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PTA received 166,046 telecom complaints across Pakistan in fiscal year 2024–25, according to TechJuice’s account of official documents. Cellular mobile complaints made up 159,325 of that total; internet-service complaints numbered 5,011. Compared with FY2023–24, total and cellular complaint counts were lower, while internet complaints were higher—so the figures do not support a simple claim that complaints rose across the board.
What PTA’s FY2024–25 complaint figures show
The figures cover Pakistan’s fiscal year 2024–25, not calendar year 2025. TechJuice reports that the data were disclosed through parliamentary channels and breaks down complaints and handling measures by service category. The figures below should be understood as TechJuice’s reporting of official documents, not as an independently verified transcription of the original PTA table.
| Service category | Complaints received | Addressed | Redress/satisfaction | Disposal rate |
|---|---|---|---|---|
| Cellular mobile | 159,325 | 157,923 | 99.12% | 69.58% |
| Internet services | 5,011 | 4,703 | 93.85% | 53.36% |
| Basic fixed-line telephony | 1,418 | 1,389 | 97.95% | 57.52% |
| Wireless local loop telephony | 292 | 234 | 80.14% | 76.47% |
| Overall | 166,046 | 164,249 | 92.76% | 64.23% |
In this report, “addressed,” “redress/satisfaction,” and “disposal rate” appear as separate measures. The published account does not define how each percentage is calculated, so they should not be treated as interchangeable or as proof that every complaint was fully resolved.
Did mobile and internet complaints rise?
Not in the same direction. The Government of Pakistan Cabinet Division’s FY2023–24 yearbook reports 191,514 complaints overall, including 185,190 for cellular mobile telephony and 4,479 for internet services. Set beside the FY2024–25 figures, that is a lower total and fewer cellular complaints, but more internet complaints.
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| Measure | FY2023–24 | FY2024–25 | What changed |
|---|---|---|---|
| Total complaints | 191,514 | 166,046 | Lower in FY2024–25 |
| Cellular mobile complaints | 185,190 | 159,325 | Lower in FY2024–25 |
| Internet-service complaints | 4,479 | 5,011 | Higher in FY2024–25 |
The comparison aligns fiscal years and the two named service categories, but it measures complaint volume—not network quality or the cause of the change. Complaint totals can be affected by subscriber numbers, public awareness, access to complaint channels, how an issue is classified, and whether people choose to report it. The cited figures do not quantify those factors.
How to interpret the “spike” headline
A single year’s total cannot establish a trend by itself. In the available year-to-year comparison, the nationwide total and cellular count fell, while the internet category rose. That supports describing a rise in internet complaints between these two fiscal years, but not a general rise in mobile and internet complaints across Pakistan. Nor do complaint counts alone show whether service improved or worsened.
These nationwide FY2024–25 figures are also distinct from a PhoneWorld report published May 13, 2026, about a PTA three-year Quality of Service complaint review in Khyber Pakhtunkhwa. That separate provincial review covered January 2023 through December 2025 and reported more than 1,200 complaints. Its geography, period, and reporting context differ, so those numbers should not be added to or substituted for the nationwide fiscal-year table.
How to submit and track a complaint with PTA
PTA’s Complaint Management System (CMS) is the official route described in its user manual for registering and tracking telecom complaints. The manual says consumers can submit complaints, track them, and provide feedback. The PTA CMS app listing also describes complaint submission, tracking, feedback, complaint history, and consumer-awareness features.
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- Open PTA’s web CMS or CMS app. Confirm the current portal or app requirements before submitting, because procedures may change.
- Create a profile. The CMS manual’s signup instructions request your full name as it appears on your CNIC, CNIC number, mobile number, postal address, and city. Email is optional but recommended.
- Verify your account. The manual says verification uses a one-time password sent through the contact number or email.
- Register the complaint and retain its reference details. Use the CMS to follow its status and provide feedback as appropriate.
The Cabinet Division yearbook also describes complaint access through the online CMS, a mobile application, and toll-free channels. No response-time guarantee or guaranteed outcome is established by the cited material. The PTA CMS User Manual describes its purpose this way: “This website has been developed to provide telecom consumers with a convenient, efficient, and user-friendly platform to lodge and track complaints related to telecommunication services.”
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Sources and scope
- TechJuice’s report on PTA complaints in FY2024–25 — source of the nationwide total and category handling table as reported from official documents.
- Government of Pakistan Cabinet Division, Year Book 2023–24 — prior-year nationwide complaint totals and service-category figures.
- Pakistan Telecommunication Authority CMS User Manual — account registration and complaint workflow.
- PTA CMS app listing on Google Play — listed app functions.
- PhoneWorld’s report on the separate Khyber Pakhtunkhwa QoS review — a distinct provincial, three-year reporting period.
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