ISLAMABAD: The Pakistan Telecommunication Authority (PTA), in addition to mobile operators complaint mechanism, has also commissioned a Complaint Management System (CMS) to ensure prompt relief to mobile phone users.
The regulator is pursuing a two layer complaint handling mechanism, which is being regularly monitored to facilitate the consumers, especially in case they face issues not being resolved by operators.
According to an official source, to facilitate the mobile phone consumers, the regulator has directed all the mobile operators to establish complaint facilities at their offices.
The consumers can launch their complaints online (on operators website), through mobile phone and by visiting company offices, the official said and added that the mobile operators were helping the consumers round-the-clock if they face any problem.
He said that to control spamming effectively, mobile operators had also been directed with detailed procedures to block SMS sending facility of numbers, involved in spamming. The facility is opened after written undertaking of the subscriber, he said.
Mobile operators provides facility of Spam Reporting through short code 9000 on all networks.
He said on the instructions of PTA, a common short code (420) was made available to mobile subscribers to opt for obnoxious call/SMS blocking facility while telemarketers were not allowed to send SMS to customers on their own. For this purpose a common short code 3627 (DNCR) has been issued, he added.
Moreover, the official said tha the PTA, in order to stop fraudulent communication, had directed the mobile operators that balance transfer facility should only be activated through an explicit consent or request from mobile subscribers.
He said tha the PTA strongly believed that the key towards consumer activism was through creating awareness among the consumers regarding their telecom rights as well as knowledge about the contacts and procedures to lodge complaints and grievances.
In this respect, he said th athe PTA and mobile operators were regularly publishing advertisements in media for the awareness of mobile consumers.
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