Telecom complaints rise across Pakistan despite high resolution

ISLAMABAD: (Web Desk) – Consumer complaints against telecom services are steadily increasing across Pakistan, highlighting mounting pressure on service providers to improve connectivity and service quality.

The concerns, covering mobile networks, internet services, and fixed-line connections, were recently discussed in Parliament based on official data shared by the Pakistan Telecommunication Authority.

According to the data, a total of 166,046 complaints were registered during the fiscal year 2024–25. Users submitted these complaints through multiple platforms, including the authority’s online complaint system, mobile application, and toll-free helplines—indicating growing public awareness and engagement.

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A significant majority of complaints were directed at mobile network operators. Out of the total, 159,325 complaints were related to mobile services, of which 157,923 were successfully resolved. This reflects a high resolution rate despite the volume of issues reported.

Internet services also remained a concern, with 5,011 complaints filed. Authorities resolved 4,703 of these cases, suggesting that while issues persist, most are being addressed in a timely manner.

Overall, 164,249 complaints were resolved out of 166,046, demonstrating strong response efforts by regulators and service providers. However, the rising number of complaints underscores ongoing challenges in maintaining consistent service quality and ensuring customer satisfaction across Pakistan’s telecom sector.