In October 2023, the Pakistan Telecommunication Authority (PTA) recorded a total of 15,085 complaints from telecom consumers against various operators, including cellular and long-distance international operators. This represents an increase from the 13,596 complaints received in September 2023. Notably, 14,806 of these complaints, accounting for 98.15 percent, were successfully resolved.
Among the telecom operators, cellular mobile operators (CMOs) received the highest number of complaints. Specifically, 14,473 complaints were registered against CMOs, with 14,224 (98.3 percent) of them being addressed.
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Breaking down the complaints against individual cellular operators:
- Jazz received 6,308 complaints, with a resolution rate of 97.6 percent (6,156 resolved).
- Telenor faced 2,488 complaints, and 98.4 percent (2,448) were resolved.
- Zong encountered 3,884 complaints, with a remarkable resolution rate of 99.8 percent (3,875 resolved).
- Ufone received 1,786 complaints, and 97.3 percent (1,738) were successfully addressed.
In addition to complaints against cellular services, 130 complaints were registered against basic telephony, with a resolution rate of 95.4 percent (124 resolved). Furthermore, 461 complaints were lodged against internet service providers (ISPs), and 95 percent (438) of them were successfully addressed during October.
The PTA’s proactive handling of consumer complaints and the high resolution rates indicate efforts to address and improve the quality of telecom services in the country.
