Leading Positions for Consumer Complaints taken by PTCL, Telenor – Review 2015

Leading Positions for Consumer Complaints taken by PTCL, Telenor - Review 2015

40,445 complaints against local telecom operators (ISP’s, LDI, WLL, mobile operators) were received by Pakistan Telecommunication Authority in the year 2014-15. PTCL have 15,593 complaints against it while Telenor Pakistan has 6,862.

Note: Below given data and statistics from Pakistan Telecommunication Authority.

PTA data shows that there was a 10% growth in consumer complaints in FY 2014-15 from 36,092 in FY 2013-14 to what it is today.

PTCL has the most complaints against it while complaints against CMOs increased mainly due to biometric verification exercise.

PTA has said that it has successfully resolved about 99% of complaints in the year.

Consumer Complaints During 2014-15


Most of the complaints against PTCL were for fault in telephone lines / services and others included poor customer support, Qos, billing issues and provision of services.

98.7% of complaints out of 24,510 registered against all mobile operators were resolved by PTA.

45.3% complaints were related to service misuse, fraudulent and undesired communication (SPAM) from telcos and blocking SIMs that were involved in SPAM messages. Others were related to SIM verification and non legal practices.

Maximum number of complaints — for mobile phone companies — were received against Telenor (28%), Mobilink (22%), CMPak (22%), Ufone (17%) and Warid (with 11% share).






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