In April 2023, the Pakistan Telecommunication Authority (PTA) received and addressed a total of 13,291 complaints from telecom consumers in Pakistan. The PTA successfully resolved 99.3 percent of these complaints, with 13,192 being resolved to the satisfaction of the consumers.
Cellular mobile operators (CMOs), Pakistan Telecommunications Company Limited (PTCL), long-distance international (LDI) operators, wireless local loop (WLL) operators, and internet service providers (ISPs) are among the Pakistani telecom companies entitled in the complaints.
Among these operators, the majority of complaints were related to cellular mobile operators (CMOs) due to their significant subscriber base. There were 12,886 complaints against CMOs in all, and the PTA was able to successfully handle 12,837 of them, for a resolution rate of 99.6%.
Here is a breakdown of the complaints received and resolved for each of the major cellular mobile operators in Pakistan:
The PTA received a total of 5,438 complaints against Jazz, and 5,427 of them (99.8 percent) were successfully resolved.
There were 2,283 complaints lodged against Telenor, with 2,280 of them (99.9 percent) being addressed and resolved.
A total of 3,981 complaints were registered against Zong, and the PTA resolved 3,970 of them (99.7 percent).
The PTA received 1,176 complaints regarding Ufone, and 1,153 of them (98 percent) were resolved.
Apart from CMOs, the PTA also received complaints in other categories. There were 94 complaints related to basic telephony, and 78 of them (83 percent) were addressed successfully. There were 306 complaints relating to internet service providers (ISPs), of which 273 (89.2%) were properly resolved by the PTA.