PTA Report: Major Spike in Mobile and Internet Complaints Across Pakistan as Service Quality Drops. The Pakistan Telecommunication Authority (PTA) has released its latest consumer complaint analysis, revealing a sharp increase in grievances against Cellular Mobile Operators (CMOs) and Internet Service Providers (ISPs). Despite the recent 5G spectrum auction, the data suggests that existing 4G and broadband services are struggling to maintain quality, with thousands of users reporting billing errors and persistent network outages.
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The Stats: Who Are Consumers Complaining About?
According to the PTA’s Complaint Management System (CMS), the regulator received over 14,500 complaints in the last month alone. The breakdown of complaints against major operators shows a troubling trend:
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Jazz (PMCL): Continues to receive the highest volume of complaints, primarily related to data speeds and billing discrepancies.
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Telenor & Zong: Faced a surge in grievances regarding “Poor Network Coverage” in semi-urban and rural areas.
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Ufone: While maintaining a better redressal rate, users reported issues with Value-Added Services (VAS) being activated without consent.
Top 3 Consumer Grievances
The report categorizes the nature of the complaints, highlighting three main pain points for Pakistani users:
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Billing & Overcharging: Consumers are increasingly reporting “hidden deductions” and discrepancies in their prepaid balance.
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Quality of Service (QoS): A significant spike in “Call Drops” and “Slow Data Speeds” was recorded, particularly during peak evening hours.
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Illegal SIM Activity: Complaints regarding fraudulent calls and SMS (often linked to BISP or fake lottery schemes) remain a major security concern for the regulator.
The Digital Divide: Lahore and Karachi Lead Complaints
Geographically, the highest number of complaints originated from Lahore and Karachi, where high user density is reportedly overwhelming the existing infrastructure. In Lahore specifically, recent fiber optic cuts by LESCO and other development agencies have contributed to a 30% rise in broadband-related complaints compared to the previous quarter.
PTA’s Response and Action
The PTA has directed all CMOs to improve their internal complaint-handling mechanisms. Under the Telecom Consumers Protection Regulations, operators are mandated to:
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Resolve Billing Issues: Within 24 to 48 hours of the complaint.
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Transparency: Provide clear information on data usage and package expirations to prevent “unintended” charges.
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Quality Benchmarks: Failure to meet the Quality of Service (QoS) standards could lead to heavy fines for the operators.
The regulator also urged consumers to use the CMS Mobile App or the toll-free number 0800-55055 if their service provider fails to resolve their issues within the stipulated timeframe.
