Introduction:
We are resolute to provide our customers with an excellent service. This is only possible if customers converse with us. We value input from every customer and are open to suggestions, feedbacks, criticism which helps us in our efforts to provide the best services.
Company Mission
To be the leading mobile Operator of Pakistan by continuously innovating and offering exceptional quality services; to be a good corporate citizen and envoy of friendship between China and Pakistan.
Vision
Make communication exciting.
Having said that we will strive for the following;
Standard & Quality of Service
- We will ensure possible service quality as per our license and the applicable legal regime administered by the PTA.
- Customer services is at the core of our business and we will try to ensure our customers stay in touch with loved ones at all time
- We will ensure clear and focused advertising and customer communication regarding our products and services
- Customer services help line will abide by industry global standards.
- We will not use any unfair Commercial Practices while selling services to customers, as prescribed under the provisions of Telecom Consumers Protection Regulations 2009.
Customer Communication & Advertising
We will ensure clear and focused advertising and customer communication regarding our products and services, providing clear information regarding the pricing and taxation, so that our valued customers can take well informed decisions about availing our services.
Customer touch-points and complaint handling
Customers' input received is a major contribution for the company to come up with packages and offers which are up to the customers' expectations or even beyond expectations. For this we ensure that we provide the maximum touch-points to our valuable subscribers to reach us. The channels through which our consumers can reach us are:
- Via our 24/7 helpline 310 where our representatives are available round-the-clock to furnish help to our valued subscribers.
- 24 Customer Service Centers/ 177 Franchises spread nation-wide making customer facilitation on the front-end in easy reach of the customers.
- Via email by writing to us at customerservices@zong.com.pk Via Fax to 051-111-031-031
- Via P.O Box # 1810
- Via FACEBOOK – ZONG is a pioneer in launching complaint handling via this mode.
CMPak will receive complaints, queries, suggestions and requests through the above-mentioned channels and will handle them according to the nature.
CMPak Call Center has a pre-defined service level agreement with all related departments which has been set according to the complaint/request classification keeping in mind immediate customer facilitation.
Turnaround time of complaints
| Complaints | TAT |
| Coverage complaint | 48 hrs |
| Congestion complaint | 48 hrs |
| Inbound Roamer Complaint | 48 hrs |
| ONNET Connectivity-IC | 48 hrs |
| ONNET Connectivity-OG | 48 hrs |
| Call Drop | 48 hrs |
| Low/ Distorted Voice | 48 hrs |
| No audio | 48 hrs |
| Echo call/Cross talk | 48 hrs |
| International call connectivity – OG | 48 hrs |
| MNP IC Call Issue On Net | 48 hrs |
| MNP IC Call Issue Off Net | 48 hrs |
| MNP OG Call Issue On Net | 48 hrs |
| MNP OG Call Issue Off Net | 48 hrs |
| Zong Yaari Call Connectivity Complaint | 24 Hours |
| Zong Yaari Call Drop Complaint | 24 Hours |
| Insufficient Balance | 24 Hours |
| PTCL connectivity | 48 hrs |
| Connectivity Complaint(from all operators)-IC | 48 hrs |
| Connectivity Complaint(from all operators)-OG | 48 hrs |
| Delay SMS Delivery On Net / Off Net | 48 hrs |
| Bulk SMS Delivery | 48 hrs |
| ON NET SMS IC | 48 hrs |
| ON NET SMS OG | 48 hrs |
| OFF NET SMS IC | 48 hrs |
| OFF NET SMS OG | 48 hrs |
| MNP IC SMS On Net | 48 hrs |
| MNP OG SMS On Net | 48 hrs |
| MNP IC SMS Off Net | 48 hrs |
| MNP OG SMS Off Net | 48 hrs |
| International SMS Complaint OG | 48 hrs |
| Call waiting complain | 24 hrs |
| CLI Complaint | 24 hrs |
| Call Forwarding complaint | 24 hrs |
| Conference calling complain | 24 hrs |
| MCA complaint | 24 hrs |
| USSD Complaint | 24 hrs |
| Anonymous Sms Complaint | 2 business days |
| SMS_Email complaint | 24 hrs |
| WEB to SMS complaint | 24 hrs |
| SMS not deliver_short Code | 2 business days |
