In December 2023, the Pakistan Telecommunication Authority (PTA) received a total of 16,053 complaints from telecom consumers regarding various telecom operators. Impressively, the PTA successfully resolved 15,974 of these complaints, accounting for a remarkable 99.5 percent resolution rate.
The complaints were diverse and targeted different telecom entities, including Cellular Mobile Operators (CMOs), the Pakistan Telecommunication Company Limited (PTCL), Long-Distance International (LDI) operators, Wireless Local Loop (WLL) operators, and Internet Service Providers (ISPs), all recorded in November.
Given that cellular mobile subscribers constitute a significant portion of the overall telecom subscriber base, a substantial number of complaints were associated with this segment. Specifically, there were 15,583 complaints against CMOs by December, and an impressive 99.6 percent of these were effectively addressed.
Breaking down the data further, Jazz received 6,755 complaints, with an outstanding resolution rate of 99.8 percent, resolving 6,744 of them. Telenor faced 2,698 complaints, and 99.4 percent of these were successfully resolved, leaving only 16 unresolved complaints. Zong encountered 4,273 complaints, and an impressive 99.7 percent, or 4,261 complaints, were appropriately addressed. Ufone received 1,835 complaints, with a resolution rate of 98.7 percent, successfully resolving 1,811 of them.
This data reflects the PTA’s commitment to addressing consumer concerns promptly and efficiently, ensuring a high level of satisfaction within the telecom sector.