How to File a Complaint with PTA: Step-by-Step Guide

Filing a Complaint with PTA: A Simple Guide for Consumers in Pakistan

If you’re facing problems with a telecom service, internet provider, mobile operator, or related communication services in Pakistan, the Pakistan Telecommunication Authority (PTA) provides a structured platform for addressing your concerns. Whether it’s poor service, billing errors, spam messages, or unauthorized SIMs, PTA enables users to raise issues officially and seek resolution.

Here’s a complete walkthrough on how to register a complaint with PTA in a smooth and hassle-free way.

Step-by-Step: How to Lodge a Complaint with PTA

1. Try Resolving the Issue with the Service Provider First

Before approaching PTA, it’s essential to first report your issue directly to the customer service of your mobile/internet company (like Jazz, Zong, Ufone, Telenor, or PTCL). Most problems can be resolved at this level.

2. Wait for a Response

Give your provider a reasonable time to respond — typically 3 to 5 business days. If they fail to resolve your concern or provide an unsatisfactory response, you can escalate it to PTA.

3. Go to the PTA Complaint Portal

Visit the official Consumer Complaint Management System (CCMS) at

🔗 complaint.pta.gov.pk

4. Submit Your Complaint Online

You’ll need to:

• Create an account or log in.
• Fill in your details (name, CNIC, contact info).
• Choose the service category (e.g., mobile, internet, spam, broadband).
• Add a brief and clear description of your issue.
• Upload any relevant evidence (screenshots, bill copies, or SMS).

5. Receive a Complaint Number

Once submitted, you’ll receive a complaint tracking number. Use this to check the status of your complaint online. PTA typically reviews and responds within 7 to 10 business days, depending on the complexity of the case.

6. Follow Up if Needed

You can monitor updates through your account on the portal. PTA may reach out to you for further details if necessary.

Alternative Ways to File a Complaint

If you can’t use the online portal, you can still complain through other channels:

• Email: Send your issue to complaints@pta.gov.pk
• Post: Mail a written complaint to:
• Director Consumer Protection, PTA HQs, F-5/1, Islamabad, Pakistan
• SMS Spam: Report spam by forwarding the SMS to 9000 (charges may apply).

🧾 Example Complaints PTA Accepts

• Poor mobile or internet connectivity
• Overbilling or hidden charges
• Spam calls or messages
• Issues with number portability
• Unauthorized SIMs issued on your CNIC

📌 FAQs – Registering a Complaint with PTA

1. Can I complain to PTA without contacting my mobile provider first?

No. You must first try resolving the issue with your provider. Only if the problem remains unresolved should you escalate it to PTA.

2. Is there any fee to file a complaint with PTA?

No, registering a complaint on PTA’s portal is completely free of charge.

3. How long does the PTA take to respond to a complaint?

PTA usually responds within 7 to 10 business days, though more complex cases may take longer.

4. Can I submit a complaint on someone else’s behalf?

Generally, complaints should be filed by the affected party. However, in certain cases, a close relative or legal guardian may file on behalf of the user, with proper identification.

5. How do I report spam messages or marketing calls?

Forward unwanted messages to 9000. To block telemarketing communication, register your number on PTA’s Do Not Call Register (DNCR) via your service provider.