Islamabad: Pakistan Telecommunication Authority (PTA) has launched an “Online Complaint Management System” which enables consumers of all telecom services including internet and broadband users to lodge their complaints regarding their service providers online and to have prompt response on them. This system is integrated with operators and the telecom Authority.
The primary objective of this new system is the management and resolution of telecommunication subscriber’s complaints. The new system provides fast and automated channel to the subscribers where they can launch their complaints online using a dedicated complaint system available at PTA website It has an integrated approach where a consumer, operator and PTA become part of a single management system. The complaints registered
by subscribers are automatically forwarded to the concerned channel of PTA as well as to the operator. The resolution status of the complaint is available to the complainant where at any point of time it can be checked through auto generated complaint reference number giving him up-to-date information.
Redesigning of Complaint Web Form has been done after analyzing the form of different telecom regulators like Canada, Australia & Singapore and it will have an interface in all PTA Zonal Offices for the access of telecom consumers across the
country. It will also be helpful for online routing of complaints to nominated focal persons for all concerned operators.
It may be mentioned that the cellular mobile industry of Pakistan has recently achieved 100 million subscription mark which has been lauded by all quarters. Earlier PTA has introduced systems with the help of mobile operators to block
obnoxious and unwanted calls and SMS whereby a consumer can lodge complaint against such activity and regulator takes prompt action to resolve the complaint.