ISLAMABAD — Pakistan Telecommunication Authority has identified delays in customer support services and flaws in emergency helpline routing during a nationwide survey of telecom operators’ customer service performance indicators.
The PTA said the survey reviewed customer service key performance indicators (KPIs) of all cellular mobile operators operating in Pakistan, including Jazz, Telenor Pakistan, Ufone, Zong and Special Communication Organization.
According to the regulator, the survey examined multiple aspects of telecom customer support, including helpline accessibility, response times, complaint resolution, issue resolution rates and access to emergency services. The assessment was conducted under the Telecom Consumer Protection Regulations 2009.
The PTA said all telecom operators exceeded the maximum allowed waiting time for access to call center operators, resulting in delays for customers seeking assistance.
The survey also found that SCOM did not provide required information related to billing accuracy and complaint handling.
Emergency helpline mapping issues identified
The regulator said several emergency helpline routing and mapping problems were also detected during the survey.
These included incorrect routing of Child Protection Helpline 1121 calls in Gilgit-Baltistan and mapping issues involving emergency and public service numbers such as Edhi (115), Pakistan Railways (117), NDMA (911) and Chhipa (1020) in certain regions and networks.
The PTA directed operators to take immediate corrective measures to ensure reliable and timely access to emergency services for consumers.
Improvement recorded in reconnection services
The authority noted some improvement in service delivery compared to previous surveys.
According to the PTA, an earlier issue involving limited access to the regulator’s toll-free helpline for customers across different telecom networks has now been resolved.
The regulator also said most telecom operators showed improvement in reconnection time performance during the latest reporting period and met the required benchmarks.
The PTA instructed all operators to address the identified shortcomings and submit detailed compliance reports within one month.
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