| SMS over charging_short code | 24 hrs |
| Voice mail complaints | 24 hrs |
| FUN GREETING complaint | 24 hrs |
| Chit Chat Corner complaint | 24 hrs |
| Dial Tuness one key press complaint | 24 hrs |
| Dial Tuness general complaint | 24 hrs |
| Dial Tuness registration/unregistration complaint | 24 hrs |
| GPRS COMPLAINT | 48 hours |
| MMS COMPLAINT | 48 hours |
| subscription through short code | 48 hours |
| Keh Do Message Complaint | 48 hours |
| Scratc Cards Recharge Problem | 24 hrs |
| Scratch Card Availability | As soon as Possible |
| ATM Payment Complaint | 3 business days |
| Internet Payment Complaint | 3 business days |
| Bank Phone banking Payment Complaint | 3 business days |
| CSC Payment Complaint | 6 business hrs |
| Prepaid Balance Adjustment | 2 business days |
| Post Paid Bill Adjustment | 2 business days |
| Bill not received_Email | 1 business day |
| Bill Not Received | 3 working days for Metro / 7 working days for remote |
| Duplicate Bill Delivery Email | 48 Hours |
| Delayed Post Payment Restoration | 1 hour |
| Package plan complaints | 24 hrs |
| Zong BYN Home Delivery Complaint | 48 Hours |
| Package switching complaint | 24 Hours |
| Incoming Block Before Expiry | 24 hrs |
| Wrong expiry on system | 24 hrs |
| Activation complaint | 4 hrs |
| New SIM Activation | 5 hrs |
| Over charging | 3 Business Days |
| SMS Overcharging Short Codes | 24 Hours |
| SMS Overcharging on All Network | 24 Hours |
| SMS overcharging ONNET | 24 hrs |
| SMS overcharging OFFNET | 24 hrs |
| Security Refund delay | 5 Days |
| Promotion Pull service Delayed/Not Received/Wwrong Content Received | 24 hrs |
| Promotion Push service Delayed/Not Received/Wrong Content Received | 24 hrs |
| Mini Load BNR | 2 business days |
| Yaari Load Not Received | 24 Hours |
| MNP Promo Complaint | 24 Hours |
| Yaari Load Transfer Complaint | 24 Hours |
| Complaints Related to Franchise | 3 business days |
| Staff Related | 3 business days |
| Customer data Not updated / Verified | 24 Hrs |
| Delay MNP complaint | 2 business days |
| Franchise system not available | 3 Business Days |
| Commercial Website | 24 Hrs |
| Tax Certificate Complaint | Home Delivery = 2 Business Days / Fax & Email = 24 Hours |
| IVR Connectivity complain | 24 Hours |
| IVR Menu Comlpain | 24 Hours |
| Obnoxious Caller | 24 Hrs |
| Delay in change of ownership | 24 Hrs |
| Delayed Change Address | 24 Hrs |
| New Connection Availability | ASAP |
| Access Level Downgrade | 24 hrs |
| Access Level Upgrade | 24 hrs |
| IR Activation | 24 hrs |
| IR De-activation Instruction | 24 hrs |
| VMA | 2 hrs |
| VMD_Postpaid only | 2 hrs |
| Conference Calling Activation | 2 hrs |
| Conference Calling deactivation | 2 hrs |
| Friends & Family Add Member | 2 hrs |
| Friends & Family Delete Member | 2 hrs |
| Dial Tunes Activation | 2 hrs |
| Dial Tunes Deactivation | 2 hrs |
| Unlimited GPRS Activation / Deactivation | 2 hours |
| Unblock from Credit & Control block | 24 hrs |
| BLOCK STOLEN | 15 mins |
| Unblock from stolen | 30min |
| Unblock payment received | 30min |
| Unblocking on Commitment | 30min |
| Unsuspension | 30 min |
| Itemized Billing not required | 1 Business Day |
| Change of billing cycle | 1 Business Day |
| Change of Payment Mode DD | 1 Business Day |
| Duplicate Bill Delivery_Email | 1 Business Day |
| Itemized bill Activation | 1 Business Day |
| Bill Delivery_Email | 1 Business Day |
| Remove Break Hour ( Free Package) | 2 hours |
| Change of Package Plan | 2 Hrs |
| Family Package Add - FNF | 2 Hrs |
| Credit Limit Enhancement | 24 Hrs |
| ownership transfer Request | prepaid 2 business days, postpaid 3 bunsiness days |
| Ownership updation of New SIM | 30 Days (Maximum) |
| Address alteration | 24 Hrs |
| Address Change | 72 Hrs Postpaid / 24 Hrs Prepaid |
| Sales Lead | 24 hrs |
| Possible Churn | 2 hrs |
| Free number Addition /deletion | 2 hrs |
| Happy Hour Selection / modification | 2 hrs |
| Tax Certificate | for Postpaid/prepaid Subscribers for Home delivery = 2 business days. For fax / email = 24 hours |
Our supervisors and support departments will be in easy access of the customers via call transfer option or call backs giving them a feeling of being taken care of and that their concerns are being attended to.
