Telecom Turmoil: PTA Responds to January 2024 Complaint Surge
In January 2024, the Pakistan Telecommunication Authority (PTA) dealt with a substantial influx of complaints from telecom consumers, totaling 19,160. These grievances were directed towards various 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). Impressively, PTA successfully resolved 99.3% of these complaints, addressing the concerns of the majority of telecom users during that period.
PTA Success Story: Effectively Addressing Telecom User Concerns
Official data sheds light on the widespread nature of these complaints, indicating that consumers experienced issues with diverse telecom services. Notably, the comprehensive resolution of 19,031 complaints underscores PTA's commitment to ensuring a satisfactory telecom experience for users across different services and operators.
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CMO Complaints Dominance: PTA's High Resolution Success:
Cellular mobile subscribers constitute a significant portion of the overall telecom user base, resulting in a major share of complaints. Specifically, the data reveals that by January, the PTA recorded a substantial 18,624 complaints against Cellular Mobile Operators (CMOs), with an impressive resolution rate of 99.4 percent, addressing 18,515 of these concerns.
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Operator-Specific Breakdown: PTA's Resolution Triumphs:
Delving into operator-specific complaints, Jazz, Telenor, Zong, and Ufone faced varying numbers of grievances. Notably, Jazz received 7,968 complaints, with a remarkable 99.8 percent resolution rate; Telenor had 3,132 complaints, resolved at 98.7 percent; Zong faced 5,237 complaints, with a 99.6 percent resolution; and Ufone received 2,257 complaints, showing a commendable 98.6 percent resolution rate. Additionally, the PTA also addressed 171 complaints against basic telephony with a resolution rate of 98.2 percent, and 335 out of 351 complaints against Internet Service Providers (ISPs) were resolved, marking a 95.4 percent success rate in January.
