Company Name World call |An Omantel Company|

Document Name Refresher

Department Training & Development Callcenter-South
Manager M Tauseef Zia
Topic Complaint Handling (Disconnections & Reconnections)

Disconnection / Reconnection

There are three kinds of disconnections

1. Temporary disconnection (90 days)

a. Ways to disconnect the services
i. Email : support@worldcall.pk
ii. FAX
1. Fax (North) : 0423-5940843
2. Fax (South) : 0213-7000329
iii. Visit CSC with written application

2. Permanent disconnection
a. Ways to disconnect the services
i. Email : support@worldcall.pk
ii. FAX
1. Fax (North) : 0423-5940843
2. Fax (South) : 0213-7000329
iii. Visit CSC with written application

3. Non payment disconnection

a. If customer does not pay his monthly bill by 13 th of every month,
Connection gets disconnected.
1. Complaints
a. NPDC (Agents not authorized)
b. Promo reconnection (Agents not authorized)
i. Falls in promo
c. NPDC reconnection (KHI/LHR)
i. If disconnected customers wants collection, then forward the request in
ii.
d. Reconnection(LHR) & Collection (LHR)
e. Reconnection (KHI), if ledger is cleared.

For Registering
CATV / IOC Issue (Non-payment Disconnection)

If customer does not pay the bill, on 13 th of the month CATV department makes non payment
disconnection complaint then team goes to disconnect the services physically and closes the complaint.

During PENDING status, agents should not make no reception complaint, although service status is
active.

Before making any service related issue complaint (For e.g. No reception, node down, kindly check the
following things THOROUGHLY

1. PACKAGE DETAILS (it should show active)

2. COMPLAINT STATUS (there shouldn’t be any NPDC complaint)

3. VIEW CHANGE HISTORY (Check the new value column, the service should be showing active

Frequently Asked Questions by Agents: