Consumer Manual
Customer Services Helpline (111)
Customers can call at the helpline 24 hours a day and 7 days a week for any query, complaint or concern. The call is recorded against the complainant’s CLI for record keeping. The same CLI can be used as a unique for all complaints. Customers are assisted instantaneously for all matters which can be addressed right away. Customers are intimated for an update regarding the concerns which require detailed investigation. Customers can also contact us by dialing 042/051/021 – 111 300 300 from their landline/other operator numbers.
In addition to Helpline, following are the other few mediums through which customer can communicate concerns to the operator:
- Service Centers / Franchises
- Mail / Fax
- Email / Website
Pre-Requisite for New Connections
- Prepaid Connection
- Original CNIC to be shown at the time of purchase
- Photo copy of CNIC to be submitted
- References of 2 people to be provided
- Postpaid Connection
- Original CNIC to be shown at the time of purchase
- Photo copy of CNIC to be submitted
- References of 2 people to be submitted
- Original latest paid utility bill to be submitted
Applicable Tariff & Charges
The default Tariff on a Jazz and Indigo SIM is available on our websites:
Quality of Service and Standards
Mobilink has an unparalleled dedication to its customers and is committed to provide telecommunication services of the highest quality and standard. Mobilink shall always aim to ensure that its network is reliable and connectivity remains high during all hours of the day. Any fault in any component of its Telecommunication System shall be rectified as early as possible.
With the deployment of state-of-the-art equipment, Mobilink hopes to provide a quality of service in accordance with international standards. It is important, however, to note that the quality of Mobilink’s service depends largely on the performance of other networks and Mobilink shall not be responsible if the quality of its services suffers due to causes attributable to other operators or third parties and are not in control of Mobilink.
Mobilink provides the widest coverage network, covering more than 10,000+ cities, towns, and villages across Pakistan. The type of coverage service Mobilink provides is divided into three main categories:
- PHYSICAL PRESENCE (Mobilink has physical infrastructure in the area)
- INDOOR SPILLOVER COVERAGE (High coverage level in adjoining area)
- OUTDOOR SPILLOVER COVERAGE (Medium coverage level in adjoining area)
Along with nationwide coverage, Mobilink also provides International Roaming in over 140 countries with more than 300 partner operators worldwide.
Additional information about the coverage areas, franchises and customer service centers can be obtained from our website: http://mobilinkgsm.com
Procedure for Resolution of Complaints
Mobilink’s Customer Support staff is available round the clock to cater for customer’s complaints and queries. The prime objective of this section is to communicate to our subscriber base the stepladder that is being followed within PMCL to redress the complaints with a profound focus on business excellence through total customer satisfaction. Complaints are received from the customers through the following channels:
- Helpline (111)
Customers can call at the helpline 24X7 for any query, complaint or concern. The same is recorded against the complainant’s CLI for record keeping. The same CLI is uses as a reference number against the logged complaints. Customers are assisted instantaneously for all matters which can be addressed right away. Customers are intimated for an update regarding the concerns which require detailed investigation. Customers can also contact us by dialing 042/051/021 – 111 300 300 from their landline/other operator numbers.
- Service Centers/ Franchises
Customers can walk in to our service centers/franchises during the business hours for their queries/complaints. An instant support is provided to the customers for the issues which can be resolved on immediate basis. For matters which require thorough investigation, customers are informed about the turnaround time for resolution. Customers are also intimated about the status of the complaint.
Mobilink has 430+ franchises and 19 Customer Services Centers all across Pakistan. Moreover our Regional Customer Care Managers can also be contacted for any escalations.
- MAIL/ FAX
Customers can also communicate their concerns, queries, complaints and feedback to PMCL by writing at P. O. Box 6246, GPO, Lahore Cantt or through fax at 042-111-301-301. Customers intimated for the resolution of complaints.
- Email/ Website
Customers can launch their complaints through our website http://www.mobilinkgsm.com or by email atcustomercare@mobilink.net. This channel is also used for escalation of the concerns and feedback submitted by the subscribers.
Customers´ complaints are analyzed and categorized according to their nature. A predefined work code and turnaround time for resolution is assigned to each category. However the turnaround time for resolution may vary depending on external factors involved. Please refer to the Annex – 1 for type of complaints.
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Annex – I (Type of Complaints & Turn-Around Time)
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Mobilink GSM 