Pakistan’s largest telecom operator, Jazz, is under the spotlight after an audit revealed consumer overcharging by Jazz worth Rs6.58 billion in the fiscal year 2023-24. The findings have sparked serious questions about Jazz’s billing practices and the Pakistan Telecommunication Authority’s (PTA) oversight.
The audit highlighted that the company charged subscribers higher than PTA-approved tariffs. Which directly violates the Pakistan Telecommunication (Re-Organization) Act, 1996, and Telecom Consumer Protection Regulations, 2009. For example, the “Monthly Super Duper” bundle was billed at Rs1,043 instead of the approved Rs955. Similarly, “Monthly Freedom” was charged at Rs1,739 against the official rate of Rs1,652. The most notable gap was in the “Monthly YouTube & Social Offer,” where customers paid Rs434 instead of Rs348, resulting in over Rs2.12 billion in excess charges.
The report also pointed fingers at PTA, criticizing the regulator for failing to enforce tariff compliance. Instead of protecting users, PTA allowed Jazz quarterly tariff hikes of up to 15% and gave blanket approvals that weakened consumer rights. During a Departmental Accounts Committee (DAC) meeting in December 2024, PTA failed to present full records of Jazz’s tariff revisions.
With more than 73 million users and a 40% market share, Jazz dominates Pakistan’s telecom sector. Experts warn that this market dominance, combined with weak regulation, encourages consumer overcharging by Jazz and undermines trust in the industry.
The Auditor General of Pakistan has urged a full inquiry and strict action against both the company and officials involved. Industry insiders believe that without accountability, unchecked pricing could further damage public confidence in one of Pakistan’s most profitable sectors.
