Ufone has released its "Code of Commercial Conduct", committing to transparent disclosure of products, tariffs, packages and service terms, and handling user complaints in accordance with Pakistan's telecommunications consumer protection rules. The code covers advertising communication, billing and tariffs, number management, network quality, privacy protection, service outages and anti-spam measures, emphasizing that users should be able to access assistance through multiple channels such as hotlines, service centers, written channels, social media and web chat.
Users can contact customer service by dialing 333 from a Ufone number, or 033-11-333-100 from other networks. The company also operates 49 sales and service centers and over 300 retail outlets. A unique complaint reference number is generated for each complaint, allowing users to track its processing progress. Clear processing time limits are set for different matters: for example, complaints regarding value-added services or packages are typically resolved within 1 working day, complaints of fraud or illegal activities within 1 day, billing issues within 7 days, refunds within 15 days, and spam reports via 9000 must be handled within 48 hours.
In terms of anti-spam communications, Ufone stated that it has established a "Do Not Call Register" (DNCR) in accordance with PTA regulations, and has implemented measures to manage telemarketing, unsolicited communications, fraudulent messages and service abuse. Users can report spam messages via 9000; Ufone commits to resolving inquiries about DNCR, value-added services and subscription issues within 12 hours. Enterprises sending commercial messages through Ufone's network must comply with requirements for DNCR screening, user consent and unsubscribe management.
Ufone also clarified that when a prepaid number remains inactive for 180 consecutive days, users will first receive a notification and a reasonable recovery period before the number may be disconnected and reassigned. If a user loses their SIM card, they can apply for a temporary suspension through customer service or a service center; number recovery requires completion of corresponding identity verification. The number lifecycle rules aim to improve the utilization rate of number resources, while reducing the risk of users losing numbers bound to important accounts due to unknowing suspension.
Regarding network quality, Ufone has set service targets including an SMS success rate of over 99% and an end-to-end SMS delivery time of no more than 12 seconds. Planned maintenance is generally scheduled during off-peak hours, with users notified in advance via SMS and other channels. In the event of a service outage, the company commits to prioritizing service restoration and providing compensation in the form of balance, calls, SMS or data where applicable.
