The Pakistan Telecommunication Authority (PTA) received a total of 14,945 complaints from telecom consumers in May 2023. According to official data, out of these complaints, an impressive 99.4% were successfully resolved, highlighting the authority’s commitment to addressing consumer grievances.
The complaints were lodged against various telecom operators, including cellular mobile operators (CMOs), Pakistan Telecommunications Company Limited (PTCL), long-distance international (LDI) operators, wireless local loop (WLL) operators, and internet service providers (ISPs).
The majority of the complaints were filed by cellular mobile subscribers, as they constitute a significant portion of the overall telecom subscriber base. Out of the total complaints received, 14,332 were against CMOs, and an overwhelming 99.7% of these complaints were effectively resolved.
Among the CMOs, Jazz received the highest number of complaints, with 6,158 lodged against the company. However, an impressive 99.9% of these complaints were successfully addressed. Telenor received 2,416 complaints, and 99.9% of them were resolved. Zong faced 4,276 complaints, with a resolution rate of 99.5%. Ufone received 1,480 complaints, and 98.7% of them were satisfactorily resolved.
In addition to CMOs, the PTA received 140 complaints against basic telephony services, with a resolution rate of 92.9%. Moreover, 457 complaints were filed against ISPs, and 93.9% of these complaints were successfully addressed.
The high rate of complaint resolution by the PTA reflects its commitment to ensuring consumer satisfaction and efficient telecom services in the country. It provides assurance to telecom consumers that their concerns are taken seriously and swiftly resolved. The data indicates that the majority of telecom operators are actively working to address consumer grievances and improve service quality.
PTA continues to encourage consumers to report any issues they encounter with their telecom services, reaffirming its dedication to maintaining a transparent and consumer-friendly telecommunications sector in Pakistan.