We assign unique serial numbers to every complaint, suggestion and request which are easily traceable but for easy remembrance of our valued customers their MSISDNs are used as reference numbers for their convenience.
A dedicated sub-line 310 for our postpaid subscribers is functional 24/7 for instant facilitation of our postpaid users.
Our business partners, our retailers, have been given priority by dedicating a helpline (170) for their facilitation and support which is functional from 0900 hrs to 0100 hrs. Their issues and concerns are catered and resolved on this dedicated helpline. Freezing/unfreezing of miniload account, transaction issues, account password resending, complaint of not receiving transaction confirmation sms and commission issues are all catered on 170. On having sent miniload amount to a wrong number, our retailers can request for reversal of transaction by calling us at 170. This reversal of amount takes place only after receiving of consent from the concerned customer on whose number the wrong transfer has taken place.
In case of dissatisfaction, customers can always approach PTA to re-address the grievance.
Innovative VAS
CMPak will always view possibilities keeping in view customers' needs. It has proved so by being the fore-runner in introducing first-of-a-kind value added services; to name a few –
- Book Your Number – customers can purchase numbers of their own choice by checking availability from ZONG website or by visiting their nearest telesales retailer.
- Take One application – using which customer can share pictures as well as videos online to international numbers and email addresses too.
- Handset Offer – by opting for which customers purchase a handset for a mere Rs.1 and enjoy ZONG services for a period of 1 year by receiving monthly balance and free SMS and MMS resources too.
- Student Entrepreneur Program – by being a part of which students get an opportunity to be a part of ZONG team and a chance to earn pocket money by selling ZONG connections, porting in numbers to ZONG and being a ZONG associate by being able to transfer miniload to ZONG numbers.
- CRBT application – a GPRS based service using which customers can manage their own dial tune account on their handsets.
Customers' self-governance and information
CMPak will keep its subscribers updated about their usage and accounts (both prepaid and postpaid). ZONG (CMPak) has given the authority to its subscribers to self-monitor their usage details by giving them access to e Care for both prepaid and postpaid customers on the website. By accessing these portals our customers are able to comprehend their balance consumption, billing, and to perform activities like blocking and unblocking of their respective numbers.
CMPak informs its customers when they are getting low on balance. A prepaid subscriber is intimated by a recording of insufficient balance, on dialing every call, when he reaches the limit of Rs.10 in his account and through an SMS when his account balance becomes lower than Rs.5.
Similarly our postpaid subscribers, when reach 90% of their credit limit, are sent an intimation SMS to make them aware about their usage and billing.
Suspension of services
CMPak subscribers are not charged/liable to pay any disconnection/suspension charges. However, services suspended due to non-payment or expiry of balance may only be restored upon clearing of outstanding dues or recharge of balance.
Prepaid subscribers:
- A prepaid number gets blocked on request received from customer or from the company's end in case of obnoxious/fraudulent activity confirmation from that number.
- CMPak will always verify blocking request that it is being received from the original user of the number. Customer is verified on providing name and CNIC and in case there is a discrepancy; address, two most dialed numbers, activation date and last recharge verification is asked for processing the request received.
