In November 2024, the Pakistan Telecommunication Authority (PTA) reported receiving 15,861 complaints from telecom consumers regarding various telecom and cellular operators. An impressive 99 percent of these grievances—totaling 15,748—were resolved efficiently, showcasing PTA’s commitment to addressing consumer concerns effectively.
The complaints came from users of different telecom services, 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). Among these, cellular mobile subscribers formed the largest portion of complainants, reflecting their dominance in the telecom sector.
According to official PTA data, 15,375 complaints were lodged against CMOs in November, out of which 15,291 (99.5 percent) were successfully resolved. Jazz topped the list of operators with 6,271 complaints, and a remarkable 6,262 of these (99.9 percent) were addressed. Telenor faced 3,084 complaints, with 3,034 (98.4 percent) resolved, while Zong received 4,087 complaints and resolved 4,076 (99.7 percent). Ufone handled 1,915 complaints, resolving 1,901 (99.3 percent).
PTA also received 120 complaints about basic telephony services, achieving a resolution rate of 97.5 percent by addressing 117 cases. Meanwhile, internet service providers received 352 complaints, with 326 (92.6 percent) resolved during the same period.
This high resolution rate indicates the telecom sector’s responsiveness and PTA’s robust monitoring mechanism, ensuring consumer grievances are promptly addressed. As telecom services are essential in today’s digital world, resolving complaints efficiently is crucial to maintaining trust and satisfaction among users.
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