PTA Fines Telecom Operators Rs3.41 Billion Over Poor Service Quality

The Pakistan Telecommunication Authority (PTA) has imposed financial fines of Rs3.41 billion on telecom operators over violations of quality-of-service (QoS) obligations during the last four years, as the government faces complaints of weak mobile coverage and poor internet services in backward areas.

Minister for Information Technology and Telecommunication Shaza Fatima Khawaja, in a written reply submitted to the National Assembly, said PTA had conducted more than 500 QoS surveys across urban and rural areas, highways, motorways and railway corridors during the period.

In addition, the regulator conducted more than 200 complaint-based surveys to assess service quality and address consumer grievances.

PTA Fines Telecom Operators Rs3.41 Billion Over Poor Service Quality

According to the minister, PTA issued 20 warning letters and 86 show-cause notices (SCNs) to telecom operators during the last four years, besides imposing penalties amounting to Rs3.41 billion.

The disclosure comes amid growing complaints from consumers in underserved regions, particularly Bannu and other backward areas, where mobile users have alleged that operators continue to charge full tariffs despite weak network coverage, slow internet speeds and frequent service disruptions.

The minister acknowledged that telecom operators, including Jazz, Ufone and Zong, charge customers according to their advertised tariffs and are responsible for maintaining prescribed service quality under their respective licence conditions.

She, however, pointed out that some operators also offer regional or location-based packages at discounted rates compared with nationwide packages, with such offerings based on commercial considerations and regional market dynamics.

The government has ruled out, for now, a separate policy to impose additional financial penalties on telecom companies for poor services, saying the existing legal and regulatory framework already provides sufficient powers to take action against non-compliant operators.

The minister said enforcement was being carried out under the Pakistan Telecommunication (Reorganisation) Act, 1996, applicable licences and the Cellular Mobile Network QoS Regulations.

PTA can issue warning letters and SCNs and impose financial penalties where operators fail to meet prescribed licence and QoS requirements.

At the same time, the government has moved to strengthen service quality through the recent spectrum auction and revised Next Generation Mobile Services (NGMS) licence conditions.

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These measures include enhanced rollout obligations, deployment of additional 4G and 5G sites, higher QoS benchmarks and phased network modernisation.

The government expects these measures, coupled with continuing regulatory enforcement, to improve mobile and internet services in underserved areas while making operators more accountable for meeting their licence obligations.

The minister said specific consumer complaints, along with details and contact points, could be provided to enable the authorities to identify the affected locations and take steps for rectification.