ISLAMABAD (APP) - The Pakistan Telecommunication Authority (PTA) has conducted a comprehensive survey to evaluate the Customer Service Key Performance Indicators (KPIs) of all Cellular Mobile Operators (CMOs) operating in Pakistan.
The survey assessed critical aspects of customer interaction and service delivery, including helpline accessibility, response time for operator assistance, complaint resolution turnaround time, success rate of issue resolution, and accessibility of emergency services.
According to a news release, the evaluation was conducted in accordance with the Telecom Consumer Protection Regulations, 2009.
The findings indicate a mixed trend of compliance and non-compliance across the industry. Notably, call center operator access times exceeded the prescribed thresholds for all CMOs, namely Jazz, Telenor Pakistan, Ufone, Zong, and Special Communications Organization (SCOM), indicating prolonged waiting times for customers seeking assistance. Furthermore, SCO did not provide the required data relating to billing accuracy and associated complaints.
The survey also identified discrepancies in the routing and mapping of emergency helplines. These included the misrouting of Child Protection Helpline (1121) calls in Gilgit-Baltistan, as well as the absence of proper mapping for essential services such as Edhi (115), Pakistan Railways (117), NDMA (911), and Chhipa (1020) across certain operators and regions.
These shortcomings require immediate corrective measures to ensure reliable, timely, and efficient service delivery.
On a positive note, the issue regarding access to PTA’s toll-free helpline from subscribers of all operators, which had been highlighted in the previous survey, has been successfully resolved across the industry.
In addition, significant improvement has been observed in reconnection time performance, with most operators meeting the prescribed thresholds during the current reporting period.
PTA has directed all operators to address the identified deficiencies and submit compliance reports within one month.