Cairo — Egypt’s National Telecommunications Regulatory Authority (NTRA) received 139,400 consumer complaints during the second half of 2025, highlighting continued pressure on telecom service quality across mobile and fixed networks.
Operators maintained a high response rate of 97%, with an average resolution time of less than one day (0.86 days), reflecting improved responsiveness despite the high complaint volume.
Mobile services accounted for the largest share at 46% (64,000 complaints), followed by fixed internet at 32% (45,100 complaints), fixed-line services at 20% (27,000 complaints), and mobile devices at 2% (2,900 complaints).
The regulator also facilitated refunds totaling EGP 757,000 to consumers, with 86% linked to mobile wallet-related complaints.
In mobile services, the complaint rate stood at 52 per 100,000 subscribers. Among operators, Orange recorded the highest complaint rate (62), while Etisalat had the lowest (46). Response times remained fast across the board, with Etisalat leading at 0.10 days.
Fixed internet services showed significantly higher complaint intensity, with 355 complaints per 100,000 subscribers. Orange and Etisalat recorded the highest complaint rates in this segment, while WE reported the lowest complaint rate but a longer response time compared to peers.
For mobile devices, 56% of complaints were related to maintenance issues, followed by 30% concerning refusal of replacement and 14% linked to technical inspection disputes.
The data reflects ongoing service challenges in Egypt’s telecom sector, particularly in fixed broadband, while also highlighting regulatory oversight effectiveness in ensuring high response rates and consumer compensation.
