Several shortcomings were identified in the performance of mobile phone customer service departments on Tuesday.
According to the details, the Pakistan Telecommunication Authority (PTA) completed its first quarterly survey of call centres. The survey reviewed issues related to helpline availability, response times, complaint handling and access to emergency services.
The response times of all mobile phone call centres exceeded the fixed benchmark. None of the companies provided statistics on the restoration of disconnected networks.
Additionally, the Special Communication Organisation (SCO) failed to submit the required data for billing analysis and complaints.
SCO consumers were also unable to access the PTA’s free helpline.
The PTA has directed all operators to rectify the identified issues and submit a compliance report within one month.
