The Pakistan Telecommunication Authority (PTA) has identified major shortcomings in the performance of mobile phone call centres across the country, following the completion of its first quarterly survey. Conducted to assess the quality of customer service, the survey focused on several critical areas, including helpline availability, response times, complaint resolution, and emergency service accessibility.
According to PTA findings, response times at all mobile call centres exceeded the established benchmark, indicating significant delays in customer support. Moreover, none of the mobile operators provided data regarding the restoration timelines of disconnected networks, pointing to a lack of transparency.
The Special Communication Organisation (SCO) was specifically highlighted for failing to submit essential data related to billing analysis and consumer complaints. Additionally, SCO users were found unable to access PTA’s designated free helpline, raising concerns about service accessibility.
In response, the PTA has issued directives to all operators, requiring them to address these deficiencies and submit a full compliance report within one month. The authority aims to ensure better service standards for telecom consumers in Pakistan.
