In a recent evaluation, the Pakistan Telecommunication Authority (PTA) uncovered major flaws in the performance of mobile phone customer service centres, raising concerns over their reliability and efficiency.
The PTA’s first quarterly survey highlighted issues with helpline availability, slow response times, poor complaint resolution, and limited access to emergency services. Notably, none of the mobile operators met the response time benchmark set by the authority.
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Further shortcomings were found in the Special Communication Organisation (SCO), which failed to provide essential billing and complaint data for analysis. SCO users were also reportedly unable to access the PTA’s toll-free complaint helpline.
Taking notice of these failings, the PTA has issued directives to all telecom operators to fix the highlighted problems and submit a compliance report within a month.
