ISLAMABAD

Pakistan’s telecom operators failed to meet the regulator’s benchmark for customer complaint response times, despite maintaining strong billing accuracy, according to the Pakistan Telecommunication Authority’s (PTA) Customer Service Performance Survey for the fourth quarter of 2025.

The survey, conducted under the Telecom Consumer Protection (Amendment) Regulations, 2017, assessed operators on customer support, complaint handling, billing accuracy, service activation, reconnection and emergency helpline accessibility.

The PTA found that none of the mobile operators achieved the required turnaround time for resolving customer complaints. Ufone was the only operator to meet the benchmark for operator assistance response and queue time, while Jazz was the sole operator to satisfy the overall problem resolution success rate.

All mobile operators met the billing accuracy standard, with Jazz, Zong and Ufone also complying with billing complaint resolution requirements. Telenor failed to resolve all billing complaints within the prescribed timeframe, while SCO did not submit the required billing data.

The survey also highlighted shortcomings in emergency helpline accessibility, identifying several emergency numbers that were either unavailable or incorrectly mapped across different networks in Quetta, Peshawar, Multan, Faisalabad and Gilgit-Baltistan.

Despite these deficiencies, all operators met the benchmarks for new service activation and service deactivation. Jazz and Zong also achieved a 100% success rate in reconnecting services within the prescribed 15-minute threshold.

The PTA said the findings reflected a mixed level of compliance across the telecom sector and would be shared with operators to ensure corrective action and improvements in customer service.