New PTA system to resolve telecom complaints - Telecom


Pakistan Telecommunication Authority (PTA) on Friday announced the launch of a mechanism to redress consumer grievances, especially spam cellphone text messages, in a broader and more focused manner.

PTA Chairman Dr Mohammad Yaseen made the announcement in a press conference and stressed that telecom services should meet the quality benchmarks to achieve maximum consumer satisfaction.

The authority had been working closely with the operators to improve service quality issues faced by their subscribers, the chairman said, adding that 'detailed analysis had been carried out at the regulators end in line with the findings and complaints received against the operators by subscribers.'

'Establishing an effective system for prompt solutions to grievances was imperative,' Mr Yaseen said.

The regulator had directed operators to develop comprehensive complaint handling mechanisms and to redress consumer grievances in line with the Consumer Protection Regulations 2009.

In the implementation phase, the Pakistan Telecommunication Authority and the operators had now revamped their complaint handling systems, made them more consumer oriented, organised, expanded and provided a range of modes including helplines, emails and fax numbers through which consumers could lodge their complaints.

The PTA chairman said the authority was also looking into the issue of spam messages that were causing inconvenience to subscribers.



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