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, feedback and criticism which helps us in our efforts to provide the best services.
To Lead the future Innovatively through Customer Centricity – Boundary less Team – Organizational Agility
Become an indispensable digital life partner.
Having said that we will strive for the following;
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.
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:
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.
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.
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 –
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.
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.
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
Level 1: The customer calls from his/her own MSISDN (i.e. same CLI)
Level 2: The customer calls from his/her own MSISDN, and can provide 2 kinds information at least from the list below:
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.
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.
