PTA addressed 98.9% of 14,471 Consumer Complaints

PTA Forms Committee

In November 2023, the Pakistan Telecommunication Authority (PTA) addressed 98.9% of the 14,471 consumer complaints lodged against various telecom operators, including cellular mobile operators (CMOs), PTCL, LDI operators, WLL operators, and ISPs. The data underscores the effectiveness of PTA’s consumer grievance resolution mechanisms, with a focus on enhancing the telecom user experience. Explore the breakdown of complaints against major telecom players like Jazz, Telenor, Zong, and Ufone, highlighting their respective resolution rates. Stay informed about the telecom industry’s responsiveness to consumer concerns, ensuring a transparent and reliable communication ecosystem.

The Pakistan Telecommunication Authority (PTA) demonstrated its commitment to consumer satisfaction by swiftly addressing 98.9% of the 14,471 complaints received in November 2023. These complaints spanned various telecom operators, reflecting the authority’s comprehensive approach to resolving consumer grievances.

Cellular mobile operators (CMOs), Pakistan Telecommunication Company Limited (PTCL), long-distance international (LDI) operators, wireless local loop (WLL) operators, and internet service providers (ISPs) all faced consumer concerns during November. Notably, the PTA’s official data highlights the successful resolution of 14,310 complaints, showcasing the effectiveness of their grievance redressal mechanisms.

Cellular mobile subscribers, constituting a significant portion of the overall telecom subscriber base, lodged the highest number of complaints. Specifically, complaints against CMOs reached 13,857, with an impressive resolution rate of 99.1%.

Delving into complaints against major telecom players, Jazz encountered 6,128 complaints, of which 98.9% were successfully resolved. Telenor faced 2,435 complaints, with a resolution rate of 98.2%. Zong, with 3,453 complaints, achieved an outstanding 99.6% resolution rate. Ufone received 1,833 complaints, with an exceptional resolution rate of 99.7%.

Basic telephony and internet service providers (ISPs) also encountered consumer concerns, with 190 and 416 complaints, respectively. The PTA efficiently addressed 93.2% of basic telephony complaints and 95.2% of ISP complaints during November, underscoring their dedication to resolving a diverse range of issues.

This data reflects the telecom industry’s responsiveness to consumer feedback, ensuring a transparent and reliable communication ecosystem. As PTA continues to prioritize consumer satisfaction, the resolution rates underscore the effectiveness of their measures in addressing the diverse challenges faced by telecom users in Pakistan. Stay informed about the evolving landscape of telecom services, with a focus on consumer-centric initiatives and grievance resolution mechanisms.

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