The Pakistan Telecommunication Authority (PTA) has issued detailed guidelines for telecom users on how to file complaints against mobile and internet service providers in Pakistan.
The authority has reiterated that subscribers should first report their issue to their respective operator, and if the problem remains unresolved, they can escalate the matter to Pakistan Telecommunication Authority (PTA) through its official complaint channels.
According to PTA, the first step for consumers facing network, billing, service quality, SIM, or value-added service issues is to lodge a complaint directly with their telecom operator. Complaints may be submitted via customer service centers, helplines, official websites, or mobile apps of the service provider. Users are advised to provide a clear description of the problem and must obtain a complaint or reference number along with the submission date and time for record-keeping.
If the issue is not resolved within the operator’s specified timeframe — or the response is unsatisfactory — consumers can escalate the complaint to PTA under Step-2 of the process. The complaint is submitted through PTA’s Complaint Management System (CMS), where users are required to provide personal details, along with the complaint/reference number previously issued by the operator.
To facilitate customers nationwide, PTA offers multiple complaint submission channels. Consumers can register complaints through the PTA CMS Web Portal, the PTA CMS mobile app available on Android and iOS, the PTA helpline (0800-55055), or by visiting PTA Headquarters and zonal offices across Pakistan. These platforms are designed to ensure transparency, timely resolution, and improved service quality across the telecom sector.
Pakistan Telecommunication Authority (PTA) emphasized that telecom operators are always given the first opportunity to address user complaints. However, the authority serves as the final appellate platform when matters remain unresolved or mishandled at the operator level. PTA also urged consumers to use only official channels for complaint submission to ensure proper tracking and resolution.
With this structured grievance mechanism, PTA aims to protect telecom users’ rights, strengthen accountability among service providers, and enhance overall customer experience in Pakistan’s digital connectivity ecosystem. The authority encouraged subscribers to actively report service-related issues so that consistent monitoring and industry compliance can be maintained.