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18 April 2021
NTRA Doubles Complaint Center Capacity, Extends Working Hours

The National Telecom Regulatory Authority (NTRA) has doubled the capacity of the Telecom User Complaint Center, phone number 155, to work every day, from 8:00 am to 10:00 pm, including public holidays and feasts. The Center is also available 24/7 through digital channels, including NTRA website and social media platforms.

The aim is to reduce the waiting time for receiving complaints, which will reflect on reducing the complaint handling time and help accommodate more calls. This comes as part of NTRA strategy that aims to improve customer satisfaction with telecommunication services, through developing a complaint system to help monitor the quality of services provided by Mobile Network Operators (MNOs).

Moreover, NTRA is now receiving queries and complaints from importers, corporates and individuals, through the call center 155, for five days (from Sunday to Thursday) from 8:00 am to 3:00 pm.

The complaint system expansion is part of a comprehensive plan adopted by NTRA to improve customer satisfaction and reveal the underlying elements affecting the service quality. The plan also helps develop complaint scrutinizing and analysis mechanisms, helping respond to complaints quickly and efficiently, identify the causes behind them, and link complaints to the regulations and operational rules imposed by NTRA in this regard.

The single number for receiving complaints from the users who could not have their complaints resolved with service providers is 155. NTRA only number for following up on user complaints is (02) 155. Accordingly, NTRA is calling on customers to not disclose their personal information to individuals or agencies before knowing their identity. Any entity contacting users through different numbers does not represent NTRA.

NTRA contact details:

- Telecom User Complaint Center: phone number 155
- WhatsApp: phone numbers 01015515155, 01111115150, 01551515505, or 01202155155
- Telecom User Complaint platform on NTRA website: https://complaints.tra.gov.eg
- NTRA pages on social media: Facebook, LinkedIn, Instagram and Twitter
- E-mail: complaints@tra.gov.eg

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