The Pakistan Telecommunication Authority (PTA) has completed a comprehensive survey of the customer service performance of five cellular mobile operators.
According to details surfaced on Thursday, the PTA has reviewed helpline access, complaint resolution and emergency service response in detail. The report stated that call centre operator access times across all CMOs remained above the prescribed limit. Users also reported prolonged waiting times for call centre assistance.
Deficiencies were also found in the routing and mapping of emergency helplines. In Gilgit-Baltistan, incorrect routing of calls to the Child Protection Helpline 1121 was identified.
Shortcomings were also observed in the services linked to Edhi, Pakistan Railways and the NDMA in certain operators and regions.
The PTA has directed mobile operators to rectify the deficiencies and submit a report within one month, adding that access to the PTA toll-free helpline has been made available to users of all operators.
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