- For further making the process reliable, CMPak provides the option of getting a special tag updated against customers' number which is fulfilled when original customer visits ZONG Customer Service Center with active SIM and original CNIC. Upon implementation of the tag, no action whatsoever will be performed on customer's number until he visits the Service Center in person.
- On receiving obnoxious/fraudulent complaint against its subscriber, CMPak will issue one warning to the user upon verification of the act. In case of non-compliance to the warning issued, CMPak will block the services of the number in question after notifying the customer via sms/call.
- Customers are given the leverage of getting their number unblocked on submission of written apology along with their CNIC copy after approval of Pakistan Telecom Authority.
Postpaid subscribers:
- Outgoing activity block
- On reaching 90% of their credit limit, CMPak will always notify its postpaid users via SMS about their billing status.
- On reaching 100% of the defined credit limit, the outgoing activity of our postpaid customer gets blocked but incoming remains active for another 90 days. Line rent will not be charged during this period.
- On completion of another 90 days after outgoing is blocked, incoming will also get blocked and thus the account will be completely blocked.
Online Blocking/Deb locking
The purpose of online blocking request cannot be served as per the mentioned point as PTA would like to involve third level verification which as per our SLA is physical verification
- Owner Name.
- CNIC
- Contact Address
- Subscribe date (FCA)
- Latest 2 Payment record
- 2 most dialed numbers
- Our postpaid customer can get his number blocked voluntarily as long a duration as of his choice. The request is received by calling the helpline from the same CLI and on providing Level 2 verification. This option can only be availed after ensuring that his/her outstanding bill is clear.
- The same number can be unblocked by calling on the helpline from a different CLI and providing the same verification that was provided for blocking of the said number.
Sale Return
On wanting to discontinue using services, the sale can be returned by customer by visiting ZONG Customer Service Center with active SIM and original CNIC. Upon receiving of this request, the number will be ceased.
Deposit Refund
On switching from postpaid services to a prepaid account or on closure of postpaid number, security deposit paid by customer at the time of purchase will be adjusted in the bill due to be paid and the remaining amount will be refunded to customer via cheque within 30 working days.
SIM Expiry:
SIM expiry details are to be provided by marketing but generic understanding is as below:
If new SIM is activated ant not used, it is expired after completion of one year.
If SIM is active and is not recharged, would expire after completion of following validities:
| State | Validity |
| N1 | 10 days |
| N2 | 60 days for Rs.100, 90 days for Rs.300, 180 days for Rs.500 and 365 days for Rs.1000. |
| Active State and if customer does not charge, number will move to Next state N-3 |
| N3 | Validity: 120 days (balance gets confiscated) |
| N4 | Validity: 365 days |
| N5 | Validity Depends upon management Decision |
Customer confidentiality
- CMPak will make every commercially reasonable effort to protect our customers' privacy. In addition to this we have a secure network for the confidentiality of their information (nothing, however, that no system is 100% secure against deliberate and targeted security breaches). Also our customers' personal information will be safe with us and will be guarded as per laws of Pakistan.
- Disclosure of customer's data has to be made where the designated government bodies i.e. F.I.A, IB,ISI, etc require subscriber data from time to time, or where investigation in reported illegal activities necessitates such disclosure.
Disputed case handling
On receiving of a disputed case of ownership, the concerned parties will be requested to visit ZONG Customer Service Center with all original documents and proof of ownership
of the number in question and decision would be taken on base of provided CSAF and original documents. Whosoever of the concerned parties gets verified as the original user and the rightful owner after detailed investigation, will be facilitated accordingly.
On receiving a complaint for fraudulent port in of a number to ZONG network, complainant's touch-point for registration of the complaint will be the donor operator.
On escalation of the said complaint to us from the concerned operator, CMPak will pursue the case further and the portability of that number will be reverted depending on the outcome of the investigation.
Customer Services
We will always aim at providing prompt call resolution to our customers, in the minimum time possible, whether customer calls over the helpline or visits any ZONG outlet.
Polite and careful handling of customer will be very well taken care of at all touch-points. Chances of customer mishandling will be minimized by taking various measures which may include all related training and sessions of our staff pertaining to customer handling, ensuring that implementation of customer service ethics will be very well implemented in daily dealing with customers.
