In May 2024, the Pakistan Telecommunication Authority (PTA) received 18,261 complaints from telecom consumers regarding various telecom operators and cellular operators. Impressively, 18,095 of these complaints, representing 99.1 percent, were resolved.
The official data disclosed that these complaints involved several telecom operators, including cellular mobile operators (CMOs), Pakistan Telecommunication Company Limited (PTCL), long-distance international (LDI) operators, wireless local loop (WLL) operators, and internet service providers (ISPs).
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Given that cellular mobile subscribers make up the majority of the telecom subscriber base, it is unsurprising that most complaints were directed at this segment. Specifically, there were 17,693 complaints against CMOs in May, with a resolution rate of 99.5 percent, as 17,603 of these complaints were addressed.
The PTA data detailed the following:
- Jazz received 6,680 complaints, of which 6,665 (99.8 percent) were resolved.
- Telenor had 3,162 complaints, with 3,145 (99.5 percent) resolved.
- Zong received 5,721 complaints, and 5,692 (99.5 percent) were resolved.
- Ufone had 2,105 complaints, with 2,077 (98.7 percent) addressed.
Additionally, the PTA recorded 150 complaints against basic telephony services, resolving 139 of them, achieving a 92.7 percent resolution rate. There were also 415 complaints against ISPs, with 350 (84.3 percent) being resolved.
