ISLAMABAD, November 9, 2026: The Pakistan Telecommunication Authority (PTA) has issued guidelines explaining how mobile phone and internet users can register complaints about poor network coverage, slow internet speeds and other telecom service problems.
The regulator has outlined a step-by-step complaint process, allowing consumers to approach their service providers first and escalate unresolved issues directly to the PTA.
According to the guidelines, customers experiencing network disruptions, weak signals, internet connectivity problems or unsatisfactory telecom services should initially contact their respective mobile or internet operators.
Consumers can register complaints through their operator’s customer service helpline, official website, mobile application or customer service centre.
The PTA has advised users to clearly describe the nature of their complaint and provide relevant information to help service providers identify and resolve the issue.
After submitting a complaint, consumers should obtain a complaint reference number and retain the date and time of registration for future correspondence.
The regulator said customers should allow their telecom operators a reasonable period to address the problem.
If the complaint remains unresolved or the customer is dissatisfied with the response, the matter can be escalated to the PTA through its Complaint Management System (CMS).
How to file a complaint with PTA
The PTA provides several channels for consumers seeking regulatory intervention over unresolved telecom service complaints.
Online complaint portal: PTA Complaint Management System
Mobile application: PTA CMS app, available for Android and iOS devices.
PTA helpline: 0800-55055.
In-person complaints: PTA headquarters and regional offices.
When submitting a complaint through the PTA system, users must provide their personal details, information about the telecom operator and the complaint reference number previously issued by the service provider.
The authority emphasized that obtaining a complaint number from the relevant telecom company is an important step before escalating the matter.
The complaint management system is designed to help consumers report unresolved problems and enable the regulator to monitor complaints involving telecom operators.
The guidelines apply to consumers facing difficulties with mobile networks, internet connectivity and other telecommunications services across Pakistan.
By following the prescribed procedure, users can formally raise service-related concerns and seek intervention when their telecom providers fail to resolve complaints satisfactorily.