In January 2024, the Pakistan Telecommunication Authority (PTA) recorded a total of 19,160 complaints from telecom consumers, targeting various telecom and cellular operators. Impressively, a significant portion of these issues, totaling 19,031 complaints, were successfully resolved, constituting a commendable resolution rate of 99.3 percent.
Official data provided insights into the nature and resolution of these complaints, which encompassed grievances against diverse telecom entities such as 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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Among the telecom operators, cellular mobile subscribers accounted for the largest share of complaints, reflecting their substantial presence within the telecom subscriber base. Notably, the majority of complaints, reaching a total of 18,624, were directed towards CMOs. Encouragingly, the vast majority of these issues, 18,515 complaints, were effectively resolved, indicating a resolution rate of 99.4 percent.
Delving into specific operator statistics, complaints against Jazz totaled 7,968, with an impressive resolution rate of 99.8 percent. Telenor garnered 3,132 complaints, with 98.7 percent successfully resolved. Similarly, Zong faced 5,237 complaints, with a resolution rate of 99.6 percent, while Ufone received 2,257 complaints, with 98.6 percent resolved satisfactorily.
In addition to complaints against mobile services, the PTA also addressed issues related to basic telephony and internet service provision. Notably, 171 complaints concerning basic telephony were received, with a resolution rate of 98.2 percent. Meanwhile, 351 complaints targeting ISPs were addressed, achieving a resolution rate of 95.4 percent. These figures collectively underscore the PTA’s commitment to addressing consumer grievances and maintaining standards within the telecommunications industry.
