The telecom industry in Pakistan, once considered a shining example of digital transformation and connectivity, is now facing a growing credibility crisis. A surge in customer complaints, especially regarding hidden charges, poor service, and lack of redressal mechanisms, has led to widespread dissatisfaction and a gradual erosion of public trust in major telecom companies.
One of the most pressing concerns revolves around the excessive and often unexplained deductions in mobile balance—particularly for post-paid customers. Many users report being billed for services they never subscribed to, or encountering recurring charges for vague “value-added services” they neither need nor use. These hidden fees are not only unethical but border on fraudulent behavior, especially when no prior consent has been obtained from the customer.
When frustrated users attempt to resolve these issues by visiting telecom service centers, they are often met with vague explanations or are asked to “wait for system updates.” In most cases, their billing anomalies are not rectified, leaving them helpless and unheard. The situation is even worse for those living in smaller cities or remote areas, where access to support centers is limited and digital grievance platforms rarely deliver satisfactory outcomes.
Post-paid subscribers—often the most loyal and high-paying customers—seem to be among the most aggrieved. Despite regularly clearing their bills, many find their credit limits arbitrarily reduced or their numbers inexplicably blocked. Such issues not only disrupt communication but also impact professional commitments and business dealings, leading to a significant decline in customer satisfaction.
The Pakistan Telecommunication Authority (PTA), the industry regulator, must take swift and decisive action to address this growing concern. While the PTA has been responsive in the past on certain issues, it now needs to establish more stringent oversight of billing practices and ensure transparency in customer charges. An independent audit mechanism must be instituted to review telecom billing systems, with penalties for discrepancies and compensation for affected users.
If immediate regulatory measures are not taken, the telecom industry risks losing its customer base altogether. Already, many users are switching networks in search of better service and transparency. However, if all providers continue to engage in similar exploitative practices, customers will be left with no viable options.
The telecom sector is too vital to Pakistan’s economy and digital future to be allowed to operate without accountability. The time has come for the PTA to restore public trust, protect consumer rights, and ensure that telecom companies are held to the highest standards of integrity and service. The people of Pakistan deserve nothing less.
