The Pakistan Telecommunication Authority (PTA) has upgraded its Complaint Management System (CMS) to speed up the resolution of telecom consumers’ complaints and make the grievance-handling process more efficient.
The upgraded system is aimed at providing consumers with a faster, more convenient and transparent mechanism for registering and tracking complaints related to telecom services.
The PTA has also launched an upgraded CMS mobile application, providing consumers with a more convenient and secure way to register complaints and track their progress.
According to the PTA, consumer convenience and security were key considerations in developing the new app. An OTP-based multi-factor authentication system has also been introduced to enhance security.
The upgraded app will be available for both Android and iOS users. Consumers will be able to register complaints through their mobile phones and track their status in real time.
The PTA said the new app also features an improved complaint verification process, while uploading relevant documents has been made easier than before.
A new module has also been added to the Complaint Management System to allow users to report suspected fraudulent activities involving mobile numbers.
Through the new module, consumers can directly report suspected fraud or unusual activity associated with mobile numbers to the PTA.
According to the authority, the upgraded app aims to make the complaint registration and resolution process more convenient, improve transparency, and ensure the timely resolution of complaints related to telecom services.