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The Pakistan Telecommunication Authority (PTA) reported receiving a total of 15,861 consumer complaints against telecom operators in November 2024, with an impressive 99% of these complaints being resolved.
Official data from the PTA revealed that the complaints were lodged against a wide range of telecom operators, including cellular mobile operators (CMOs), Pakistan Telecommunication Company Limited (PTCL), long-distance international (LDI) operators, wireless local loop (WLL) operators, and internet service providers (ISPs).
A significant portion of the complaints involved cellular mobile subscribers, who are also the largest consumers of telecom services in Pakistan. Out of the above total complaints, CMOs accounted for 15,375, of which 99.5% were disposed of.
- Jazz, the leading telecom operator in Pakistan, received the highest number of complaints, totaling 6,271. The company resolved 99.9% of these, addressing 6,262 cases.
- Telenor received 3,084 complaints, resolving 98.4% (3,034 complaints) of them.
- Zong had 4,087 complaints, with a resolution rate of 99.7%, resolving 4,076 complaints.
- Ufone received 1,915 complaints, resolving 99.3% (1,901 complaints) of them.
Apart from CMOs, the PTA got 120 complaints regarding the basic telephony services out of which 97.5% were addressed as 117 complaints. For ISPs also there were 352 complaints filed out of which 326 which is 92.6% were resolved.
This high-resolution rate is a testament to the PTA’s efforts to enhance consumer satisfaction in the telecommunication sector and provide timely resolution to consumer complaints.
