PTA received a total of 4,842 consumer complaints against telecom and internet service operators in March 2026, with Jazz topping the list among cellular mobile operators and Zong following closely behind. Of the total complaints received across all service categories, 4,558 were successfully resolved, reflecting an overall resolution rate of 94.13 percent. The data covers complaints filed against cellular mobile operators, PTCL, long-distance international operators, wireless local loop services, and internet service providers, with mobile operators continuing to account for the dominant share of grievances reported by subscribers during the month.
Cellular mobile operators collectively received 4,192 complaints in March 2026, of which 3,981 were resolved, producing a resolution rate of 94.97 percent across the segment. Jazz recorded the highest complaint volume among all operators with 1,892 grievances logged against it during the month, though the company resolved 1,822 of those cases, achieving a 96.3 percent resolution rate. Zong received 804 complaints and addressed 764 of them, resulting in a resolution rate of 95.02 percent. Telenor, despite recording 801 complaints, delivered the strongest resolution performance among the major operators with a 97.13 percent rate, having resolved 778 cases. Ufone received 659 complaints during the same period, resolving 581 of them at an 88.16 percent resolution rate, the lowest among the four cellular mobile operators for the month.
Beyond the cellular segment, basic telephony services recorded 101 complaints with 93 resolved at a 92.08 percent resolution rate, while internet service providers drew 527 complaints during March 2026, of which 428 were addressed, producing a resolution rate of 88.8 percent. The internet service provider resolution rate was the lowest across all service categories, pointing to continued friction in the broadband and fixed-line internet space where subscribers have historically faced challenges in getting service quality issues acknowledged and remedied through formal complaint channels. The March 2026 data arrives against a broader regulatory backdrop in which PTA has been tightening its enforcement posture, including the recent disclosure that the regulator recovered only Rs. 13.6 million of the Rs. 68.9 million in penalties imposed on telecom operators over the past five years, raising ongoing questions about the practical deterrent effect of Pakistan’s telecom complaint and enforcement framework.
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