Customer Complaint Management System (CCMS)

Complaint Handling Process

Customer satisfaction is very important to us. We would love to hear about positive experiences you have had with us. Alternatively, if we have not met your service expectation, we would like to know about it as well. Our staff are committed to treating complaints seriously and resolving them as quickly and fairly as possible. You may lodge a complaint verbally or in writing. We would advise you to submit your complaint in writing as the accuracy of the information is important to us in resolving the complaint promptly. You may also enclose relevant documents related to the complaint raised.

Complaint channels:

1. Call our Contact Centre at 118 or sms at 8118
2. Email ccms@pitc.com.pk

How we handle your complaint:

Further Escalation:

If you feel that your complaint was not resolved in a satisfactory manner, you may escalate your concern in writing to: Head, Quality & Assurance

Email Address: qaccms@pitc.com.pk

Complaint Matrix Download

Register Your Complaint >> Track Your Complaint >>

Acknowledgement

• Your complaint will be auto-acknowledged within 24-hours.

Investigation

• We will investigate and liaise with the relevant parties to resolve the compliant.

Resolution

• We will work towards resolving your complaint within 14 days from the day of receipt.
• If a complaint requires complex investigations, we will notify you for an extension of time.
• you will be kept informed of the status of your compliant from time to time.

Register Your Complaint >> Track Your Complaint >>