Support – Consumer Rights

FILE A COMPLAINT

To file a complaint in Pakistan, you can contact the Pakistan Consumer Protection Council (PCP) for general consumer issues, such as product quality or misleading advertising. Their helpline is 051-9103972. For telecom-related complaints, you can reach the Pakistan Telecommunication Authority (PTA) at 0800-55055. If the issue concerns environmental pollution, contact the Pakistan Environmental Protection Agency (Pak-EPA) at 051-9253026. For banking and financial complaints, the State Bank of Pakistan (SBP) can be contacted at 021-111-727-111.

General Consumer Issues: If you have general complaints related to product quality, misleading advertising, or other consumer rights violations, the Pakistan Consumer Protection Council (PCP) is the appropriate body to contact. They handle a wide range of consumer-related issues and work towards protecting consumer rights. You can reach them through their helpline at 051-9103972. They are equipped to provide guidance on the process of filing a complaint and can assist in resolving your issue.

Telecommunication-Related Complaints: For issues specifically related to telecommunication services, such as billing disputes, service disruptions, or other telecom-related grievances, the Pakistan Telecommunication Authority (PTA) is the regulatory body to contact. They oversee all telecom service providers and ensure compliance with consumer protection laws in the telecom sector. You can contact the PTA at 0800-55055 for assistance. They have a structured process to handle complaints and ensure that telecom companies address consumer concerns effectively.

Banking and Financial Complaints: For complaints related to banking services, financial transactions, or other issues involving financial institutions, the State Bank of Pakistan (SBP) is the regulatory authority. They ensure that banks and financial institutions operate within the regulatory framework and protect consumer rights. You can file a complaint with the SBP by contacting their helpline at 021-111-727-111. They provide a formal process for addressing grievances and can help resolve disputes with financial institutions.

FILING A CONSUMER COMPLAINT BEFORE CONSUMER COURT

Steps for Filing Consumer Complaint:

1. 15-Days Legal Notice to Service Provider:

Consumer should serve a fifteen days legal notice on plain paper to the provider of defective product or faulty service(s), as the case may

be, stating therein that he / she / they will redress the damage suffered by him / her / them and consequently pay damages to the consumer

within fifteen days of receipt of legal notice, otherwise the consumer may file a claim for redressal of his / her / their grievance before

Consumer Court.

a. Legal notice should be served to the manufacturers / sellers of product(s) and to the service provider, in case of provision of

service, especially through registered post / mail, along-with acknowledgement.

b. There is a limitation of 30 days (from arising of cause of action) for filing a complaint in the consumer court.

c. Serving a 15 days legal notice is pre-requisite for filing claim in Consumer Court.

2. Consumer Complaint:

If matter is not resolved through legal notice, then consumer may file a case / claim on plain paper for redressal of his / her / their

grievance before the Consumer Court within subsequent fifteen days.

d. No need to hire a lawyer. You can file a complaint yourself on a plain paper

e. No Court fee is required for filing claim before Consumer Court. It’s totally free of cost.

REPORT A VIOLATION

Telecom Services Violations:

For issues related to telecommunication services, such as fraud, privacy breaches, or other telecom-related concerns, you can contact the Pakistan Telecommunication Authority (PTA). The PTA is responsible for regulating telecommunication services and ensuring that service providers comply with consumer protection laws. You can report any violations by calling their helpline at 0800-55055. They handle issues like unauthorized service charges, misleading advertisements by telecom companies, and breaches of privacy.

Environmental Violations:

If you encounter environmental violations such as illegal dumping, industrial pollution, or any actions harmful to the environment, you should contact the Pakistan Environmental Protection Agency (Pak-EPA). Pak-EPA is responsible for enforcing environmental laws and regulations to protect the environment and public health. You can report environmental violations by calling 051-9253026. This includes reporting incidents of air, water, and land pollution, improper waste disposal, and unauthorized environmental damage.

Banking and Financial Misconduct:

For issues related to banking fraud, financial misconduct, or any disputes with financial institutions, you can report these to the State Bank of Pakistan (SBP). The SBP is the central bank of Pakistan and oversees the operations of all banks and financial institutions in the country. You can contact their helpline at 021-111-727-111 to report incidents such as fraudulent transactions, misleading financial products, and other banking irregularities.

Consumer-Related Violations:

For general consumer issues, such as defective products, misleading advertising, or other violations of consumer rights, you can file a complaint with the Pakistan Consumer Protection Council (PCP). The PCP aims to protect consumer rights and ensure fair trade practices. They address complaints related to product safety, quality issues, false advertising, and other consumer grievances. While the specific contact details for filing a complaint with PCP might vary, it’s usually advisable to start by visiting their official website or local consumer protection offices for guidance.

Telecom Services: Contact PTA at 0800-55055 for fraud or privacy breaches.
Environmental Violations: Report to Pak-EPA at 051-9253026 for pollution or illegal dumping.
Banking Issues: Report to SBP at 021-111-727-111 for banking fraud or misconduct.
General Consumer Issues: Reach out to PCP for complaints about defective products or misleading advertising.