Check How Fast Jazz, Telenor, Zong and Ufone Answer and Fix Complaints: PTA's Q4 2025 Survey
PTA's Q4 2025 survey shows how fast Jazz, Telenor, Zong, Ufone and SCOM answer calls and fix problems. See the scores and how to escalate a slow complaint.
Short answer: PTA's Q4 2025 call centre survey found that no mobile operator met the 48 hour complaint response target. Only Ufone met the target of answering 98 per cent of helpline calls with an agent within 45 seconds. Only Jazz met the 72 hour problem-resolution target.
You call your operator about a wrong deduction. The IVR answers at once, then you wait. Whether that wait is normal or a breach depends on a number most people have never seen. PTA sets that number, and it published how each operator did against it.
We opened PTA's Call Center Survey page and read the Q4 2025 report, a PDF of 11 pages, on 12 October 2026. We did not repeat any of the tests ourselves. All the figures below are PTA's. The page does not say when PTA posted the report, and the survey calls were made between 8 October and 18 November 2025.
PTA made 100 test calls to each operator and took the rest from their records
PTA checked five operators: Jazz, Telenor, Zong, Ufone and SCOM (SCO's mobile service). It dialled 100 calls to each helpline. For complaint response and problem resolution it used data supplied by the operators themselves, as the report footnote states.
The targets come from PTA's Telecom Consumer Protection (Amendment) Regulation, 2017. The report quotes them as thresholds. Our guide to what PTA says your operator's helpline and billing must meet explains the standards. This report shows how the operators scored against them.
Only Ufone answered 98 per cent of calls with an agent within 45 seconds
PTA marks all five operators as meeting the first test, helpline access. The target there is 90 per cent of calls answered by the IVR within 5 seconds, and 99 per cent within 10 seconds. The second test, reaching a live agent within 45 seconds, was missed by four of five operators.
| Operator | Helpline answered within 5 seconds (target 90%) | Agent within 45 seconds (target 98%) | Longer than 45 seconds |
|---|---|---|---|
| Jazz | 100% | 77% | 23% |
| Telenor | 100% | 96% | 4% |
| Zong | 100% | 85% | 15% |
| Ufone | 81% | 99% | 1% |
| SCOM | 97% | 87% | 13% |
Ufone stands apart. It answered the IVR within 5 seconds only 81 per cent of the time, which is below the 90 per cent line, but the report shows it reaching 100 per cent by 10 seconds. It then put a live agent on the line fastest.
No operator met the 48 hour complaint response target
The target is a response to 99 per cent of complaints within 48 hours. The best result was Jazz at 92.56 per cent. Zong was lowest at 68.97 per cent. These figures come from the operators' own data, not from PTA's test calls.
| Operator | Response within 48 hours (target 99%) | Problem solved in 24 hours (target 80%) | In 48 hours (target 95%) | In 72 hours (target 99%) |
|---|---|---|---|---|
| Jazz | 92.56% | 77.79% | 93.43% | 99.19% |
| Telenor | 88.1% | 75.1% | 82.2% | 92.5% |
| Zong | 68.97% | 18.98% | 40.48% | 66.69% |
| Ufone | 78% | 63% | 78% | 88% |
| SCOM | 88.99% | 82.94% | 88.99% | 91.54% |
PTA's compliance summary records Jazz as meeting the problem-resolution target overall. SCOM met the 24 hour step only. Telenor, Zong and Ufone met none of the three steps.
Billing complaints were rare, and Telenor missed one target
All five operators stayed under the limit of 0.2 valid billing complaints per 100 bills. The one billing miss was Telenor, which resolved 97.04 per cent of complaints in 5 working days against a target of 100 per cent. SCO did not give PTA the data it needed to assess billing complaints.
| Operator | Bills in the sample month | Valid complaints | Resolved in 3 working days (target 90%) |
|---|---|---|---|
| Jazz | 1,808,024 | 33 | 97.92% |
| Telenor | 1,629,862 | 37 | 94.09% |
| Ufone | 1,293,532 | 102 | 100% |
| Zong | 9,809 | 1 | 100% |
| SCOM | 8,040 | 16 | Not provided |
The report says the bills were issued in March 2025, even though it is a Q4 2025 report. The Zong and SCOM bill counts also look small beside the others. We cannot explain either point and print the figures as PTA lists them. Reconnection after a payment is the other billing test. The target is 15 minutes. Jazz and Zong reached 100 per cent, Ufone 96.31 per cent and Telenor 78 per cent.
