March 2024: PTA Addresses 17,000+ Complaints Against Telcos

In March 2024, the Pakistan Telecommunication Authority (PTA) received a substantial number of complaints from telecom consumers regarding issues with different telecom and cellular operators. These complaints could encompass a range of issues, including network connectivity problems, billing discrepancies, service disruptions, or customer service-related concerns.

Despite the large volume of complaints, the PTA managed to address the majority of them effectively. Out of the 17,712 complaints received, an impressive 17,603, constituting 99.4 percent, were successfully resolved. This high-resolution rate indicates the PTA’s commitment to ensuring the quality of telecom services and protecting consumer rights within the industry.

The official data revealed that complaints were lodged against a diverse range of telecom operators throughout the month of March. These operators encompassed cellular mobile operators (CMOs), Pakistan Telecommunication Company Limited (PTCL), long-distance international (LDI) operators, wireless local loop (WLL) operators, and internet service providers (ISPs). This broad spectrum of operators indicates that consumers faced issues across various telecommunications services, including mobile, landline, international calling, wireless broadband, and internet connectivity. Such complaints highlight the multifaceted nature of challenges encountered by telecom consumers and underscore the importance of regulatory oversight to address issues across the industry comprehensively.

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Cellular mobile subscribers represent a significant portion of the total telecom subscriber base, making it unsurprising that this segment accounts for the highest number of complaints. As of March, the total complaints directed towards cellular mobile operators (CMOs) amounted to 17,327, indicating a substantial volume of issues reported within this sector. However, it is noteworthy that the majority of these concerns, specifically 17,233 cases, or approximately 99.5 percent, were successfully resolved.

As per the PTA data, Jazz received a total of 7,398 complaints, with an impressive resolution rate of 99.7 percent, as 7,374 of these complaints were successfully addressed. Similarly, Telenor encountered 2,551 complaints, of which 2,528, or approximately 99.1 percent, were resolved. Zong faced 5,661 complaints, with an equally high-resolution rate of 99.6 percent, as 5,639 complaints were successfully handled. Ufone received 1,707 complaints, resolving 1,682 cases, accounting for a resolution rate of 98.5 percent. These statistics highlight the telecom operators’ commitment to promptly addressing consumer grievances, ensuring a high level of customer satisfaction across various service providers in the industry.

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The swift resolution of telecom consumer complaints by the Pakistan Telecommunication Authority (PTA) reflects its dedication to ensuring quality service and protecting consumer rights within the telecommunications industry. With an impressive resolution rate of 99.4 percent, the PTA’s proactive approach underscores its effectiveness in addressing a wide range of issues faced by consumers, spanning network connectivity, billing discrepancies, service disruptions, and customer service-related concerns.