The Pakistan Telecommunication Authority has completed a detailed survey on customer service performance across mobile networks in Pakistan. The review focused on customer service key performance indicators for all cellular mobile operators in the country.
The assessment covered several key areas of user experience. These included helpline access, operator response time, complaint handling speed, issue resolution success rate, and access to emergency services. The survey was conducted under the Telecom Consumer Protection Regulations, 2009, which set service standards for operators.
The results show a mixed performance across the industry. All major operators, including Jazz, Telenor Pakistan, Ufone, Zong, and Special Communications Organization, failed to meet the required call center access time limits. Customers experienced longer waiting times than allowed under the regulations.
In addition, the Special Communications Organization did not submit complete data on billing accuracy and related complaints. This gap limited a full evaluation of its customer service performance.
The survey also highlighted issues in emergency helpline routing and mapping. In Gilgit-Baltistan, calls to the Child Protection Helpline 1121 were misrouted. At the same time, several essential services were not properly mapped across networks. These included Edhi Foundation at 115, Pakistan Railways at 117, National Disaster Management Authority at 911, and Chhipa Welfare Association at 1020.
Overall, the findings show that improvements are still needed in customer service delivery and emergency response systems across telecom operators in Pakistan. The PTA emphasized the need for immediate corrective actions to ensure better reliability and faster support for users.
