Pakistan Telecommunication Authority has released a detailed record of its telecom quality checks and complaint handling over a three-year period, revealing a comprehensive view of service gaps and regulatory enforcement. According to the data, PTA carried out 438 quality of service surveys during this time. Of these, 232 were quarterly planned surveys, while the remainder consisted of 169 complaint-based surveys, 35 road surveys and two surveys conducted on railway tracks. These efforts illustrate the regulator’s approach to systematically tracking service quality and following up on user reports across a wide range of cities and network conditions.
The figures indicate how PTA’s quarterly checks evolved year by year. In 2022, three quarterly rounds were completed, covering dozens of urban centres. Where standards were not met, enforcement letters and a show cause notice were issued to operators. In 2023, the regulator conducted four quarterly surveys with mostly satisfactory results but still found reason to send out warning letters in some cases. In 2024, a further four quarterly surveys were completed, resulting in a show cause notice to one operator and warning letters to others in specific cities. So far in 2025, two quarterly surveys have been carried out with warning letters issued to operators in three cities, with compliance actions already recorded.
The complaint data adds another layer to the picture. Over the three-year period, 65,846 complaints were logged on PTA’s Complaint Management System. Data services generated the highest volume at 39,736 complaints. Quality of service issues made up 9,279 complaints, while service interruptions linked to load shedding totalled 8,890. Service provision and coverage problems contributed another 7,941 complaints. The regulator reported that 65,528 complaints were resolved, representing a 99.51 percent closure rate, which suggests a high level of follow through on reported issues.
Enforcement measures formed a significant part of PTA’s response. Regulatory steps ranged from warning letters and compliance demands to formal show cause notices. Operators named in enforcement actions included multiple cellular mobile operators, with follow up visits and documentation confirming that remedial steps had been implemented in the vast majority of cases. This mix of surveys and regulatory actions shows how the authority combined road checks, complaint-driven investigations and targeted railway inspections to build an evidence base on network performance. Most complaints related to data networks, and many enforcement actions were city-specific, indicating where service quality issues were most acute. By also reporting on resolution rates, PTA has provided insight into how effectively logged cases are being addressed.
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