Islamabad (Web Desk): The Pakistan Telecommunication Authority (PTA) has outlined the procedure for consumers facing problems with mobile networks, internet services and other telecommunications facilities. Under the procedure, citizens can first contact the relevant service provider and approach the authority directly if the issue remains unresolved.
According to guidelines issued by the PTA, consumers should initially contact the customer service centre of the relevant company to report any problem with a telecommunications service. They can use the company’s call centre, website, mobile application or service centre for this purpose.
While lodging a complaint, consumers must provide the nature of the problem and complete details. They have also been advised to obtain a reference number after submitting the complaint and keep a record of the date and time it was lodged.
The authority said consumers should allow the relevant company a reasonable period to resolve the issue. If the complaint is not addressed within the stipulated time, or the consumer is dissatisfied with the solution offered by the company, they can approach the PTA.
For this purpose, the PTA has a Complaint Management System (CMS), through which consumers can submit complaints online. When contacting the authority, consumers must provide their personal information along with the complaint or reference number issued by the relevant telecommunications company.
Channels for Lodging Complaints
Consumers can use the following facilities to submit their complaints to the PTA:
- Online Portal: https://complaint.pta.gov.pk/CMS/
- Mobile Application: PTA CMS app, available for Android and iOS users.
- Helpline: 0800-55055
- In Person: Complaints can be submitted at the PTA headquarters or its regional offices.
The PTA has clarified that consumers must first contact the relevant telecommunications company and obtain an official complaint number to ensure their complaint is properly registered and processed. This will also enable them to provide complete details when subsequently approaching the authority.