Consumer complaints against telecom services continue to rise across Pakistan, reflecting growing pressure on service providers to deliver reliable connectivity. Users have reported issues across mobile networks, internet services, and fixed-line connections. These concerns were recently highlighted in Parliament, based on official data shared by the Pakistan Telecommunication Authority.
According to the official documents, the authority received a total of 166,046 complaints during the fiscal year 2024–25. These complaints were filed through multiple channels, including an online complaint management system, a mobile application, and toll-free numbers. This shows that users are actively using digital and traditional platforms to report service issues.
| Service Type | Total Complaints | Complaints Addressed | Redress / Satisfaction | Complaints Disposal Rate |
|---|---|---|---|---|
| Cellular Mobile | 159,325 | 157,923 | 99.12% | 69.58% |
| Telephony (Internet Services) | 5,011 | 4,703 | 93.85% | 53.36% |
| Basic Telephony (Fixed Line) | 1,418 | 1,389 | 97.95% | 57.52% |
| Wireless Telephony (WLL) | 292 | 234 | 80.14% | 76.47% |
| Total | 166,046 | 164,249 | 92.76% | 64.23% |
A major portion of the complaints was linked to mobile operators. Out of the total, 159,325 complaints were related to mobile companies. The records further show that 157,923 of these complaints were resolved. This indicates a high resolution rate in the mobile sector, despite the large number of complaints.
In addition, 5,011 complaints were registered against internet services in the country. Out of these, 4,703 complaints were addressed and resolved. The data suggests that internet-related issues remain a concern, although most complaints are being handled by the relevant authorities.
Overall, the records show that 164,249 complaints were resolved out of the total 166,046 complaints received during the fiscal year. This reflects strong response efforts, although the rising number of complaints highlights ongoing challenges in service quality and customer satisfaction across Pakistan’s telecom sector.
