In December 2023, the Pakistan Telecommunication Authority (PTA) registered 16,053 complaints from telecom consumers against various 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). Remarkably, the PTA successfully resolved 99.5 percent of these complaints, totaling 15,974.
Cellular mobile subscribers constituted a significant portion of the overall telecom subscriber base, leading to the majority of complaints within this segment. Specifically, complaints against CMOs reached 15,583 by December, with an impressive resolution rate of 99.6 percent, addressing 15,519 of them.
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Breaking down the complaints against individual CMOs, Jazz received 6,755 complaints, with an outstanding resolution rate of 99.8 percent, resolving 6,744. Telenor faced 2,698 complaints, and the PTA resolved 99.4 percent of them, addressing 2,682. Zong encountered 4,273 complaints, of which 99.7 percent were addressed, totaling 4,261. Ufone, with 1,835 complaints, achieved a resolution rate of 98.7 percent, resolving 1,811.
Beyond mobile services, the PTA received 153 complaints related to basic telephony, successfully addressing 95.4 percent of them, totaling 146 resolutions. Additionally, 295 complaints were lodged against Internet Service Providers (ISPs), with a commendable resolution rate of 97.6 percent, as 288 were effectively addressed.
These statistics underscore the PTA’s commitment to ensuring consumer satisfaction and effective resolution of issues within the telecom sector, demonstrating the regulatory body’s proactive approach in addressing consumer concerns.
