Jazz recorded the highest number of consumer complaints among Pakistan’s mobile operators in September 2026, with 3,005 grievances registered during the month, according to data on complaints handled by PTA. Telenor followed with 1,325 complaints, Zong recorded 1,309, and Ufone had 985. Across the whole telecom industry, PTA received 7,400 complaints in September and resolved 7,071 of them, which gives an overall resolution rate of 95.55 percent. Of the total, 6,658 complaints were directed at cellular mobile operators, making this category by far the largest source of grievances, and the regulator closed 6,434 of these cases for a resolution rate of 96.65 percent within the mobile segment.
Although Jazz topped the list for volume, it also posted the strongest resolution performance among the four operators. It closed 2,915 of its 3,005 complaints, a rate of 97 percent. Telenor settled 1,282 of 1,325 cases, which comes to 96.75 percent, while Zong resolved 1,263 of 1,309 for 96.59 percent. Ufone closed 943 of 985 complaints and finished at 95.74 percent, the lowest figure among the four but still above the rates seen in several other categories. The size of Jazz’s complaint count should also be seen in context of its subscriber base, since it remains one of the largest networks in the country, and it is worth noting that the combined complaints of Telenor and Ufone, at 2,310, were still lower than those received by Jazz alone.
Outside the mobile segment, the picture was weaker. Basic telephony services received 131 complaints in September, and only 111 were resolved, which brings their resolution rate down to 84.73 percent. Internet service providers fared slightly better but remained well below mobile operators, since they received 611 complaints and resolved 525, a rate of 85.92 percent. The difference between the mobile resolution rate and the rate for internet providers is more than 10 percentage points, showing that fixed line and broadband users have been waiting longer, or are less likely to see their issues settled within the month, than mobile subscribers. For households and small businesses that depend on home broadband for work, online classes, and digital payments, a slower response to faults and billing issues can have a direct effect on daily activity.
PTA has not yet announced any sector wide action plan linked to the September figures, but it continues to publish monthly complaint data, which keeps operators under regular scrutiny on both the number of grievances and the speed at which they are closed. Consumers who have an unresolved issue with their service provider can lodge a fresh complaint through the PTA complaint portal or by using the short code 0800-55055. As the telecom market continues to change, with operators merging and new services such as fifth generation being introduced, the monthly complaint tally offers a useful measure of whether service quality and customer support are keeping pace with the growth in subscribers and data use.
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