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22 August 2022

NTRA Issues User Complaints Response Report – H1 2022

The National Telecom Regulatory Authority (NTRA) has issued its semi-annual report on telecom user complaints received during the period from January to June 2022. This step reflects NTRA keenness to protect user 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.

NTRA receives complaints against telecom operators through the call center #155 and new digital channels introduced to facilitate communication with users and provide non-traditional mechanisms. Users can now submit complaints via My NTRA mobile application, NTRA official website, e-mail address and WhatsApp.

The Authority received 143,235 complaints during the first half of 2022, with the rate of operators’ response to complaints reaching 89% and the ART 1.7 days.

It is worth noting that NTRA took several measures to protect user rights. It activated rules and regulations on Value-Added Service (VAS), obliged service providers to send service request activation and confirmation codes, and increased its complaint center’s capacity by 35%. Moreover, the Authority imposed EGP 11.2 million fines on the mobile network operators (MNOs) that did not meet the standards for responding to user complaints.

To read the report, kindly click here.

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