The Pakistan Telecommunication Authority (PTA) has introduced a redesigned, more efficient Complaint Management System (CMS) at a time when internet users across the country are reporting widespread connectivity issues. The launch comes as internet slowdowns, fiber cuts, and regional outages continue to frustrate millions of users, putting pressure on the regulator to streamline its response.
The new CMS is intended to simplify how citizens report problems with their internet, mobile networks, and telecom services. Users can now file complaints through the PTA’s website, mobile application, or the authority’s dedicated helpline. The revamped system promises quicker processing times, more transparency, and improved resolution tracking. PTA has emphasized that it wants consumers to have a reliable platform where issues are recorded, evaluated, and escalated effectively.
Over the past year, network disruptions have become more frequent, causing complaints to spike. The PTA revealed that thousands of issues were lodged in the first half of the year alone, with the majority related to slow internet speeds, frequent disconnects, and weak signal coverage. Despite the surge, the authority claims a high resolution rate, resolving a large majority of complaints submitted by users. The new system aims to push that performance even further by eliminating manual backlogs and using automated workflows.
The regulator has attributed most of the recent outages to fiber cuts, power instability, and vandalism in certain areas. According to the PTA, these infrastructure vulnerabilities have become a recurring challenge, especially in underserved regions where telecom equipment is more exposed. In addition, occasional submarine cable faults—particularly in the PEACE and IMEWE systems—have caused periodic slowdowns nationwide, leading to a drop in available bandwidth until traffic is rerouted.
To better understand these issues, the PTA conducted extensive Quality of Service (QoS) surveys across highways, railways, city centers, and remote districts. These surveys mapped out areas with persistent coverage gaps. The authority noted that rural and remote areas continue to experience the worst performance, largely due to underdeveloped telecom infrastructure. To address this, PTA is coordinating with the Universal Service Fund (USF) to speed up network expansion projects aimed at closing the digital divide.
The launch of the new complaint system is also part of the PTA’s broader effort to modernize its consumer support operations. The authority already operates a dedicated call center, but the upgraded CMS brings better automation and analytics. This will allow PTA to identify patterns in service quality issues—such as specific regions with frequent outages or operators with recurring performance gaps—and take timely corrective action.
Telecom-related frustrations have surged along with Pakistan’s growing dependence on digital connectivity for work, education, business operations, and digital payments. Internet reliability is no longer a luxury; it is a critical utility. The PTA acknowledges this shift and says the new system will strengthen oversight while giving citizens a structured channel to voice concerns.
The new CMS also enhances transparency by providing users with complaint tracking, status updates, and estimated resolution timelines. For the regulator, this creates a clearer audit trail, improving operator accountability. Telecom companies may now face more pressure to respond quickly, improve infrastructure monitoring, and invest in network reliability to avoid regulatory penalties or public backlash.
As Pakistan’s digital economy accelerates, this move from PTA aims to reinforce public trust and ensure telecom operators maintain minimum service quality standards. With the demand for stable internet growing every day—from streaming and gaming to enterprise operations and cloud applications—the regulator’s revamped complaint infrastructure positions itself as a critical tool in maintaining national digital stability.
In a climate where disruptions can affect businesses, students, and entire regions, PTA’s new complaint management upgrade signals a proactive approach to consumer protection and service oversight. While it may not eliminate all outages and coverage issues overnight, it provides users with a more reliable platform to seek help and ensures that the telecom sector remains accountable during a time of heightened dependency on digital services.
