Cairo on 10 June 2019
In a precedent that is the first of its kind, the Telecom Regulatory Authority (NTRA) has decided to impose a fine of 10 million Egyptian pounds on Vodafone Egypt for the failure of telecom services on the evening of June 3, 2019, just prior to Eid Al Fitr for a number of hours for a large number of customers in several areas. This procedure comes in implementation of Clause No. 18 of the licenses awarded by NTRA to the operator and related to the quality of services provided. The NTRA has also underscored the fact that the company should compensate the subscribers affected by this interruption, and keep the Egyptian regulatory authority updated about mechanisms implemented to deal with such incidents in the future, to meet its obligations towards its customers in Egypt.
Moreover, the NTRA has emphasized that, it, in its capacity as the Egyptian regulatory authority, will never hesitate to take all necessary measures and procedures to ensure the provision of high quality of telecom services to citizens and enhance them, including the imposition of fines on any violating company as per the contracts concluded in this regard.
It is worth mentioning that NTRA has conducted an investigation to find out the reasons for the service failure, which came as a violation of service level agreement (SLA) stipulated in the licenses granted to the operator and the agreements between it and the NTRA.