PTA Fines Mobile and Internet Companies Over Rs3.41 Billion Over Consumer Complaints

LAHORE: The Pakistan Telecommunication Authority (PTA) has imposed fines exceeding Rs3.41 billion on mobile phone and internet service providers over poor quality of service, while issuing warning letters and notices directing companies to upgrade their systems in a timely manner.

According to data obtained from PTA sources, telecom operators were fined Rs3.41 billion over the past four years for failing to maintain the required Quality of Service (QoS) standards. The maximum fine imposed on a single major company reportedly reached Rs350 million.

During this period, the authority also issued 86 show-cause notices and 20 warning letters to telecom operators over service-related shortcomings.

Initially, fines amounting to Rs68.9 million had been reported against companies following 39 show-cause notices and 17 warning letters. However, the total penalties increased significantly to Rs3.41 billion as service providers failed to improve their quality of service.

According to the sources, the PTA conducted more than 700 surveys to assess telecom services across the country. Of these, over 500 QoS surveys were carried out in cities, rural areas, highways, motorways and along railway tracks, while more than 200 surveys were conducted in response to public complaints.

During the first six months of 2025 alone, the authority received more than 8,000 consumer complaints, of which 99.17 per cent were resolved. Consumers can register complaints through the PTA’s toll-free helpline at 0800-55055.

The authority has also directed mobile and internet service providers to eliminate coverage gaps in Islamabad, Rawalpindi and other cities by October 2026. Each company has reportedly been instructed to install 1,000 new sites annually to improve network coverage and service quality.

To improve network performance, an additional 480 MHz of spectrum has been made available. The move is aimed at increasing 4G internet speeds from 14 Mbps to 120 Mbps and enabling speeds of up to 150 Mbps on 5G networks.

However, telecom operators continue to face major operational challenges. Approximately 9,000 mobile sites, accounting for 17 per cent of the country’s total, reportedly remain non-operational due to electricity load-shedding, right-of-way disputes, power theft and equipment theft from telecom towers.

The situation is particularly concerning in Khyber Pakhtunkhwa, Balochistan and Gilgit-Baltistan, where network infrastructure faces persistent disruptions. The relevant record has also been presented in the National Assembly.

A PTA spokesperson said the authority was continuing to take action against mobile phone companies and internet service providers in accordance with the law. The spokesperson added that notices and quality-of-service surveys were being used to address poor performance and ensure uninterrupted services for consumers.