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Egypt’s regulatory bodies are enhancing their approach to handling telecom user complaints with a new digital platform following a recent cooperation protocol. This agreement, designed to protect telecom users’ rights, promotes coordinated frameworks for information-sharing and user-focused resolutions.
The protocol aims to automate and streamline the complaint process, ensuring faster responses, increased transparency, and aligning Egypt’s telecom service standards with global benchmarks. It creates a collaborative action plan to educate users about their rights and responsibilities in the telecom sector, tackling issues that could compromise user protection.
To guide the protocol’s implementation, a joint executive committee will establish governance mechanisms, controls, and procedures to enhance service quality and uphold users’ rights.
Currently, telecom users in Egypt can submit complaints through various channels, including their service providers, the National Telecommunications Regulatory Authority’s (NTRA) contact center, website, WhatsApp, and the MyNTRA app.
In 2023, the NTRA reported receiving over 322,000 complaints, with 81% submitted via the call center, 8% through WhatsApp, 7% via the website, and 4% through the MyNTRA app. Telecom operators achieved a 90% response rate, with an average resolution time of 2.6 days. The NTRA’s report also highlighted that EGP 2.3 million ($47,196) in fines were levied on mobile operators who failed to meet complaint response standards.
The NTRA attributed a 48% reduction in complaint violations from 2022 to 2023 to improved coordination with operators, leading to better compliance with service standards.
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