This guide covers filing a consumer complaint with PTA — what types of issues PTA handles, the online portal submission process, and escalation options if the complaint isn't resolved.

Step 1

Types of Complaints PTA Handles

PTA's consumer complaint portal accepts complaints about: mobile operator billing disputes and overcharging; unsolicited SMS marketing and spam calls (nuisance calls); device blocking disputes through DIRBS; internet service quality complaints against ISPs regulated by PTA; and unfair or deceptive operator practices in areas of SIM registration, service quality, or consumer rights. PTA doesn't handle: criminal matters (use the police); general consumer protection disputes outside the telecom sector (use the Consumer Protection Department); or matters without a direct telecom regulatory component.

Step 2

File Your Complaint at PTA's Online Portal

Go to pta.gov.pk then Consumer Corner then File a Complaint. Fill in: your CNIC number, the mobile number involved, the operator's name, the complaint category from the dropdown list, and a detailed description of the problem in your own words. Attach any supporting evidence — screenshots of incorrect billing, spam SMS records, or relevant correspondence with the operator. Submit the complaint and save the unique complaint reference number for follow-up.

Step 3

Follow Up Using the PTA Consumer Helpline

PTA's consumer helpline number is 0800-55055 — it's toll-free and staffed during standard business hours. When calling to follow up on an existing complaint, have your complaint reference number ready before calling. The helpline agent can check the current status, confirm whether the relevant operator has responded, and formally escalate the complaint if the operator has exceeded the allowed response timeframe.

Step 4

Escalate Unresolved Complaints

If your complaint has not been meaningfully resolved after 30 days: respond to your open complaint on the PTA portal specifically requesting formal escalation and senior review. If PTA's handling of the complaint is itself unsatisfactory, file a separate complaint with the Federal Ombudsman (Wafaqi Mohtasib) at mohtasib.gov.pk — the Federal Ombudsman handles complaints against all federal government agencies including PTA. For billing disputes involving significant financial amounts, Small Claims Court is also an available legal avenue.

Device and SIM Problems

PTA portal says my complaint was closed but the issue is still not resolved

Reply to the complaint closure notification through the portal, clearly explaining why the proposed resolution is inadequate or incomplete. An unjustified complaint closure is itself grounds for formal escalation to senior PTA management or the Federal Ombudsman.

The operator responded to PTA but their response is incorrect

File a counter-response through the PTA portal, providing specific factual corrections to the operator's response with documentary evidence. PTA is required to consider both sides before making a final determination.

Frequently Asked Questions

Simple billing disputes: 5-10 working days. Technical and device-related disputes: 10-20 working days. Complex regulatory matters involving policy interpretation: up to 30 working days. PTA has published service level commitments for complaint resolution that operators are contractually required to meet.

No — PTA requires CNIC verification to register a complaint. This prevents frivolous anonymous complaints while protecting complainant identity within the formal process.