Complaints from mobile users in Pakistan dropped nearly 7 per cent over the past 12 months, with misuse of services accounting for the majority the grievances filed.
According to the Pakistan Telecommunication Authority, the country’s mobile operators received 22,866 complaints in the 12 months ending 30 June. Total complaints about telecoms services fell 4 per cent to 38,741.
Market leader Mobilink, with a 29 per cent share (before its recent merger with Warid) received just 23 per cent of the mobile gripes. The country’s second largest operator Telenor, with a 28.5 per cent market share, received 27 per cent of the complaints.
Third-ranked Zong, with a 19 per cent share, had 23 per cent of the complaints, while state-owned Ufone (PTCL), which has a 15.5 per cent share, accounted for 19 per cent of the complaints. Warid, with a 7 per cent share before the merger, received 8 per cent of the total.
The percentage breakdown by operator is nearly identical to the 2014-15 period.
PTA said 99.6 per cent of the complaints were resolved.
The country’s mobile operators, despite a poor investment climate and high taxes on the segment, have expanded their broadband coverage. The 3G/4G subscriber base more than doubled over the past year to 31.8 million at the end of July.
According to PTA, 3G/4G penetration has jumped from 11 per cent to 23.8 per cent over the past 12 months.
Operators added an average of 1.43 million 3G/4G subs a month, but the pace picked up in July with the five key mobile players adding 2.3 million in a single month.