified offers anchored on the GIGA value proposition, which
addresses and enables customer passion points," said Jane J. Basas, Senior Vice President
and Head of Consumer Wireless Business at Smart.

The Group expanded initiatives to encourage stronger data adoption and use, including the
rebranding of the Sun Cellular prepaid service to Smart Prepaid. This brought a much better
mobile experience to existing Sun Prepaid customers, including access to the GigaLife App,
GIGA promos, and retailers, without the need to change their mobile numbers.

The Consumer Wireless Business also recently offered all its prepaid customers the GIGA K-
Video with a new international endorser, Park Seo Jun. Giga K-Video allows Smart prepaid
subscribers to enjoy ad-free streaming and unlimited downloads of K-dramas via the VIU
Premium video streaming platform.

It has likewise launched GIGA Pro, Smart’s biggest prepaid data pack for heavy data users.
This follows GIGA Work and Giga Study which were launched earlier, providing data allocations
for work collaboration tools and learning apps, specifically tailored for employees’ online
productivity needs and students’ online education needs.

The GigaLife App was also recently launched for prepaid and postpaid Signature subscribers, to
enable them to manage their subscriptions more seamlessly.
Powering these services are PLDT and Smart Communications, Inc. (Smart)'s ramped-up
nationwide rollout of their fixed and wireless networks

5G is seen to enable machine-to-machine communication via mobile. Its use cases worldwide
span in different industries, such as retail, transport, manufacturing, logistics and warehousing
sectors, as well as intelligent solutions for customer support and smart homes, among others.

As of September 2020, Smart has increased the number of its LTE base stations by 17%, compared to end-2019.
Smart's mobile service is supported by PLDT's fiber infrastructure, the most extensive in the country at 395,000
kilometers, up by 22% from end-2019. To date, 95% of the Philippine population is now covered by Smart’s mobile
data networks.