Jazz recorded the highest number of telecom consumer complaints in September 2025, according to data released by Pakistan Telecommunication Authority. The regulator logged 1,522 complaints against Jazz during the month, placing it at the top of the list of operators receiving customer grievances. PTA compiles monthly statistics to evaluate service quality trends and assess the responsiveness of mobile networks and other telecom service providers across Pakistan.
The report showed that Telenor followed with 953 complaints, while Zong and Ufone received 761 and 671 complaints, respectively. PTA’s figures revealed that a total of 4,927 complaints were received from telecom users across multiple categories covering cellular mobile operators, Pakistan Telecommunication Company Limited, long distance international operators, wireless local loop companies, and internet service providers. As cellular mobile subscribers make up the majority of telecom users in the country, most of the complaints were filed against mobile networks. PTA received 3,930 complaints against cellular mobile operators, out of which 3,852 were resolved, reflecting a resolution rate of 98.02 percent. The data highlights growing expectations among consumers as networks expand their services across voice, data, and digital offerings.
Among individual mobile operators, Jazz resolved 1,516 of the 1,522 complaints, achieving a resolution rate of 99.61 percent. Telenor resolved 927 of its 953 complaints, delivering a resolution rate of 97.27 percent. Zong addressed 645 out of 761 complaints, resulting in a 97.9 percent rate, while Ufone resolved 644 of 671 complaints, marking 95.98 percent. PTA noted that although Jazz accounted for the most complaints, all major operators maintained high resolution rates, indicating continued effort to improve customer service channels. These statistics play an important role in understanding service performance, helping subscribers gauge network responsiveness while offering operators a clearer picture of areas that require additional attention.
The regulator also reported complaints in other service categories, including basic telephony and internet service providers. PTA received 149 basic telephony complaints, resolving 142 and recording a 95.3 percent rate. Internet service providers faced 805 complaints, out of which 735 were handled, reflecting 91.3 percent. In total, PTA resolved 4,766 of the 4,927 complaints received in September, resulting in an overall resolution rate of 96.73 percent. These numbers illustrate how the regulator continues to enforce consumer protection measures while tracking quality of service indicators that affect millions of users across the country.
Telecom operators rely on PTA’s reports to identify service gaps and emerging patterns in user experiences. As mobile networks expand and digital services gain adoption across cities and rural areas, customer feedback serves as a valuable resource for improving technical performance and service delivery. The data for September 2025 demonstrates that Pakistan’s telecom landscape remains highly active, with consumers regularly engaging with PTA’s complaint channels to seek resolutions for service-related issues. The detailed breakdown of complaints across operators and service categories offers a comprehensive view of the sector’s current performance, emphasizing the significance of timely resolution and strengthened customer support frameworks across the telecom ecosystem.
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