The Pakistan Telecommunication Authority (PTA) has outlined a step-by-step procedure to help consumers register complaints against telecom service providers and seek resolution of service-related issues.
According to the guidance shared by the authority, consumers are advised to first approach their respective telecom operators through customer care centres, helplines, official websites, mobile applications or service centres to report their concerns.
Consumers should clearly explain the nature of their complaints and obtain a complaint or reference number. They are also advised to keep a record of the date and time when the complaint is submitted for future reference.
The PTA has further advised consumers to allow their telecom operators a reasonable period to address the issue. However, if the complaint remains unresolved or the consumer is dissatisfied with the response, the matter can be escalated to the authority through its Complaint Management System (CMS).
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While submitting a complaint to the PTA, consumers should provide their personal information, details of the issue and the complaint reference number issued by the telecom operator.
The authority has provided multiple channels for registering complaints, including its online portal at https://complaint.pta.gov.pk/CMS/, the PTA CMS mobile application available for Android and iOS users, and its helpline 0800-55055. Consumers can also visit the PTA headquarters or its zonal offices for assistance.
