The Pakistan Telecommunication Authority (PTA) provides a clear process for filing complaints against telecom service providers in Pakistan.
The PTA complaint system is designed to protect consumer rights and encourage fair service practices.
Contacting the Telecom Operator
First, customers should contact their telecom operator directly through call centers, official websites, mobile applications, or customer service centers. Clearly explaining the issue helps faster resolution. Always request a complaint or reference number and record the submission date and time carefully.
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Importance of Keeping Complaint Records
Maintaining proper records of complaints is essential for follow-ups and escalation if needed. Reference numbers, complaint dates, and communication details help verify that the issue was reported within the required timeframe.
Escalating Unresolved Complaints to PTA
If the operator fails to resolve the issue or provides unsatisfactory service, customers may escalate the complaint to PTA. The authority allows operators a specific resolution period before stepping in to address the matter.
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Using PTA Complaint Management System
Complaints to PTA must be submitted through the Complaint Management System (CMS). Customers should provide personal details, issue description, and the operator’s complaint reference number for proper verification and processing.
Multiple Channels Offered by PTA
PTA offers various complaint channels, including an online web portal, the PTA CMS mobile application on Android and iOS, and a toll-free helpline 0800-55055, for direct public assistance nationwide.
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In-Person Complaint Facilities
Citizens can also visit PTA Headquarters or regional zonal offices for in-person complaint submission. This option is useful for those who prefer direct communication or lack digital access.
Telecom operators receive the first opportunity to resolve complaints, while PTA acts as the final authority. This structure ensures accountability and encourages service providers to improve performance and customer care standards.
