In a firm move to uphold service standards in the telecom sector, the Pakistan Telecommunication Authority (PTA) has issued an enforcement order against Telenor Pakistan (Pvt.) Limited for failing to comply with the Quality of Service (QoS) requirements outlined in its license. The action comes after repeated shortcomings in delivering consistent mobile services across several regions of the country.
According to the details provided, the enforcement process formally began with a notice served to Telenor Pakistan on October 1, 2024. A hearing followed on December 10, 2024, at the PTA Headquarters in Islamabad, where the telecom operator was given the opportunity to explain the reasons behind its underperformance and propose remedial measures.
The core of the case revolves around Telenor’s inability to meet key performance benchmarks mandated under its operational license. The PTA had identified a range of deficiencies in Telenor’s network performance that failed to meet the minimum service quality indicators expected from a cellular mobile operator in Pakistan.
Despite these initial shortcomings, a subsequent re-verification survey carried out after the hearing showed measurable improvements in Telenor’s network performance in specific regions such as Hyderabad and Quetta. Acknowledging this progress, the PTA adopted a more measured approach. It also considered Telenor’s official request for additional time to improve service delivery in the affected areas.
As part of the enforcement directive, the PTA has ordered Telenor Pakistan to install an additional network site in Swabi by no later than June 30, 2025. The company is required to submit a compliance report verifying the installation and operational status of the site. Following this deadline, the PTA will conduct another field survey to reassess Telenor’s adherence to service quality standards.
Should Telenor fail to meet the necessary QoS benchmarks in the follow-up evaluation, the Authority has stated that further regulatory measures will be taken without hesitation. The order, dated April 29, 2025, was issued by a panel that included PTA Chairman Maj. Gen. (Retd) Hafeez Ur Rehman, Member (Compliance and Enforcement) Dr. Khawar Siddique Khokhar, and Member (Finance) Muhammad Naveed. The panel emphasized that the enforcement action is a reminder to all licensees that they are legally bound to maintain a certain level of service and that leniency from the regulator does not equate to exemption from responsibility.
In response to the enforcement order, Telenor Pakistan issued a statement acknowledging PTA’s concerns. The company described the QoS testing as a routine process conducted across all telecom operators and assured that it is actively addressing the issues highlighted by the regulator. Telenor also reiterated its commitment to investing in network improvements and operational processes to meet PTA’s QoS benchmarks, with a focus on delivering a better experience to its users.
This development is a clear signal that the PTA is stepping up efforts to ensure accountability among telecom operators and to safeguard the quality of service provided to millions of mobile users across the country. As consumer expectations rise and mobile services become central to everyday life and economic activity, the emphasis on maintaining robust service quality is more critical than ever.