The use of language – verbal or written - in customer handling will be free of any jargon and easily comprehensible by customers.
Any recommendations given for improvement in customer services will be scrutinized in light of any complaint received leading to improvement and assurance that incident of the same nature will not recur.
Quality of Service Standards and KPIs – related to network maintenance
QoS parameters are maintained competently and the KPIs are up held. It is ensured by proactive performance checks that any of these KPIs are within defined threshold. Effective measures have been taken to comply following KPIs.
CMPak operates with following parameters
CMPak maintains network availability rate of 98-99%.
Congestion Rate in CM Pak network in not greater that 4% in busy hour.
- Major and City Level Outages
Effective measures have been taken to ensure that no Outage occurs in network. However due to unforeseen or unavoidable circumstances if any outage occurs it is made sure that it restores within 24 to 48 hours .For such case of huge outages (> 70 Sites) the customer shall be informed after outage restoration.
| KPIs | Targets/Benchmarks |
| Call Connection | Time less that 7 sec |
| Call Completion | Time between 96-98% |
| Advanced Service Interruption Notice | at least before 3 days |
| Call Quality | Mean Opinion Score is greater than 3 |
Service outages
Outages are of two types – Planned and unplanned.
- Planned outages are carried out when expansions, upgrades, re-parenting, migrations, preventive maintenance are to be carried out.
- Services may get affected during these planned activities.
- Planned outages will be carried out, as is the current scenario too, in off peak hours.
- Customers would be informed via SMS beforehand regarding disruption in services that is to take place.
- Customer touch-points will be well aware of the occurrence of these outages before hand so customers may be guided accordingly.
- In case of outages planned more than 30 days in advance the possible customers to get affected will be informed 30 days prior to the outage.
- Unplanned outages are unpredicted irregular occurrences which adversely affect the service. These outages can occur due to malfunctioning of non telecom & telecom equipment due to any reason. It may be divided in three categories:
- Critical
- service is affected on larger scale Or to large no. of customers
- Major
- Service is affected to smaller scale or to less no. of customers.
- Minor
- Service may affect if alarms are not attended with in specified time.
- For any Critical outage response time of the team is immediate and MTTR (mean time to return) is 30 Min while in case of any Major Outage response time of the teams are 10 min and MTTR is 2 Hours and for Minor alarm response time is 30 Minutes with MTTR of 4 hours.
- Besides this, CMPAK has SLA (service level agreements) with vendors & suppliers having layer 3 expertise. If issue is not resolved within given time, it's forwarded to vendor/supplier & they are supposed to resolve within agreed time.
- CMPak will reinstate services on priority as soon as possible and will adequately inform its customers upon their inquiry. And once the outage is over, customer will be informed accordingly via SMS that the services have been reinstated.
- We will take necessary measures for providing equitable concessions in case of lengthy outages due to which our customers may be facing inconveniences.
- Our customer services teams will be well-informed about these unplanned outages too in order to be able to guide subscribers n their inquiries and complaints.
CMPak will adequately inform its customers whenever there are planned or unplanned network enhancements upon query. In cases where our customers face in convenience due to lengthy outages we will take necessary measures for providing equitable credits.
Governing Laws & Applicable Statutes:
The provision of services by M/S CMPak Ltd. shall be governed by, and these terms and conditions shall be construed in accordance with, the laws of Pakistan without giving effect to the conflicts of law principles thereof. Moreover, Determinations/Decisions/Instructions of the Pakistan Telecommunication Authority (PTA) – the statutory body with the function of regulating the telecommunication industry in Pakistan – issued from time to time shall also be applicable. Few of the applicable laws are listed as follows:
- Pakistan Telecommunication (Re-organization) Act, 1996 (as amended).
- Pakistan Telecommunication Rules, 2000 and any other Rules issued by The Government of Pakistan from time to time.
- Pakistan Telecommunication Authority (Functions and Powers) Regulations, 2006 and any other PTA Regulations issued from time to time, including but not limited to the Class Licensing and Registration Regulations, 2007 and the Telecommunication Consumers Protection Regulations, 2009 and
- Terms and conditions of the license issued to M/S CMPak Ltd. by PTA.
