Pakistan’s telecom operators have stumbled on customer service, and a fresh regulator report lays the failures bare. The Pakistan Telecommunication Authority’s Customer Service Performance Survey for the fourth quarter of 2025 found widespread shortcomings across the board. Notably, not a single mobile operator met the benchmark for complaint response times.
Among the pack, one name stood out for the right reasons. Jazz emerged as the clear leader, since it was the only operator to satisfy the overall problem resolution success rate. It also cleared the billing accuracy threshold, resolved billing complaints on time, and hit a perfect 100% reconnection rate within the 15-minute window. So while rivals faltered, Jazz set the pace on the metrics that matter most.
The rest of the field struggled to keep up. Telenor, Zong, Ufone, and SCOM all fell short on problem resolution, and only Ufone met the benchmark for operator assistance and queue time. Telenor failed to resolve every billing complaint on time, while SCOM did not even provide the required billing data. Zong’s complaint turnaround was especially weak, since it resolved just 18.98% of problems within 24 hours.
There was better news on the basics, though. Every operator met the thresholds for billing accuracy as well as service activation and deactivation. Jazz and Zong both achieved full reconnection success inside the prescribed time. So the core plumbing of these networks largely held, even as frontline support lagged.
The most troubling findings involved emergency helplines. PTA discovered that several emergency numbers were either unavailable or wrongly mapped across networks in Quetta, Peshawar, Multan, Faisalabad, and Gilgit-Baltistan. In one alarming case, child protection calls in Gilgit-Baltistan were routed to Muzaffarabad instead. For a service where seconds decide outcomes, that gap is dangerous, so PTA said the findings will go to operators for urgent correction.
