ISLAMABAD: Pakistan Telecommunication Authority (PTA) has received 24,510 complaints against Cellular Mobile Operators (CMOs) under its Comprehensive Complaints Management System and addressed 98.7 percent successfully.
Most of complaints pertained to misuse of service, 45.3 percent belonged to obnoxious, fraudulent and undesired communication in addition to blocking of SIMs involved in sending SPAM messages, revealed regulator's annual report for 2015.
As per details, the Authority had launched system few years back, enabling telecom consumers to lodge their complaints regarding telecom services online and receive prompt response.
PTA has also given limited access of SMS to the operators where they can view and update the complaint status using dedicated log-ins.
Online SMS is accessible to general public through "Online Complaint Form" at PTAs website which is a convenient efficient and user friendly interface for loading complaints as well as keeping track of its outcome.
Complainants are kept informed through auto generated e-mail notification to their e-mail address.
As per procedure, first the complainant has to register the complaint to telecom operator. If the issue is not resolved by operator within a prescribed timeframe the complainant can lodge the complaint through PTA toll free number fax, e-mail post or online through PTA's website.
During financial 2015 a total 40,445 complaints were received against telecom service providers including CMOs, Pakistan Telecommunication Company Limited (PTCL), Long Distance International (LDIs), Wireless Local Loop (WLL) and Internet Service Providers (ISPs) as compared to 36,092 complaints during corresponding period last year.
The reason for this increase was the rise in complaints regarding CMO verification issues and PTCL faults in service.
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