The Pakistan Telecommunication Authority (PTA) has completed a detailed survey assessing Customer Service Key Performance Indicators (KPIs) of all Cellular Mobile Operators (CMOs) in Pakistan for Q1 2025.
The survey measured key customer service elements such as helpline accessibility, operator response times, complaint resolution speed, problem-solving success rates, and access to emergency services.
Conducted under the Telecom Consumer Protection (Amendment) Regulations, 2017, the survey revealed a mixed performance across the industry. A major concern was the prolonged wait times for call center operator access, which exceeded acceptable limits for all CMOs. Additionally, none of the operators—Jazz, Telenor, Ufone, Zong, and SCO—provided complete data on reconnection times after billing-related service disconnections.
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SCO failed to submit data related to billing and complaint handling. Issues were also noted with emergency call routing on Ufone’s network, and SCO users faced difficulties accessing PTA’s Toll-Free Helpline (0800-55055) due to network mapping problems.
PTA has instructed all operators to rectify these issues promptly and submit compliance reports within one month.
