KARACHI – Jazz, one of Pakistan’s largest telecom operators with over 70 million subscribers, has come under scrutiny after a surge in customer complaints. Recent data from the Pakistan Telecommunication Authority (PTA) shows Jazz leading the telecom sector in grievances.
In December 2025, PTA received a total of 5,655 complaints from telecom users. Among these, Jazz accounted for 2,097 complaints, the highest of any operator. While Jazz managed to resolve 2,051 of these cases, the large number highlights persistent issues in network reliability and customer service.
Other operators, including Zong, Telenor, and Ufone, reported fewer complaints. Zong had 1,030 complaints, resolving 988, while Telenor recorded 824 complaints with 775 addressed. Ufone faced 777 complaints, successfully resolving 720. Basic telephony providers and internet service providers (ISPs) also received complaints, but none matched Jazz’s numbers.
Experts say the figures reveal both challenges and progress. “High resolution rates show that telecom companies and the regulator are addressing issues,” one analyst noted. “However, rising complaints indicate that operators, especially Jazz, must improve service quality to meet growing consumer expectations.”
PTA data shows that cellular mobile operators (CMOs) were the main source of complaints, totaling 4,752. Of these, 4,555 were resolved. Internet service providers faced 721 complaints, 661 of which were addressed, while basic telephony providers received 136 complaints, resolving 123.
The increase in complaints comes amid rising mobile and internet usage in Pakistan. Consumers are demanding better network coverage, faster internet, and efficient customer support. Jazz, as the market leader, faces particularly intense scrutiny due to its large subscriber base.
Despite resolving most issues, Jazz’s dominance in complaint numbers signals the need for stronger service strategies. With millions relying on its network, the company must enhance customer experience to maintain trust and market leadership.
In other news read more about Record Complaints Hit Jazz as PTA Handles 1,619 Telecom Grievances
As the telecom sector grows, both operators and regulators are under pressure to provide reliable services, ensure timely resolutions, and improve overall consumer satisfaction.
