In October 2023, the Pakistan Telecommunication Authority (PTA) fielded 15,085 complaints from telecom consumers against various operators. Impressively, they successfully resolved 14,806 of these complaints, marking a resolution rate of 98.15 percent. This figure reflected a rise from the 13,596 complaints recorded in September 2023.
These complaints encompassed a range of issues against different telecom operators such as cellular mobile operators (CMOs), Pakistan Telecommunication Company Limited (PTCL), long-distance international (LDI) operators, wireless local loop (WLL) operators, and internet service providers (ISPs).
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The majority of complaints, understandably, were directed at cellular mobile operators, constituting a significant portion of the overall telecom subscriber base. Out of 14,473 complaints lodged against CMOs by October, an impressive 98.3 percent (14,224) were successfully resolved.
Specifically, complaints targeted major CMOs like Jazz, Telenor, Zong, and Ufone. Jazz faced 6,308 complaints, with a commendable resolution of 97.6 percent (6,156). Telenor received 2,488 complaints, of which 98.4 percent (2,448) were resolved. Zong encountered 3,884 complaints, managing to address 99.8 percent (3,875) of them. Ufone dealt with 1,786 complaints, resolving 97.3 percent (1,738).
Additionally, the PTA handled 130 complaints regarding basic telephony, successfully resolving 124 of them, achieving a resolution rate of 95.4 percent. Furthermore, 461 complaints regarding ISPs were received, and 95 percent (438) of these were effectively addressed.
