Kaukab Iqbal Urges PTA to Review Telecom Service Quality and Rising Package Charges

Consumers Association of Pakistan (CAP) Chairman Kaukab Iqbal has urged the Pakistan Telecommunication Authority (PTA) to address growing complaints about poor telecom services and rising package charges across the country.

In a letter to PTA Chairman Major General (retd) Hafeez Ur Rehman, Iqbal said consumers were reporting slow mobile internet, weak signals, dropped calls, poor call quality and network congestion.

He also highlighted complaints about slow broadband and Wi-Fi services. According to CAP, unreliable connectivity is affecting online banking, digital payments, e-commerce, education, freelancing, IT services and business operations.

CAP Raises Concerns Over Package Changes

Iqbal also raised concerns about reported increases in mobile and internet package charges.

He said consumers were also seeing reduced data allowances, shorter validity periods and changes to other package benefits.

CAP has asked the PTA to review significant changes introduced during the past 12 months. The review, according to Iqbal, should assess compliance with applicable regulations, licence conditions, tariff requirements and consumer-protection rules.

Oil Prices Fall as Markets Watch US-Iran Diplomacy and Saudi Shipments

The association also wants greater transparency in the way telecom operators disclose package prices, benefits and service conditions.

Nationwide Telecom Quality Assessment Proposed

Iqbal called for an independent nationwide assessment of telecom service quality.

The proposed review would cover mobile network coverage, actual download and upload speeds, call quality and call-drop rates. It would also examine latency, network congestion and peak-hour performance.

The assessment could include broadband and Wi-Fi services as well as existing mechanisms for resolving consumer complaints.

CAP said an independent review could provide regulators and consumers with clearer information about actual service performance.

CAP Proposes Consumer Monitoring Committee

Iqbal proposed the creation of a Consumer Telecom Services Monitoring and Advisory Committee, subject to the PTA’s statutory authority and applicable procedures.

The proposed body could include representatives from the PTA, CAP, mobile network operators, internet service providers, relevant government departments and other stakeholders.

According to CAP, the committee could regularly examine network performance, consumer complaints, package prices and tariff changes.

It could also review billing practices, advertised package information, quality-of-service compliance and possible remedies for prolonged service failures.

Call for Consumer Compensation Framework

The CAP chairman further asked the regulator to review data from major telecom operators covering network performance and service outages.

The review could also include consumer complaints, package-price changes and reductions in package benefits during the previous 12 months.

Iqbal urged the PTA to consider a framework for consumer compensation, bill adjustments or service credits where regulators establish material and prolonged service failures.

He stressed that such measures would remain subject to applicable laws and regulatory procedures.

Iqbal also clarified that CAP was not arguing that a price increase automatically becomes unlawful when service quality falls below expectations.

Instead, he called for a coordinated review of pricing, package disclosures, consumer terms and actual service performance.

Reliable Connectivity Seen as Key to Digital Economy

Iqbal said reliable, affordable and transparent telecommunications services were increasingly important to Pakistan’s digital economy.

Businesses, exporters, freelancers, software developers, online sellers, students and entrepreneurs depend on connectivity for their daily activities.

He urged the PTA to strengthen consumer-focused monitoring, transparency and accountability across the telecommunications sector.

The CAP chairman also called for appropriate regulatory action wherever authorities establish non-compliance with applicable requirements.