The Pakistan Telecommunication Authority (PTA) has released the results of its latest survey assessing the Customer Service Key Performance Indicators (KPIs) of all Cellular Mobile Operators (CMOs) for the first quarter of 2025, highlighting both progress and persistent challenges in the sector.
The comprehensive survey, conducted in line with the Telecom Consumer Protection (Amendment) Regulations, 2017, evaluated critical aspects of customer interaction, including helpline accessibility, operator response times, complaint resolution efficiency, and access to emergency services.
Findings reveal a mixed picture across the industry. Notably, all major operators—Jazz, Telenor, Ufone, Zong, and SCO—recorded call center operator access times that exceeded PTA’s defined thresholds, indicating longer-than-acceptable wait times for customers. Additionally, none of the operators provided complete data on reconnection times following billing-related disconnections.
The survey also identified operator-specific issues. SCOM failed to submit data for billing and complaints analysis, while Ufone’s network experienced emergency call routing problems. SCO users were unable to access PTA’s Toll-Free Helpline (0800-55055) due to network mapping limitations.
In response, the PTA has directed all operators to address these shortcomings and submit compliance reports within one month, underscoring the regulator’s commitment to improving customer service standards across Pakistan’s telecom sector.
