Telenor Tops Consumer Complaints’ Chart During 2014

Pakistan Telecommunication Authority has said that it received most consumer complaints against Telenor Pakistan as compared to all other cellular mobile operators during January 2014 to December 2014.

PTCL also topped the charts for consumer complaints in fixed line category.

PTA said that it received a total of 24,409 complaints during 2014 against mobile phone companies, while one third of these were against Telenor Pakistan alone.

According to details made available by Nabiha Mehmood, Director Consumer Complaints at PTA, during a capacity building workshop for journalists, a total of 8,274 complaints were registered against Telenor Pakistan.

Mobilink stood second with 4,717 complaints, while Ufone remained third in consumer complaints with 4,600 cases.

4,372 complaints were registered against Zong while 2,446 Waid consumers reached out to PTA against their operator.

Consumer complaints against PTCL stood at 14,514.

Nabiha Mehmood, Director Consumer Complaints, PTA, explained that telecom consumers initially register their grievances with respective service providers. Millions of such complaints are settled at service provide level, but those disgruntled customers who don’t get satisfied with their service providers reach out to PTA with their complaints.

Ms. Nabiha said that PTA was able to resolve 99.98 percent of complaints during the year 2014 that were registered with authority.

PTA said that majority of complaints against cellular mobile operators were about misuse of services (wrong numbers), illegal practices, verification issues, MNP related issues, quality of service issues and matters relating to billing.

Complaints against PTCL were mostly about fault in telephone lines, QoS issues and about provision of services.

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