Ministry of Communications and Information Technology
15 June 2021
NTRA Launches Service to Receive and Resolve Complaints in Sign Language

The National Telecom Regulatory Authority (NTRA) has launched a service to receive and resolve complaints in the sign language for Persons with Disabilities (PwDs). The service allows PwDs to engage in a direct, interactive video call through NTRA website to file complaints and have them handled in the sign language.
The launch of this service is in line with NTRA keenness to support and include PwDs in the digital transformation, and ease their access to all available telecommunication services in the Egyptian market.
The service aims to support PwDs, being an integral part of the society, increase their satisfaction with services, and ease their access to telecommunication and Internet services. The service targets those who were not able to have their complaints handled by Mobile Network Operators (MNOs), as well as those who lack a direct communication mean with MNOs.
In this regard, NTRA has directed the MNOs in Egypt to enable filing complaints in the sign language for PwDs, as soon as possible, and to equip points of sale and outlets to receive and assist PwDs in their complaints. This comes as Egypt attaches great importance to empowering and integrating PwDs in the society, and as part of NTRA efforts in ensuring access of all users to telecommunication services, and in facilitating communication with the different segments of the society.
It is worth noting that the user complaint center for the deaf and hard of hearing is open from Sunday to Thursday, from 9 AM to 7 PM.

The service is one in a series of measures taken by NTRA to enable access of PwDs to telecommunication service and support their inclusion in the digital transformation. Previous measures included enabling free-of-charge consumption for some mobile applications, providing new mobile lines to PwDs with 50% off on the monthly package across all MNOs, and equipping MNOs branches and outlets to facilitate the access of PwDs to services on an equal footing with other users.
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