Egypt’s National Telecommunications Regulatory Agency (NTRA) has announced a partnership with the government’s Consumer Protection Agency (CPA) to develop a joint digital platform aimed at expediting the resolution of complaints related to telecom services.
The agreement, revealed in an NTRA Facebook post on Monday, will establish an online complaint registration system and an automated mechanism to streamline complaint processing. The data collected through this platform will be stored in a database accessible to both the CPA and telecom operators, facilitating quicker complaint resolution.
Additionally, the NTRA and CPA will create a coordination framework to share information and raise awareness among telecom users about their rights and responsibilities, fostering a culture of governance and development among service providers.
The agreement also includes the formation of a joint executive committee comprising representatives from both the NTRA and CPA to oversee the implementation of the platform.
CPA head Ibrahim Al-Sajini emphasized that this agreement is a significant step towards addressing practices that violate the rights of telecom users, ensuring that consumer complaints are recognized and resolved promptly.
Currently, telecom customers in Egypt can submit complaints directly to their service providers or, if unresolved, through the NTRA’s contact center, website, WhatsApp channel, and the My NTRA app.
According to recent statistics from the NTRA, the regulator received over 322,000 complaints in 2023. Of these, 81% were submitted via the call center, 8% through WhatsApp, 7% through the website, and 4% via the My NTRA app. The NTRA reported a 90% response rate from operators to complaints in 2023, with an average response time of 2.6 days.
