The Pakistan Telecommunication Authority (PTA) has announced a major consumer-friendly initiative by enabling free calling to Toll-Free Numbers (TFNs), commonly starting with 0800, for all mobile subscribers across Pakistan.
This step is aimed at improving public access to customer support services and strengthening consumer protection within the country’s telecom sector.
Previously, free calls to 0800 toll-free numbers were only available to fixed-line subscribers. Mobile users, however, were charged standard call rates when contacting these numbers, which often discouraged consumers from lodging complaints or seeking assistance from telecom service providers. Recognizing the inconvenience faced by mobile users, PTA took notice of the issue and moved to address it in the interest of consumer facilitation.
To ensure smooth implementation, PTA conducted extensive consultations with key stakeholders in the telecom industry. These included Pakistan Telecommunication Company Limited (PTCL), National Telecommunication Corporation (NTC), Local Loop (LL) operators, and all Cellular Mobile Operators (CMOs). After detailed discussions and collaborative deliberations, all parties reached a consensus to make calls to toll-free numbers completely free for both mobile and fixed-line subscribers.
With this decision now in effect, mobile users can contact customer care centers, helplines, and complaint portals without worrying about call charges. The move is expected to significantly improve access to complaint registration mechanisms, particularly for users who rely solely on mobile connectivity.
PTA stated that the initiative reflects its ongoing commitment to safeguarding consumer rights and promoting equitable access to telecom services. By removing cost barriers, the authority aims to encourage users to report service issues, billing disputes, and quality concerns more freely and efficiently.
The regulator further emphasized its goal of fostering a responsive, transparent, and consumer-centric telecommunication environment in Pakistan. Industry experts believe this development will enhance accountability among telecom operators while improving overall customer satisfaction.
This latest step aligns with PTA’s broader efforts to modernize telecom regulations and ensure that digital and communication services remain accessible, affordable, and fair for all citizens.