2015 in Review: PTCL, Telenor Remained at Top for Consumers Complaints

Pakistan Telecommunication Authority received a total of 40.445 consumer complaints against local telecom operators (including ISPs, mobile operators, LDI, WLL, and others) during FY 2014-15, out of which 15,593 were against PTCL while another 6,862 complaints were against Telenor Pakistan.

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

According to PTA data, consumer complaints grew 10 percent during FY 2014-15 from 36,092 in FY 2013-14 to 40,445 in FY 2014-15.

Majority of complaints, as mentioned above were against PTCL, while increase in complaints for CMOs were hugely due to biometric verification exercise.

PTA said that it successfully resolve about 99% of complaints during the year.

Consumer Complaints During 2014-15

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As one may imagine, majority of complaints against PTCL (almost 66% of total) were for fault in telephone lines/services. Other complaints included poor customer support, QoS, billing issues and provision of services.

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

Majority of complaints (45.3%) were pertaining to misuse of service, fraudulent and undesired communication (SPAM) from telcos and blocking of SIMs involved in SPAM messages. Other complaints were related to illegal practices and SIM verification.

Highest 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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Tech reporter with over 10 years of experience, founder of ProPakistani.PK