The Pakistan Telecommunication Authority (PTA) has slapped a financial penalty of Rs. 38.889 million on CMPak Limited (Zong). PTA ordered this fine on Zong for failing to maintain prescribed Quality of Service (QoS) standards and Key Performance Indicators (KPIs).
PTA issued the enforcement order on September 18, 2026, under Section 23 of the Pakistan Telecommunication (Re-organization) Act, 1996. The Authority Bench, comprising Chairman Maj. Gen. Hafeez Ur Rehman (R), Member (Compliance and Enforcement) Dr. Khawar Siddique Khokhar, and Member (Finance) Muhammad Naveed, concluded the proceedings at PTA Headquarters in Islamabad.
PTA Slaps Fine on Zong as Surveys Expose Persistent Deficiencies
The enforcement action follows extensive monitoring across the country. Initially, the PTA conducted independent QoS surveys across 53 cities during the first three quarters of 2025. These tests evaluated voice, SMS, and mobile broadband performance.
During these tests, the regulator detected degraded KPIs across multiple cities:
- First Quarter 2025: Kandiaro.
- Second Quarter 2025: Buner, Chiniot, Larkana, Mansehra, Pindi Bhattian, and Umerkot.
- Third Quarter 2025: Hafizabad, Khanpur, and Layyah.
The PTA shared these findings with Zong throughout 2025 to demand corrective measures. In response, Zong claimed that it had optimized its network and resolved the deficiencies. However, a follow-up re-verification survey conducted in the fourth quarter of 2025 revealed continuous non-compliance at Buner, Matiari, Murree, and Pindi Bhattian. Consequently, the PTA issued a Show Cause Notice on April 8, 2026. The Authority subsequently held a formal hearing on June 17, 2026, which top Zong directors, technical managers, and legal counsel attended.
City-Wise Non-Compliance & Zong’s Defense
During the proceedings, Zong submitted technical analyses, drive-test logs, and root-cause evaluations to explain the degraded performance.
| Location | Non-Compliant KPIs Recorded | Operator’s Stated Defense |
| Matiari |
Network Accessibility and Call Setup Success Rate (CSSR) | Temporary site availability issues, which Zong claimed were rectified later. |
| Pindi Bhattian |
Reference Signal Received Power (RSRP) | Disputed PTA’s 85% confidence score; claimed log files showed 97.10% Auto Mode RSRP. |
| Buner |
Network Coverage and SMS Success Rate | High inter-site distances, deep valleys, steep elevations, and sparse population. |
| Murree |
CSSR, Call Completion Ratio (CCR), SMS Success Rate, and RSRP | Hilly terrain, mountain signal blockage, shadowing, and roadside testing outside the city center. |
PTA Rejects Excuses & Directs Immediate Compliance
The PTA rejected the operator’s explanations. The Authority ruled that challenging geography, population density, and transient network glitches do not exempt a licensee from mandatory standards. In addition, the regulator clarified that subsequent network optimizations or post-survey drive tests cannot retrospectively erase violations recorded during official surveys.
Under License Condition 6.5.1 and Section 21(4)(g) of the Act, cellular operators must deliver continuous, high-grade service. The PTA emphasized that licensees must take prudent measures beforehand rather than offering technical excuses after failing tests.
Therefore, the PTA ordered Zong to deposit the Rs. 38.889 million fine within 30 days of the order’s issuance. Furthermore, Zong must submit a comprehensive technical compliance report within the same 30-day window to prove it has permanently rectified the service defects. Failure to comply will trigger further legal proceedings under the Act.
