The Pakistan Telecommunication Authority (PTA) has released its latest report on consumer complaints against telecom operators for January 2025. The data highlights ongoing service challenges, with Jazz receiving the highest number of complaints. This raises concerns about whether the high complaint volume is due to its large subscriber base or if there is a decline in service quality.
Consumer Complaints: A Detailed Breakdown
According to PTA’s report, a total of 19,476 complaints were registered by telecom consumers in January 2025. Of these, 19,049 complaints (97.8%) were successfully resolved. The majority of complaints were filed against Cellular Mobile Operators (CMOs), which dominate Pakistan’s telecom sector.
Complaints Against Major Telecom Operators
The report provides a breakdown of complaints against the major mobile network operators:
- Jazz: With the largest subscriber base in Pakistan, Jazz received 7,201 complaints, the highest among all operators. It resolved 7,172 cases (99.6%); however, the sheer number of complaints raises concerns regarding its network performance and customer service.
- Zong: The second-highest number of complaints was recorded against Zong, with 4,957 complaints. The operator resolved 98.8% of them, demonstrating an efficient customer support mechanism.
- Telenor: Faced 4,103 complaints, with a resolution rate of 99%. While this is a high resolution percentage, it still indicates areas for service improvement.
- Ufone: Registered 2,566 complaints, with a lower resolution rate of 92.2%, suggesting customer dissatisfaction in some areas.
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Issues in Other Telecom Sectors
Beyond mobile operators, other telecom services also faced consumer grievances:
- Basic Telephony: PTA received 139 complaints in this segment, successfully resolving 85.6% of them.
- Internet Service Providers (ISPs): 462 complaints were filed against ISPs, with a resolution rate of 82.3%, indicating ongoing internet connectivity issues in Pakistan.
Service Quality Concerns: Is Jazz Falling Behind?
Jazz’s high complaint volume could be attributed to its massive user base; however, it also suggests the need for service improvements. Despite its high resolution rate, frequent consumer complaints indicate potential issues related to network outages, billing discrepancies, or customer support inefficiencies.
The Need for Proactive Customer Service
While resolving complaints is crucial, preventing service issues should be the primary goal for telecom operators. Jazz, Zong, Telenor, and Ufone must proactively address network performance, billing transparency, and overall customer experience to reduce complaint volumes in the future.
Our Verdict
The PTA’s complaint data serves as a critical metric for evaluating telecom performance in Pakistan. Operators must focus on enhancing service quality, reducing network disruptions, and improving customer satisfaction. If Jazz and other leading telecom providers fail to address these concerns, they risk losing consumer trust and facing further regulatory scrutiny.
With Pakistan’s telecom industry evolving rapidly, prioritizing seamless connectivity, efficient customer support, and service reliability will be essential for long-term growth.
