PTCL's enquiry No 17 and complaint registration No 18 in Karachi exchange are not maintaining the required standard of service. Contrary to the service standard claimed by PTCL many system faults still exist without improvement even after its privatisation and the services are unreliable, undependable and unsatisfactory.
In general, the 17 service system is disabled and not equipped with updated information; as a result the customer enquiries are responded with either misinformation or lack of knowledge.
Telephone faults reported in repetition through PTCL No 18 are not rectified for months and the written complaints are not given any attention and subscribers have to run here and there experiencing physical and metal agony without any gain.
When the calls in systematic waiting sequence are transferred to PTCL staff identified by operator number (1,2,3,4) they are heard already talking to someone else around them rather than responding to callers.
Talk Freely No 106 is found always busy and most of the operators attending to calls are not aware of No 16. At times, the operators attending calls talk in most rude, discourteous and proud tone and handle customers in most unprofessional, ignorant and negligent way.
The automated system at No 17 is not equipped with option to transfer the call to Duty Officer or AE/DE in case the attending operator fails to satisfy customer or misbehaves. In such cases, all operators neither provide nor advise telephone contact of their seniors to discourage complaints against them, which shows operators' monopoly, indiscipline, negligence and mismanagement.
PTCL high-ups are requested to please cross check and update information not only in PTCL system but also provide training of customer services to its operators at 17 and 18 exchanges, improve their attitude and maintain discipline.