Latest PTA Report Exposes Jazz’s Poor Performance and Rising Customer Dissatisfaction

Usama AnjumLast Updated: Jan 24, 2025

The Pakistan Telecommunication Authority (PTA) received 13,287 consumer complaints against telecom operators in December 2024. Among these, 99% (13,151) were resolved, but the high complaint volume reveals ongoing issues with service quality and customer satisfaction across the sector.

According to PTA data, Jazz led the list with 5,070 complaints—the highest among all operators. While 99.9% (5,063) of these were resolved, the sheer number highlights significant dissatisfaction among its users. Zong ranked second, with 3,480 complaints, with 99.2% (3,452) of these resolved.

Telenor received 2,609 complaints, addressing 98.4% (2,568). Ufone recorded 1,662 complaints, with a resolution rate of 97.5% (1,621). Cellular mobile subscribers accounted for the majority of complaints, reflecting their dominance in Pakistan’s telecom market.

In other sectors, PTA received 88 complaints against basic telephony services, resolving 98.9% (87). Internet Service Providers (ISPs) faced 347 complaints, with 94.8% (329) resolved.

The PTA attributed the complaints to various operators, including cellular mobile operators (CMOs), Pakistan Telecommunication Company Limited (PTCL), long-distance international (LDI) operators, wireless local loop (WLL) providers, and ISPs.

Our Opinion

The resolution rates of the complaints suggest efficiency, but they paint an incomplete picture. Jazz’s disproportionately high complaint volume is a glaring indicator of systemic shortcomings in service quality and customer care. Such trends reflect an urgent need for operators to address the root causes of dissatisfaction rather than merely closing complaints.

Moreover, the PTA must adopt a more proactive regulatory approach like devising a QoE survey and prioritizing quality assurance over reactive complaint resolution. Without significant reforms in service delivery and accountability mechanisms, the telecom sector risks eroding consumer trust, which could have long-term repercussions for its growth and credibility.