Digital Transformation
Telecommunications
Regulations
Industry
Consumers
e-Services Portal
EG-ATRC
Digital Inclusion
DT4SDE
NAID
Human Development
MCIT
ITIDA
ITI
NTI
SECC
ELCC
Industry Development
Business Setup
Boost a Business
Market Access
Skills Development
Support Services
Invest in Egypt
Innovation
TIEC
Applied Innovation Center
Artificial Intelligence
National Council for Artificial Intelligence
Egypt’s AI Strategy
International Cooperation
AI Innovation Challenges/Competitions
Institutional Development
General Framework
Projects and Programs
Developing and Building Digital Capabilities
Promoting Digital and Institutional Excellence
Minister's Corner
ICT Strategy
International Relations
Media Center
Publications
Indicators
Events
Tenders
Vacancies
Media Center
Latest News
News
25
January 2022
NTRA Issues User Complaints Response Report – H2 2021
The National Telecom Regulatory Authority (NTRA) has issued its second semi-annual report on telecommunications users’ complaints received during the period from July to December 2021. This step reflects NTRA keenness to protect users' rights and ensure the provision of high-quality telecommunication services in the Egyptian market.
The report includes the key indicators of complaints on landline, mobile phone and fixed broadband services and mobile devices. The report also shows the rate of response to complaints and average resolution time (ART) after the complaints were escalated to NTRA.
The Authority receives complaints against telecom operators through the Call Center #155. NTRA also introduced new digital channels to facilitate communication with users and provide non-traditional mechanisms. Users can now submit complaints via My NTRA mobile application, the Authority’s official website, e-mail address and instant messaging apps, including WhatsApp. As a result of those efforts, NTRA received 121,762 complaints, with the rate of operators’ response to complaints reaching 88% and the ART 4.8 days, during the second half of 2021.
It is worth noting that NTRA took several steps to support users' rights. The Authority updated My NTRA app to offer more services; increased its call center’s capacity to operate 14 hours a day, seven days a week; instructed operators to enable free-of-charge contracting of fixed broadband and landline services from home for people over 60; and regulated the process of switching Internet providers, allowing users to shift from one provider to another in 72 hours without incurring additional fees.
Moreover, NTRA imposed fines on mobile network operators (MNOs) who did not meet the standards for responding to user complaints; approved 1,156 new base stations during the second half of 2021; and proved the entitlement of several users to a refund for bills and balance, forcing operators to refund the amounts to entitled users.
To read the report, kindly click
here
.
Related News
22
Aug 2022
NTRA Issues User Complaints Response Report – H1 2022
11
Aug 2021
NTRA Issues User Complaints Response Report – H1 2021
Related Websites
National Telecom Regulatory Authority | NTRA
Contact Us
Feedback
Site Map
Disclaimer
Privacy Statement
Copyright Ministry of Communications and Information Technology 1999-2023. All rights reserved
Content
Content
What's New
Press Releases
Press Kits
Photo Gallery
Latest News
Webcasts
Features
Training Courses
Announcements