Ministry of Communications and Information Technology
27 February 2023
NTRA Issues User Complaints Response Report – H2 2022

The National Telecom Regulatory Authority (NTRA) has issued its second semi-annual report on telecom user complaints received during the period from July to December 2022. 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 escalating the complaints to NTRA.
NTRA receives complaints against telecom operators through the call center #155. This is in addition to the 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 and WhatsApp.
NTRA received 184212 complaints during the second half of 2022, with the rate of operators’ response to complaints reaching 89% and the ART 2.4 days.
It is worth noting that NTRA took several measures to protect user rights. It identified the free-of-charge single code *1234# for senior citizens and approved new mechanisms to indemnify users of fixed broadband services when interrupted.
Moreover, NTRA imposed EGP 35.7 million fines on the mobile network operators (MNOs) that did not meet the standards for responding to user complaints. Meanwhile, the single code *155#, used to help citizens inquire about or cancel subscription to value-added services (VASs), has been used for 38.8 million times since its launch in 2020.

To view the report, kindly click here.

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