ISLAMABAD ( SPECIAL REPORT)
Pakistan Telecommunication Authority received 33,310 consumer complaints against mobile operators, PTCL, LDIs, WLL, ISPs and MNP. Percentage of total complaints during FY2012 against each service. Since mobile subscribers make up most of the total telecom subscriber base (120 million), 71% of the received complaints pertain to the CMOs. PTCL constitutes 27% of the total complaints while its total subscriber base is about 3.7 million. A deeper analysis of the cellular CMOs 71% PTCL 27% ISPs 1% WLL 1% LDIs 0% complaints reveal that out of the 23,694 complaints received against mobile services and Mobile Number Portability (MNP), 43.5% were related to misuse of mobile services followed by MNP (20.4%). Although the uptake of cellular mobile services has profound benefits for the country, the low literacy rate and some mischievous elements trouble the customers with wrong calls, obnoxious and unwanted communication .
Therefore, this category has the highest rate (43.5%) of complaints in the cellular sector. Illegal practices constitute 17.3% of the complaints while billing, QoS, VAS, poor customer issues were about illegal practices and others form the rest. Looking at the complaints received against each cellular operator, the maximum number (6,352) were against Mobilink since it has the highest subscriber base, followed by Telenor, Ufone, Warid and CMPak with 4881, 4692, 3216 and 2491 complaints,respectively. The number of complaints against cellular operators is far less than the subscriber base of the companies which is a good sign for the sector. According to the share of each operator in total complaints received by the Authority, Mobilink had the highest (29%followed by Telenor 23%. Ufone had 22% share while Warid had 15% share in the total complaints followed by 11% against CMPak.
PTA successfully redressed 99% of total received complaints against mobile operators PTA has established an easy and reliable complaint management system at its headquarters so that consumers can lodge complaints via phone, fax, email, website and personal visits. When received, the complaint is immediately taken up with Analysis of Consumer Complaints t h e concerned operator and the complainant is kept in loop throughout till the effective resolution of the problem. Each year , the Author ity receives thousands of complaints against cellular, fixed line, wireless, broadband, LDIs and other licensed operators. On the basis of these complaints, the Authority regularly updates its regulatory framework and explores areas of improvement.