SOP FOR COMPLAINT REGISTRATION AND RECTIFICATION OF PTCL WHITE

LABEL
Existing
Proposed
Complaint Received at
NTC T&C* Complaint Received at
NTC T&C*

Complaint Handed-over to Complaint registration to PTCL

Concern Phone Division through Portal

Concern Phone Division will Automatically complaint will be

handover Complaint to NTC handed over to concern PTCL
regional POC maintenance staff

NTC regional POC will inform PTCL PTCL will Update the Complaint
POC through email status and verify by NTC T&C

PTCL POC will handover Complaint

to concern staff and Notify T&C will close the complaint
updated status

NTC POC will inform Concern *Complaints

phone Division and phone Division PTCL TO NTC 1916-1218
will confirm and close the NTC TO PTCL 1999-1218
complaint at T&C. PTCL (DIRECT)1218
 SOP FOR INSTALLATION OF PTCL WHITE LABELTELEPHONE CONNECTION

Subscriber requests for Telephone connection through official letter with CNIC(Copy)
to concerned NTC DE Phones

Same Day

DE will Forward the request to concerned Subdivision for feasibility

Same Day

In Case telephone Connection is not feasible on NTC Network, feasibility may be asked from
PTCL

Same Day

Request to PTCL via email for feasibility and installation *

<14 Days

Reason for non-feasibility

to be provided by PTCL No
Feasible

Yes

If customer asks
for NOC, case
Issuance of A/Note and punching Installation of Telephone
may be
of number in OCS by concerned connection and Activation of
processed to HQs
Phones Division Services by PTCL
with Justification

1-2
Days

After completion ADE/AE Phones completes A/Note & return to DE Office

1 * Following information may be provided to PTCL

-Name -Designation -Department
-Address -NTN or NIC -Contact No (Mobile)
-Service Requested
-Date of request raised/Remarks