Emergency short codes were not mapped in five city tests
The survey dialled 13 emergency short codes from each network. In five cities, a code either did not reach the right service or went to another city. This is a map problem inside the network, not your phone.
- SCO in Gilgit: 115, 117, 118, 911 and 1020 were not mapped, and 1121 was routed to Muzaffarabad instead of Gilgit.
- Telenor in Quetta: 114, 1101, 911, 1020 and Balochistan's 1121 were not mapped.
- Ufone in Peshawar: 115, 1125, 911 and 1020 were not mapped.
- Jazz in Multan: 16 and 1121 were not mapped.
- Zong in Faisalabad: 117 and 1020 were not mapped.
The report says the findings may be shared with the operators and that SCO needs to fix the 1121 routing. A code that is not mapped in one city may work in another. Do not rely on a short code you have not tried. Save the full local number of your ambulance service as well, as listed in our Edhi and Chhipa ambulance numbers and the emergency numbers list.
What to do when your operator is slow to answer or fix a problem
Write down the date, time and complaint number for every call. If the operator misses the time limits above, take the complaint to PTA, which is free. Do this before you pay a disputed bill or give up on a refund.
- Call your operator's helpline and ask for a complaint number. Note the time.
- Wait 48 hours for a response, then 72 hours for a fix.
- If there is no fix, file a complaint with PTA. Our guide on how to complain about your mobile network to PTA shows the screens, and the upgraded PTA complaint app explains the OTP login.
- Or call PTA's helpline on 0800-55055. It is free from mobile, as in our check on 0800 toll-free calls.
One PTA press release of February 2026 printed the helpline as 0800-55050, while the survey report and PTA's website footer give 0800-55055. We use 0800-55055. Our list of verified telecom helplines carries the same number.
Common questions
Which mobile operator has the best customer service in Pakistan?
PTA's Q4 2025 survey does not rank operators. Jazz did best on problem resolution. Ufone did best on reaching an agent within 45 seconds. No operator met every target.
How fast must an operator respond to my complaint?
The target in the survey is a response within 48 hours for 99 per cent of complaints. Problems should be solved within 24 hours for 80 per cent, 48 hours for 95 per cent and 72 hours for 99 per cent.
Are these results from PTA's own tests?
Partly. Helpline and agent access come from 100 test calls to each operator. Complaint response and resolution figures come from data the operators supplied, as the report notes.
Did every operator miss the same targets?
No. All five met helpline access, valid billing complaints, service activation and de-activation. Only Ufone met the agent wait target and only Jazz met problem resolution.
Is the Q4 2025 survey current?
It is the newest call centre survey on PTA's page that we found on 12 October 2026. The calls were made in October and November 2025, so results may have changed.
What should I do if an emergency short code fails?
Dial the full local number of the service instead, and tell your operator. PTA's report lists the codes that were not mapped in five cities, but a failure can happen elsewhere.
How we verified this
What we checked, where we read it, and what we could not confirm.
We read PTA's Call Center Survey page and its Q4 2025 report, Customer Service Performance of Telecom Service Providers, on 12 October 2026. We did not repeat the tests. Complaint turnaround and problem resolution figures are operator-supplied, and the billing sample month is printed as March 2025. We did not read PTA's separate appendix tables for emergency short codes beyond the summary list in the report.
About the author
Technology Journalist & Multimedia Producer
Ahmad Ali is a technology journalist and multimedia producer at Pakistan Era, joining the team in October 2026. He covers consumer technology and digital life for Pakistani readers, combining research with hands-on product testing.
