Complaint handling, call centers: SECP survey identifies gaps in user experiences

ISLAMABAD: The "Stakeholder Perception & Feedback Survey" of the Securities and Exchange Commission of Pakistan (SECP) has identified gaps in user experiences with corporate registry and challenges regarding clarity of regulations and turnaround time of complaint handling and call centers.

The Securities and Exchange Commission of Pakistan (SECP) has released the findings of a comprehensive "Stakeholder Perception & Feedback Survey" conducted by Gallup Pakistan. The survey, the first of its kind undertaken by the regulatory body, reveals a high level of confidence in SECP’s fairness and market stewardship while highlighting key areas for operational improvement.

The survey, which covered Corporate Registries, Capital Markets, Insurance, and NBFCs, indicated consistent trust in the SECP’s intent. Stakeholders awarded scores ranging from 3.1 to 3.6 on a 5-point scale regarding the regulator's integrity. Gallup Pakistan noted that such positive perception is significant, given that public sector scores in Pakistan typically fall within a conservative band.

However, the findings also identified gaps in user experience. Stakeholders, particularly within the Corporate Registry, pointed to challenges regarding the turnaround time (TAT) of queries, the clarity of regulations, and the responsiveness of support channels.

In response to these findings, the SECP has announced an immediate strategic shift to ensure a more "agile, responsive, and business-friendly regulatory environment".

"We acknowledge the findings and recommendations provided by Gallup Pakistan," stated Mr. Akif Saeed, the Chairperson, SECP. "While we are heartened by the trust the market places in our integrity, we are equally committed to respecting our stakeholders' time. As a result, SECP is devising a strategy to develop plain-language text and video content for the general public and acts to rigorously review the turnaround time of our complaint handling and call centers."

The SECP intends to periodically repeat the survey to measure progress against the identified opportunity areas and keep working to further strengthen the trust displayed by the stakeholders.

Copyright Business Recorder, 2025