Pakistan’s telecom sector is facing increasing public criticism after the Pakistan Telecommunication Authority (PTA) reported a sharp rise in Consumer Complaints against mobile operators and internet service providers during March 2026.
According to the latest PTA report, Jazz and Zong received the highest number of complaints among all telecom companies. The findings have raised concerns about service quality despite the telecom industry generating billions of rupees in taxes and revenues.
The report revealed that around 5,000 Consumer Complaints were registered during the month against telecom and internet service providers across Pakistan. Most complaints were linked to mobile network services, internet connectivity, call quality, and customer support issues.
Cellular mobile operators accounted for the majority of complaints. A total of 4,192 complaints were filed against mobile companies in March 2026 alone.
Among all operators, Jazz received the highest number of complaints. PTA data showed that Jazz faced 1,892 complaints during the month. However, the company managed to resolve 1,822 of those cases, resulting in a 96.3 percent resolution rate.
Zong ranked second on the list with 804 complaints. Out of these, 764 complaints were resolved, giving the company a 95.02 percent resolution rate.
Telenor received 801 complaints and resolved 778 of them. The operator achieved the highest complaint resolution percentage among major companies at 97.13 percent.
Ufone recorded 659 complaints and resolved 581 cases. Its resolution rate stood at 88.16 percent, which was the lowest among the country’s major cellular operators.
Internet service providers also faced significant criticism from users. PTA reported that ISPs received 527 complaints during March. Out of these, only 428 were resolved, resulting in an 88.8 percent resolution rate.
The growing number of Consumer Complaints has renewed debate over service quality standards in Pakistan’s telecom sector. Many users continue to raise concerns about internet speeds, network coverage, call drops, and billing issues.
The report comes despite strong financial performance by leading telecom companies. Jazz Pakistan recently posted impressive growth during FY25. The company generated approximately Rs457 billion in revenue, showing an annual increase of 18.6 percent.
According to available figures, Jazz’s growth was supported by an expanding subscriber base and higher average revenue per user. The company’s digital services, including JazzCash and fintech platforms, now contribute nearly 30 percent of its total revenue.
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Jazz also invested more than Rs55 billion in network expansion and digital projects during the fiscal year. However, the rising number of Consumer Complaints suggests that many users still expect improvements in overall telecom services and customer experience across Pakistan.
