The Pakistan Telecommunication Authority (PTA) has issued a step-by-step guide to help consumers register complaints against telecom companies and resolve service problems.
PTA explained how consumers can report service-related issues to telecom operators and approach the authority if their complaints remain unresolved.
How to register a telecom complaint?
According to PTA, customers should first contact their telecom service provider before approaching the regulator.
Consumers can register complaints through customer care centres, helplines, official websites, mobile applications or service centres.
They are advised to clearly explain the problem and request a complaint reference number from the operator.
PTA also advised customers to record the date and time of their complaint for future reference.
After submitting a complaint, consumers should allow their service provider a reasonable period to resolve the issue.
If the company fails to address the problem or provides an unsatisfactory response, customers can take the matter to PTA.
The authority recommends keeping the original complaint number and other relevant information ready before seeking further assistance.
How to submit a complaint to PTA?
Consumers can report unresolved problems through PTA’s Complaint Management System (CMS).
Customers can also use the PTA CMS mobile application, available for Android and iOS devices.
Another option for the customers is to contact PTA’s toll-free helpline at 0800-55055.
People who prefer in-person assistance can visit PTA headquarters or its zonal offices.
Consumers should provide their personal information, details of the issue and the reference number issued by their telecom operator, when submitting a complaint.
PTA’s online system also allows registered users to monitor complaint progress and receive updates.
The authority has encouraged customers to provide accurate information so their cases can be reviewed without unnecessary delays.
