Pakistan Telecommunication Authority (PTA) released its official telecom consumer complaints report for January 2026, detailing a total of 6,054 grievances filed by users across the country. Authorities successfully resolved 5,764 of these complaints, achieving an overall resolution rate of 95.21 percent. Among cellular mobile operators, Jazz received the highest number of complaints, followed by Zong, Telenor, and Ufone. The report underscores the challenges faced by telecom operators in managing a growing subscriber base while maintaining high levels of customer satisfaction.
Cellular mobile operators accounted for the majority of grievances, reflecting their substantial share of the country’s telecom subscriber base. By the end of January, PTA recorded 5,182 complaints against CMOs, successfully resolving 4,958 cases to secure a resolution rate of 95.68 percent. Jazz, in particular, faced 2,292 complaints, of which 2,238 were addressed, representing a resolution rate of 97.64 percent. Zong followed closely with 1,093 complaints and a resolution rate of 97.53 percent, while Telenor and Ufone recorded 921 and 837 complaints with resolution rates of 91.53 and 92.35 percent, respectively.
In addition to cellular networks, PTA handled complaints across other telecom sectors, including Internet Service Providers and basic telephony services. The authority received 677 complaints against ISPs and successfully resolved 619 of them, resulting in a 91.43 percent resolution rate. Basic telephony services received 157 complaints, with 153 cases addressed, achieving a strong 97.45 percent resolution rate. These figures reflect the authority’s ongoing efforts to maintain transparency, ensure consumer protection, and enhance service quality across the telecommunications landscape.
The PTA report highlights the importance of regulatory oversight and continuous monitoring to address user concerns promptly. By ensuring that complaints are efficiently resolved, the authority aims to maintain public confidence in telecom operators while encouraging improvements in service delivery. As Pakistan’s telecommunications sector continues to expand with increased adoption of mobile, broadband, and digital services, the emphasis on responsive consumer support remains a key component of sector growth and regulatory effectiveness.
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