Pakistan Telecommunication Authority’s Customer Service Performance Survey for the fourth quarter of 2025 has found widespread shortcomings across the country’s mobile operators, with not a single operator meeting the benchmark for complaint response times. The survey, which evaluates how telecom companies handle customer service functions such as billing, complaint resolution, and reconnection times, paints a mixed picture of an industry still struggling with basic service delivery even as network infrastructure continues to expand.
Among the operators assessed, Jazz emerged as the clear leader, standing out as the only operator to satisfy the overall problem resolution success rate. The company also cleared the billing accuracy threshold, resolved billing complaints on time, and achieved a full 100 percent reconnection rate within the required 15 minute window, setting the pace on several of the survey’s most closely watched metrics.
The rest of the field struggled to keep up. Telenor, Zong, Ufone, and SCOM all fell short on problem resolution, with only Ufone meeting the benchmark for operator assistance and queue time. Telenor failed to resolve every billing complaint within the required timeframe, while SCOM did not provide the billing data required for evaluation at all. Zong’s complaint turnaround emerged as a particular weak point, with the operator resolving just 18.98 percent of problems within 24 hours, far below the expected benchmark.
There was more encouraging news on some of the more fundamental metrics. Every operator met the required thresholds for billing accuracy as well as service activation and deactivation, while Jazz and Zong both achieved full reconnection success within the prescribed time window, suggesting that core operational processes largely held up even as frontline customer support lagged behind expectations.
The most concerning findings from the survey involved emergency helplines. The regulator discovered that several emergency numbers were either unavailable or incorrectly mapped across networks in Quetta, Peshawar, Multan, Faisalabad, and Gilgit-Baltistan. In one particularly troubling case, child protection calls originating in Gilgit-Baltistan were found to be routed to Muzaffarabad instead of the correct local response service. Given that emergency services depend on rapid, accurate call routing, Pakistan Telecommunication Authority said these findings would be forwarded to the relevant operators for urgent correction, adding further pressure on companies already facing scrutiny over broader customer service shortcomings identified throughout the survey period.
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