PTA received a total of 15,861 complaints from telecom consumers across the country, regarding services provided by various telecom and cellular operators. Impressively, 15,748 of these complaints were resolved, resulting in an overall resolution rate of 99 percent, according to official data released by the authority.
The complaints stemmed from a wide range of telecom services, including cellular mobile operators (CMOs), PTCL, long-distance international (LDI) operators, wireless local loop (WLL) operators, and ISPs. A significant portion of these complaints were from cellular mobile subscribers, reflecting the dominance of mobile networks in the country’s telecom landscape.
Among the CMOs, Jazz received the highest number of complaints, with 6,271 complaints filed by its users. Of these, 6,262 complaints, or 99.9 percent, were resolved. Telenor followed with 3,084 complaints, of which 3,034 (98.4 percent) were addressed. Zong, another major telecom operator, received 4,087 complaints, and a high 99.7 percent (4,076 complaints) were resolved. Ufone, too, saw 1,915 complaints, with 1,901 (99.3 percent) successfully addressed.
These figures indicate the high level of responsiveness from telecom operators, particularly in resolving customer issues and maintaining a positive consumer experience. The complaints ranged from issues with service quality, network connectivity, billing, and customer support, all of which were resolved through PTA’s regulatory intervention or direct engagement with the respective telecom operators.
Apart from complaints against CMOs, PTA also received 120 complaints related to basic telephony services, with 117 (97.5 percent) of these complaints addressed. Additionally, 352 complaints were lodged against ISPs, and 326 of these (92.6 percent) were resolved.
The overall resolution rate reflects the PTA’s continued commitment to ensuring consumer satisfaction and holding telecom operators accountable for their services. This also highlights the growing importance of telecom services in the daily lives of Pakistanis, with more people relying on these services for communication, internet access, and entertainment.
The high rate of complaint resolution comes at a time when Pakistan’s telecom sector faces increasing scrutiny to meet consumer expectations and improve service quality, particularly in remote areas where network infrastructure has been historically limited. PTA’s prompt action in addressing consumer grievances plays a crucial role in maintaining consumer trust and ensuring the stability of Pakistan’s telecommunications industry.
This data also underscores the need for telecom operators to prioritize customer service, as they navigate the challenges posed by an ever-growing user base and rising expectations from consumers. PTA’s efforts in mediating and resolving complaints ensure that consumers have a voice and can expect timely interventions when needed, making it a pivotal player in the country’s telecom sector.
