Pakistan Telecommunication Authority is the Regulator of the telecom sector.
PTA's VISION
Create a fair regulatory regime to promote investment, encourage competition, protect consumer interest and ensure high quality information and Communication Technology Services.
Telecom Consumers Redressal of Grievances at PTA:
PTA established a dedicated Consumer Complaint Cell in January 01, 2002 with a view to provide a platform to lodge their respective complaints against telecom licensees with an aim to ensure expeditious relief to their respective grievances against telecommunication services. Till 2012, more than 170,000 complaints have been received and redressed by the said Cell.
Establishment of Consumer Protection Directorate (CPD) at PTA HQs Islamabad.
In September 2008, Pakistan Telecommunication Authority (PTA) established Consumer Protection Directorate (CPD) at its Headquarters in Islamabad. Against the backdrop of a large inflow of complaints being received by the Regulator from telecom consumers relating to services provided by the telecom operators, it was felt by the Authority that the matter be tackled in a broader but more focused manner. The said directorate comprises of a dedicated team to which the consumers have access through Toll Free Number, telephone, fax, e-mail, PTA website, post and in person visitation at the PTA HQs. Moreover consumers can also access PTA Zonal Offices for redressal of their complaints.
Areas of focus of CPD:
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Lodging & Redressal of telecom consumer complaints made to the Authority through Toll Free Number, Telephone, Fax, E-mail & Web mail
- Analysis of consumer complaints with a view to isolate key problem areas and their rectification
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Aim to gauge the pulse of telecom consumers with a view to pursue matters with the industry to achieve maximum consumer satisfaction
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Proactive role in taking up issues that are found to be violating basic consumer rights and to take measures against practices that may harm consumer interests.
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Identifying areas for Regulatory work for larger consumer protection
If your complaint has not been redressed by the Operator, complaints can be made at PTA HQs Islamabad:
a. Telephones
b. FAX
c. E-Mail
d. On-line
e. Postal Mail/In Person Visitation
All the complaints are enthusiastically pursued, recorded in a dedicated database and tracked through an intense system till their coherent conclusion up to the satisfaction of the complainant and as per the existing provisions of Telecom Act, Rules and Regulations.
