In February 2024, the Pakistan Telecommunication Authority (PTA) fielded 16,330 complaints from telecom consumers against various operators, marking a significant engagement in consumer advocacy. Impressively, 99.4 percent of these grievances, totaling 16,229, were successfully resolved, according to official data.
The complaints, spanning different telecom sectors, targeted cellular mobile operators (CMOs), the Pakistan Telecommunication Company Limited (PTCL), long-distance international (LDI) operators, wireless local loop (WLL) operators, and internet service providers (ISPs).
Unsurprisingly, given their prevalence, the majority of complaints originated from cellular mobile subscribers. Among these, a whopping 15,891 complaints were lodged against CMOs, with an outstanding resolution rate of 99.4 percent.
Breaking down the figures, Jazz received 7,127 complaints, with 99.7 percent satisfactorily addressed, while Telenor encountered 2,388 complaints, resolved at a rate of 99.6 percent. Similarly, Zong grappled with 4,698 complaints, boasting a 99.5 percent resolution rate, while Ufone faced 1,657 complaints, with a resolution rate of 97.3 percent.
The PTA also handled 123 complaints against basic telephony, managing to resolve 121 of them, representing a commendable 98.4 percent resolution rate. Additionally, ISPs faced 306 complaints, with a highly efficient resolution rate of 99 percent, addressing 303 of the concerns raised during the month.
