The Pakistan Telecommunication Authority (PTA) has issued an enforcement order against Telenor Pakistan (Pvt.) Limited for failing to meet the Quality of Service (QoS) standards outlined in its operational licenses. The regulatory action follows an official notice served on October 1, 2024, and a subsequent hearing held on December 10, 2024, at PTA Headquarters in Islamabad.
The case centers on Telenor’s inability to consistently fulfill the performance benchmarks required under its licensing conditions to provide cellular mobile services across the country.
The PTA identified ongoing deficiencies in Telenor’s service delivery despite the legal obligation to meet minimum Key Performance Indicators (KPIs). However, a re-verification survey conducted following the initial proceedings revealed notable improvements in Telenor’s network performance in Hyderabad and Quetta, signaling progress in certain areas.
Taking into account these advancements and Telenor’s formal request for additional time, the PTA opted for a more lenient stance. It has instructed the telecom operator to deploy an additional site in Swabi no later than June 30, 2025. Telenor is required to submit a compliance report confirming the completion and functionality of the new installation.
The PTA will conduct a follow-up on-ground survey after the deadline to reassess Telenor’s adherence to its service obligations. If the company fails to meet the expected QoS standards during this re-evaluation, the Authority has made clear that further regulatory actions will be initiated.
The enforcement order, dated April 29, 2025, was issued by a panel comprising Chairman Maj. Gen. (retd) Hafeez UR Rehman, Member (Compliance and Enforcement) Dr. Khawar Siddique Khokhar, and Member (Finance) Muhammad Naveed. The Authority emphasized that licensees are legally bound to maintain service quality and that regulatory leniency should not be mistaken for exemption from accountability.
In a statement given to ProPakistani, Telenor said PTA’s Quality of Service (QoS) testing is part of a regular, ongoing process carried out across all mobile operators. Any issues identified through this exercise are addressed as part of our standard operating procedure. Telenor Pakistan is actively working on all observations and remains fully aligned with PTA to ensure timely resolution.
We continue to invest in our network and operational processes to ensure consistent compliance with QoS benchmarks, with a clear focus on delivering a reliable and improved customer experience, it added.
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